IT Career Jobs – NOC Engineers at Roke Telkom

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Job
Title:  NOC Engineers
Organisation: Roke Telkom
Duty
Station:  Kampala,Uganda
Reports
to:     
Technical Operations Manager
About
Roke:
Roke Telkom is a Uganda
based telecommunications company in operation since 2006 licensed by Uganda
Communications Commission (UCC) under a Public Service Provider (PSP) license. In 2010, Roke Telkom acquired a Public Infrastructure Provider (PIP) license in
addition to the PSP license, in order to expand the range of products and
services offered to the market. Roke Telkom has numerous advantages over
competitors in the call termination and data services markets.

Job Summary: The NOC Engineers will
be form part of an integral team in the Technical Department responsible for
liaising closely with clients and internal stakeholders to ensure that all
queries are analysed, logged, tracked and resolved within a timely manner. The
NOC engineer is also responsible for monitoring the network infrastructure to
ensure maximum service availability and to provision customer network services.
Key Duties and
Responsibilities:
  • Managing
    internal and external communications effectively using the most
    appropriate channels
  • Actively
    providing 1st level support by receiving and logging all service requests
    and incidents and following up through to resolution within customer service
    level agreement timelines.
  • Identifying
    and responding to faults, liaising with field engineers, contractors or
    3rd party providers as necessary, escalating to senior engineers and following
    through to resolution.
  • Communicating
    to stakeholders regarding planned maintenance activities and any
    unforeseen service outages.
  • Escalating
    problems when necessary to ensure that customer expectations are met
  • Assisting
    co-location customers to remotely troubleshoot problems
  • Proactively
    monitoring system and network health and availability
  • Co-ordinating
    with the provisioning team to fulfill all new customer turn ups including
    configuration, routing updates and other network implementations in a
    swift manner within customer build lead time
    Monitoring and management of facilities at all points of presence (POPs),
    i.e. air-conditioning, UPS, generators, power usage, running health and
    safety and housekeeping checks to ensure optimum operation.
  • Maintaining
    technical documentation of processes and procedures used throughout normal
    operations to ensure efficiency, consistency and highest standards.
    Regularly updating the customer database, customer contact lists, and
    other relevant customer technical records
Qualifications, Skills
and Experience:
  • The
    applicant should hold a University degree (BSc) Computer Science/
    Information Technology/ ICT from a recognized university;
  • Additional
    professional CCNA Certification
  • At
    least a year’s experience in a telecoms environment
  • Computer
    literate, proficient with internet and email applications, MS Visio and MS
    office
  • Possess
    basic networking knowledge
  • Customer
    service and end user support / experience
  • Willing
    to work on an 8 hour shift in a 24×7 work environment
How
to Apply:
If you are interested in applying for any of these roles please send your
electronic applications including cover letter, resume and the details of three
referees IN ONE DOCUMENT to admin@roketelkom.co.ug

NB: Please note as we receive high volumes of
applications, only shortlisted applicants will be contacted.
Deadline:
Monday, 16th December 2013 by 5:00p.m.

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