Department: Operations
Location: Nairobi
Job Objective
Provide second-level technical support, resolve escalated incidents and assigned problems, coach the first-level NOC team and manage the WIOCC Network.
Key Duties & Responsibilities
- 24/7 2nd Level TAC technical interface, escalation / on-call
- Problem resolution, direct NOC & Field support
- Mentorship & training of the Operations team on technical competency
- Technical shareholder support/shareholder consultancy, Service management and sales support
- Deputise for the TAC Manager as directed
- Network equipment vendor management
- Network installation, testing & commissioning, bringing into service, integration
- Network quality and performance management Assist with creation of ad hoc reports as needed
- Operate Disaster Recovery NOC
- Assist other departments and lead and report on projects as requested
- Travel around the world when the need arises
Minimum Qualifications
- Bachelor’s degree (or equivalent) in a technical field
- Technical certifications in Optical networking, CCNA or JNCIA (essential), CCNP or JNCP (desirable) or equivalent
Experience & Skills
- Requires a minimum of 3 years’ technical experience in the telecom industry, managing complex optical networks, with desirably at least 1 year in second-level technical support or equivalent
- Knowledge of platforms including Fibre, DWDM, OTN, SDH, Data (Ethernet, IP/MPLS, ISIS, BGP, L2VPN)
- Knowledge in supporting transmission and switching equipment from leading manufacturers. i.e. Mikrotik, Juniper, Tejas Networks, etc.
- Experience in network monitoring tools, e.g., Cacti, MRTG, PRTG, NPM, etc
- Experience in internal systems, e.g., mail servers, domain servers, operating and application systems
- Ability to share knowledge and mentor other team members
- Effective written and verbal communications skills evidenced by previous work history and accomplishments
- Excellent communication and soft skills, including the ability to listen to and summarise and concisely share key information with clients
- Must use B/OSS tools effectively to record information accurately and concisely in a timely manner
- Demonstrate ability to manage multiple priorities and solve problems in a fast-paced environment
Attributes
- Integrity, honesty with high ethical standards
- Client focused, relationship builder
- Boundless, passionate and flexible
- Personal excellence, accuracy and attention to detail
- Collaborative, achieve results through teamwork and partnerships
- Strong analytical skills and ability to collate and interpret data from various sources
- Excellent English language communicator with a natural aptitude for dealing with people
- Excellent network diagnostic and problem-solving skills
How to apply
Interested candidates are encouraged to apply by submitting their updated CV including three referees. The deadline for application is on or before 25 April 2025. Applications should be sent to [email protected] indicating the job position in the Subject Line.
