Enterprise NOC Support Engineer at Jamii Telecommunications
Job Description
We are looking to recruit an Enterprise NOC Support Engineer
whose responsibility will be identifying, diagnosing, managing and resolving
incidents to minimize the impact of any network outage and customer downtime.
They will also be responsible for ensuring that customer SLA’s are achieved for
all services using Network Monitoring and end-to-end Incident Management
processes.
ENTEPRISE NOC SUPPORT ENGINEER JOB RESPONSIBILITIES
- Troubleshoot
and provide first-level customer technical support for JTL’s Enterprise
customers
- Handle
assigned tickets till closure, including continuous liaison with customers
- Perform
Root Cause Analysis (RCA) for reported and unreported customer issues.
- Work
towards permanent resolution of recurring faults to improve service
stability.
- Proactively
monitor links & enterprise services to detect and resolve issues
before customer impact.
- Provide
real-time network health surveillance and alarm reporting using monitoring
and surveillance tools.
- Ensure
SLA commitments to enterprise customers are consistently met.
- Escalate
performance-related issues to higher support tiers or engineering teams
where necessary.
- Document
troubleshooting steps, fixes, and root causes in line with NOC procedures.
- Contribute
to knowledge base and SOP improvements for faster resolution of recurring
issues.
- Attend
customer services reviews for the assigned enterprise customers.
- Create
network monthly performance reports for the assigned enterprise customers
Requirements
- Bachelor’s
degree in Information Technology, Computer Science, Telecommunications, or
related field
- Cisco
CCNA is required. CCNP Enterprise, JNCIA, ITIL or equivalent are an added
advantage).
- At
least 3 years’ experience in a NOC, ISP, or Telecom support environment
- Strong
understanding of networking fundamentals: TCP/IP, LAN, WAN, MPLS, VPN,
VLAN, QoS.
- Hands-on
experience with routing & switching protocols (BGP, OSPF, EIGRP, STP).
- Familiarity
with network monitoring tools (e.g., Zabbix, SolarWinds, PRTG, Nagios).
- Experience
with customer connectivity services: DIA, IP VPN, Metro-E, FTTH/FTTx.
- Ability
to perform first-level troubleshooting of routers, switches, and
firewalls.
- Comfortable
working with CRM / ticketing systems (e.g., ServiceNow, Remedy, Zoho
Desk).
ACCOUNT MANAGER ROLE
We are looking for a competent individual to fill the
position of Account Manager whose role will be to build, maintain and grow
customer base and relationships.
KEY JOB RESPONSIBILITIES FOR ACCOUNT MANAGER ROLE
- Developing
strong relationships with customers, connecting with key business
executives, and stakeholders;
- Act as
a primary point of contact for clients, helping them achieve their
objectives by providing tailored solutions and services;
- Build
and maintain strong, long-lasting relationships with key decision makers;
- Identify
and pursue new sales opportunities within existing accounts and beyond;
- Monitor
accounts’ health and ensure customer satisfaction through regular
check-ins;
- Resolve
client issues and complaints promptly to improve customer experience and
retention;
- Negotiate
and contract, close and manage service agreements including conducting
regular customer reviews with customers to assess service delivery and
propose improvements;
- Ensure
timely and successful delivery of solutions according to customers’ needs
and objectives;
- Provide
regular reports on account performance, sales activities, pipelines and
forecast to management;
- Analyse
market trends, customer needs and competitors’ offerings to stay
competitive;
- Take
the lead in tendering and tender management for both technical and
financial proposal and proactively follow up;
- Stay
updated on the JTL’s services, products, and solutions;
- Understand
industry trends and emerging technologies;
- Assist
with challenging client requests or issue escalations as needed;
- Keep
clients satisfied and engaged with our products and services in the long
run.
QUALIFICATIONS FOR THE ACCOUNT MANAGER ROLE
- Bachelor’s
degree in business, Marketing, Telecommunications or any other related
field.
- Proven
4 – 5 years’ work experience as an Account Manager, Key Account Manager,
Sales Account Manager, or relevant role
- Proficiency
in CRM software and Microsoft office
- Demonstrable
ability to communicate, present and influence key stakeholders at all
levels of an organization, including executive.
- Ability
to understand technical concepts and translate them into business
solutions
- Analytical
skills with a proactive approach to problem-solving.
- Brand
Ownership and integrity is key; high level of customer focus and a
commitment to delivering results
- Proven
track record managing clients’ relationships and achieving sales targets.