Job Objective:\u00a0<\/p>\n
To provide first level support for clients, resolve incidents, identify problems through proactive monitoring and manage planned engineering works. To be acknowledged as the client\u2019s champion ensuring high levels of satisfaction and an excellent client experience.<\/p>\n
Reporting Line:\u00a0NOC Team Leader<\/p>\n
Key Duties and Responsibilities<\/p>\n
\tInterface with clients for service assurance and service delivery queries, achieving high levels of client satisfaction
\n\tProactively monitor alarm management systems for events, create, own and manage trouble tickets for successful incident resolution
\n\tInterface with suppliers to resolve incidents
\n\tProvide incident management support; trouble shooting and resolving all technical incidents at first level\u00a0
\n\tEnsure all service tickets on NetSuite have correct closure data
\n\tAssist with planned engineering works, including service impact analysis and client\u2019s notifications
\n\tIdentify service concerns, issues, challenges and escalate to TAC and Management
\n\tMaintain accurate records, assist with auditing and data cleaning as required
\n\tAssist Field Engineers as required (installation, patching, troubleshooting, testing, inventory)
\n\tAssist with creation of ad hoc reports as needed
\n\tAssist other departments and perform various projects as required<\/p>\n
Minimum Qualifications<\/p>\n
\tBachelor\u2019s degree in Engineering or IT
\n\tProfessional certifications \u2013 CCNA\/JNCIA, ITIL, MEF<\/p>\n
Experience and Skills<\/p>\n
\tRelevant internship experience preferrably in telecom industry
\n\tBasic knowledge of various technology platforms in transport (SDH, DWDM, OTN) and data (BGP, Ethernet, IP\/MPLS)
\n\tBasic knowledge of monitoring systems e.g PRTG, NMS, OMS, Cacti etc
\n\tEffective written and verbal communication skills
\n\tExcellent communications and soft skills, including ability to listen to and summarise and concisely share key information with clients<\/p>\n
Attributes<\/p>\n
\tIntegrity, honesty with high ethical standards
\n\tClient focused, relationship builder
\n\tBoundless, passionate, and flexible
\n\tPersonal excellence, accuracy, and attention to detail
\n\tCollaborative, achieve results through teamwork and partnership
\n\tDemonstrate ability to manage multiple priorities and solve problems in a fast-paced environment
\n\tStrong analytical skills and ability to collate and interpret data from various sources
\n\tWilling to work on a 24\/7 shift including nights, weekends and public holidays \/ on-call as required<\/p>\n
Apply Through:<\/p>\n
jobs.talenthr.io<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"http:\/\/jobs.talenthr.io","_company_name":"West Indian Ocean Cable Company (WIOCC)","_company_website":"http:\/\/www.wiocc.net","_company_tagline":"Firmly established as Africa\u2019s carriers\u2019 carrier, award-winning capacity wholesaler WIOCC provides international and African telcos and ISPs with unrivalled high-speed, resilient and diverse capacity into, within and out of Africa. In November 2012 (at Africa Com), WIOCC won the Best Pan-African... read more Initiative Award for building an unparalleled, diversity-rich, high-capacity African network which seamlessly links more than 50,000km of terrestrial fibre and in excess of 40,000km of submarine cable - with landings all around the continent. WIOCC\u2019s unrivalled network gives carriers access to affordable, reliable, high-speed connectivity to and from over 400 locations across 30 African countries, as well as to 100 cities in 29 countries in Europe and more than 700 cities in 70 countries globally. To address the proliferation of international and terrestrial links, and the challenge this presents to carriers and ISPs looking to improve their own network resilience and performance (by building in additional diversity), WIOCC developed an attractive one-stop-shop, end-to-end managed service solution. Simpler and much more convenient than having to deal direct with multiple operators, WIOCC\u2019s one-stop-shop solution shields customers from much of the complexity associated with delivering reliable high-performance international connections into, out of and within Africa.","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[692],"job-categories":[693,756,1317,1301],"job-types":[689],"class_list":["post-96765","job_listing","type-job_listing","status-publish","hentry","job_listing_region-nairobi","job-type-contract"],"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-listings\/96765","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/media?parent=96765"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job_listing_region?post=96765"},{"taxonomy":"job_listing_category","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-categories?post=96765"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-types?post=96765"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}