Professional Documents
Culture Documents
Customer Support JD
Customer Support JD
Requirements:
Fresh from Campus
At least a college diploma in IT or related field.
Airtime: 30,000TZS
Names:
Neema and Rose: Current- 350,000 TZH Proposed-450,000 TZS
Peter: Current- 350,000 TZS Proposed- 350,000 TZS
Lightness: Current -450,000TZS Proposed-450,000TZS
Responsibilities:
1. Proactive Network Monitoring
- Monitor Local Nodes and Regional Nodes.
- Monitor clients services and ensure proactive responsiveness in case of downtime
- Acknowledgement of the alarms noted on monitoring systems for links and performing
rapid fault diagnostic checks.
4. Escalation Management
- Escalating of identified service affecting faults to middle level engineers or within 45mins
troubleshooting and non-resolution.
- Escalating network faults to NOC, CTV and Airtel and making follow ups till resolution.
- Escalating occurrence of Major and Critical Faults to Internal Technical and Projects teams
through SMS and Calls.
K.P.Is
- Resolve 99% of tickets assigned per working shift
- Attend to outages within 15mins of it being noted.
- Send handover reports at end of each shift.
- Follow up calls to ensure service uptime and stability within 1 hour of fault resolution
- Periodic updates to clients within 45mins
Requirements:
At least 2 years of experience in Customer Support department/Field Ops.
Vender training: CISCO/Cambium/RAD
Proved to work under minimum supervision
Scored above average in at least 3 consecutive appraisals
Airtime: 50,000TZS
Responsibilities:
1. Proactive Network Monitoring
- Monitor Local Nodes, Regional Nodes, Backhauls
- Monitor functioning of equipment (Ethernet switches and Microwave Base stations).
- Identification of faults and initiating corrective measures to restore affected traffic.
- Acknowledgement of the alarms noted on monitoring systems for links and performing
rapid fault diagnostic checks.
5. Network Grooming
- Working with Field Operations on planned maintenances to stabilize the network and
remove weak points.
6. Reporting
- Development of daily outage on spread sheets.
- Weekly reports of all downtimes experienced with reason for Outage and how it was
resolved.
7. Training
- Provide documentation and on-the-job training for new members of the team.
- Provide specialized skills in specific areas of expertise for both fault resolution and
technical solution.
K.P.Is
- Resolve 99% of tickets assigned per working shift
- Attend to outages within 15mins of it being noted.
- Send handover reports at end of each shift.
- Follow up calls to ensure service uptime and stability within 1 hour of fault resolution
- Periodic updates to clients within 45mins
- Attending atleast 1 Service Review meeting per month
- Making atleast 3 courtesy calls per day
- Sending Weekly reports on Fridays by 5pm for all outages experienced.
Senior Customer Support Engineer / Team Leader
Requirements:
At least 4 years of experience in Customer support department/Field Ops.
Vendor training: CISCO/Cambium/RAD
Specialization in either Networking/Project Management/Customer Service
Working with no supervision
Airtime: 70,000TZS
Responsibilities:
1. Taking up Duties incase Service Delivery Manager is away.
4. Network Grooming
- Working with Field Operations on planned maintenances to stabilize the network and
remove weak points.
- Documentation of WiA’s network and continuously updating it.
5. Reporting
- Development of Reason for Outage and Root Cause Analysis on Network Outages.
- Preparing RCAs, RFO and Incidence reports and sending to clients periodically.
- Analyzing the weekly report and presenting it in graphs/pie charts and giving mitigation
steps to reduce outages
6. Training
- Provide documentation and on-the-job training for new members of the team
- Provide specialized skills in specific areas of expertise for both fault resolution and
technical solution.