Engineer - Enterprise Customer Support

Enterprise Premium Support Role

Reporting to the Manager - Enterprise Premium Support, the role holder will perform complex EBU 2nd Line technical support operations for Enterprise customers support escalations and liaise with vendors to offer permanent solutions to recurring problems.

Key Responsibilities:

• Handle Enterprise customers, support, partners and Safaricom special projects.
• Provide Level 2 technical support.
• Build tools to reduce occurrences of errors and improve customer experience.
• Perform root cause analysis for production errors.
• Permanently resolve recurring faults.
• Come up with innovative ways to reduce demand.
• Investigate and resolve technical issues.
• Develop scripts to automate visualization.
• Research, review and recommend emerging technologies and innovative customer solutions and liaise with stakeholders for technology adoption to maximize service availability.
• Effectively liaise with subject matter experts-level 3 support players to diagnose, troubleshoot, and repair complex customer issues.
• Perform capacity monitoring and reporting on individual client circuits as well as network resources.
• Perform scheduled preventive maintenance for proactive support for global customers.
• Perform root cause analysis on issues to avoid recurrence.
• Escalate and follow up issues with relevant backend teams.
• Effectively communicate ticket status, service outages and escalate as per established customer support and escalation matrix.
• Ensure all customer solutions are documented.
• Ensure all running configurations are backed up.
• Ensure all Preventive and restorative procedures are documented and adhered to.
• Ensure communication progressively and properly done to all stakeholders Weekly and monthly reporting on link performance Role requirements.

Qualifications:

• Bachelor's degree in computer science, BSc Electrical and Electronics Engineering, Telecommunications engineering, MIS, or related field.
• ITIL v4 Foundation, Agile and Scrum Fundamentals Certification mandatory
• CCNP, CCNA Security certifications are mandatory; CCIE-Voice, CCIE SP, CCIE R&S is an added advantage.
• Strong understanding of emerging technologies: SDWAN, IoT, managed security, AWS, Microsoft Azure, VMware. Relevant certification on the same is an added advantage.
• 5 years' experience in technical support and preferably for an Internet Service provider or equivalent.
• Experience in managing Linux based infrastructure.
• Hands-on experience with databases including MySQL, Ruby, Python
• Knowledge of Java/JVM based languages.