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Full-time Enterprise Service Desk Engineer

at Safaricom in Nairobi

Enterprise Service Desk Engineer at Safaricom in Nairobi – Kenya Jobs, Careers and Vacancies

Safaricom Limited is the leading mobile telecommunications company in Kenya. We are at the forefront of the industry and always seek to attract and retain talented, creative and innovative team players who are excited by the opportunity of pushing the frontiers of this evolving technology, growing our services, exciting our customers and contributing to our community. At Safaricom, we take pride in our talent and develop them to realize their maximum potential!

We are pleased to announce the following vacancy in the Network & Service Operation Department within the Technology Division. In keeping with our current business needs, we are looking for a person who meets the criteria indicated below: Reporting to the Service Desk Manager – the holder of the position will provide technical support for Enterprise customers and ensure service requests from customers are fulfilled within defined SLA’s. The role holder will also ensure timely service delivery.

Key Responsibilities:

  • Address and deliver requested services and assist with general information or customer complaints within defined timelines;
  • Perform root cause analysis of reported service requests and incidents;
  • Manage escalations from customers and ensure feedback is provided within defined timelines;
  • Manage 3rd party vendor(s);
  • Provide performance reports and identify gaps aimed at improving services;
  • Customer SLA performance reporting;
  • Document and review quarterly the processes, procedures and work instructions for Enterprise Service Requests;
  • Provide evidence of skill/talent development;
  • Maintain certification and accreditation to meet section requirements.

Role requirements;

  • Degree in Computer Science, Information Technology, Electrical & Electronics Engineering;
  • Cisco Certification: CCNA is a must;
  • ITIL V3 Certification or equivalent is an added advantage;
  • CCNP, CCIP, CCSP, MCSE, RHCA is an added advantage;
  • 1 year experience in a technical support field in an ISP or Telecommunications Company;
  • Experience in current LAN/WAN technologies and Wireless Platforms (3G, WiMax, Fibre, IP MPLS);
  • Experience in TCP/IP, LAN, POP3, IMAP, SMTP, Windows Operating Systems, Linux, Unix, Ubuntu & Fedora;
  • Experience in managing escalations using defined OLAs & SLAs;
  • Experience in managing 3rd Party Vendors;
  • Excellent People Skills;
  • Problem Solving Skills;

If you feel that you are up to the challenge and possess the necessary qualification and experience, please send your resume with your cell phone contact indicating your experience and why you are the most suitable candidate for the role clearly quoting the job title and job reference to the address below by Thursday 19th September 2013.

The Head of Talent and Resourcing,
Safaricom Limited
Nairobi via E-mail to

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Published at 12-09-2013
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