Service Engineer

Updated: April 23, 2024 03:34 PM GMT

Wananchi Group

Nairobi

Job Purpose/Summary:

Reporting to the Technical Support Team Leader, the job holder is responsible for call technical support and troubleshooting guidance pertaining to Wide Area Network (WAN), Local Area Network (LAN), Internet, data, voice, mail and managed LAN services queries from customers satisfactorily within the defined scope and laid down standards processes & procedures within the Helpdesk or Onsite.

The job holder will be expected to:

• Identify customer problems of a technical nature that are relevant for technical organization’s quality improvement.

• Investigate and design ad hoc reports that can assist the technical team.

• Undertake extensive troubleshooting for any escalated matters using the existing systems and follow up that they have been resolved.

• Act as a liaison between the Cs Team and the NOC, Engineering and technical team in reporting customer calls and queries so as to provide sufficient information in trying to understand and resolve customer... More Detail