Operations and Support Engineer
This position will be based in our branch office in Nairobi, Kenya and reports into our local Support Manager.
Details of office located work and work in the field is noted below.
Role description
• Provide first and second level of support for products installed at customer sites, (chiefly mobile network operators)
• Deployment of New/upgraded solutions within the operators’ network
Duties typically include:
• handling customer support requests from initiation through to closure
• Trouble shooting problems, answering customer queries, handling configuration requests and installing software updates
• Logging and tracking support requests using the helpdesk CSR logging tool
• Writing technical reports and customer facing procedure documents
• Escalating complex technical issues to senior engineers or product specialists either locally or in other regional/support centres
• System Build (staging)
• Projects implementation on customer site (Hardware installation, product integration and testing)
• Project reporting & site documentation
• Remote project support: acting as a point of contact for engineers working on–site
Key Requirements
• University graduate, computer or telecomm engineer degree
• Minimum of 1-2 years in an IT/Telecoms support or operations rold, SMSC/MMSC installation experience especially relevant
• Working knowledge of Unix OS system administration, networking and database administration (Linux and Mysql an advantage)
• Solid understanding of mobile network protocols (e.g. SS&, IP, SMPP & SNMP), infrastructure and architectures
• Good trouble shooting skills
• Excellent communications skills, good listener, team player, positive attitude is a must.
• Able to keep a good relationship with customers. flexible and cooperative
• Fluency in English (verbal and written) communications is essential (an additional language is an advantage)
• Able to work under pressure and be quality orientated
• Available to take part in 24 x 7 support coverage roster
• Willing to travel extensively on company business
Applications
Interested candidates must be smart and solution driven, be willing to contribute immediately and be capable of learning quickly in a fast changing business environment.
The appointed individual will be offered an attractive remuneration package, which will reflect the importance of this position.
Applicants should send detailed curriculum vitae, in the strictest of confidence, to Margaret Mbugguss, Jinny Software Ltd. at: margaret.mbugguss@jinnysoftware.com
Be sure to place ” Kenya Operations and Support Engineer May 2011″ in the subject line.
Please note, only shortlisted candidates will be contacted.
