SimbaNET Technical Support Team Leader Job in Kenya 2021
Career Kenya: SimbaNET Technical Support Team Leader Job in Kenya 2021
Employment vacancy : Today Recruitment Kenya

Business Unit: SimbaNET

Job Title: Technical Support Team Leader

Department: Customer Experience

Location: Gateway Park

Employment Status / Type: Full-time.

Position Reporting to: Technical Support Manager

Manages Others: Yes

Titles & Number of Positions Managed: 20 Service Engineers. *Supervised by 2 Team Leaders for 24/7 operations supporting +5 country client support

Job Purpose / Summary: Reporting to the Technical Support Manager, Technical Support Team Leader will be responsible for customer service support, network and QOS performance and their impact on customers’ experience and their retention.

Based on a continuous improvement approach, the Technical Support Team Leader will track the performance of customer problem capture and resolution progress for escalated cases.

Key Roles & Responsibilities

  • Daily monitoring and reporting on the intake of B2C & B2B customer problem by type, root cause, SLA compliance, average closing time and average pending time.
  • Analyze network, access & systems performance to provide real- time escalations with areas for improvement and recommend long-term solutions
  • Track and monitor re-opened & repeated customer problems, executing a special customer care plan on affected customers, developing actions plans and following up until complete resolution.
  • Contribute to product development and improvement through continuous feedback analysis collected from clients.
  • Liaise between the Technical and Customer Experience team on customer issues reporting to ensure timely resolution
  • Extensive troubleshooting of all customer escalated matters including but not limited to HFC, GPON, METRO, MPLS, WiMAX, DTH, TV and managed Wi-Fi.
  • Good knowledge of the troubleshooting systems so as to analyze, provide feedback and recommendations for improvements.
  • Design and develop reports and analysis that will assist the technical team to pin point trouble spots which require immediate actions.
  • Contribute to product development and improvement through continuous feedback analysis collected from clients.
  • Pursue team and personal development to increase effectiveness/efficiency, acknowledging strengths and areas of development as well as share knowledge experience and best practice with other team members.
  • Pick up CE projects on systems/network and work with relevant stakeholders to deliver the projects in a timely manner.
  • Any other duty that may be assigned.

Experience and Background Required:

  • B.Sc. degree in IT, Engineering, Computer Science, Computer Technology or related field.
  • Good understanding of all the troubleshooting systems
  • Understanding of HFC, GPON, VSAT, WIMAX, METRO and MPLS networks is an added advantage.
  • Call Centre experience as an Agent/Quality or Supervisor is an added advantage.
  • Understanding and experience on CRM, trouble ticketing systems, dispatch procedures and processes within the Customer Experience department.
  • Good Knowledge of advanced IPv4 & IPv6 networks.
  • Ability to work with multiple operating systems i.e. MACOSX, Windows and Linux.
  • Proficient in common troubleshooting tools such as CACTI & SOLARWINDS.
  • Understanding of DOCSIS2, DOCSIS3, GPON & Routers from different vendors.
  • Experience in a triple play company would be an added advantage.
  • Experience in Onsite support and maintenance is an added advantage.
  • Knowledge and experience in reading, analyzing, and interpreting periodical reports and technical procedures.
  • Experience in writing reports. Proficient in MS Office – specifically Excel, Word, PowerPoint.
  • Ability to effectively present information and respond to questions from groups of managers, clients and customers.
  • Experience in solving practical problems and dealing with a variety of concrete variables in situations where only limited standardization exists.

Other Desirable qualities;

  • Planning and organization skills with focus to delivering desired results
  • Ability to project a positive image for him/ herself and the company.
  • Good team player with a commitment to value-based leadership.
  • Credibility and flexibility to deal with people at a variety of levels.
  • Highly adaptable and versatile; and ability to create good and strong work ties cross departmentally
  • Ability to handle ambiguity and work unsupervised in any environment.
  • Ability to motivate staff through leadership and handle high stress environment positively.
  • Committed to quality, customer service, equal opportunities and diversity, best practice and best value

How to Apply

Interested candidates to send updated CV to with the job title ”Technical Support Team Leader” as the subject line not later than 6th December 2021.

Wananchi Group is an equal opportunity employer and offers competitive remuneration and benefits to the right candidate.

Only short-listed candidates will be contacted.

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