IT Jobs – Client Services Regional Technical Support Engineer at ICT Company

Organisation: ICT Company
Duty Station:  Kampala, Uganda
Reports to: Client Services
Field Team Leader
About Us: 
NFT Consult, a leading HR Consultancy firm, seeks to recruit for it
valuable client, a leading provider of ICT services for corporate and high end
residential customers in Kenya and East Africa.
Job Summary: The Client
Services Regional Technical Support Engineer (RTSE) is responsible for ensuring
optimal service provision to clients within dedicated region. H/She takes
personal responsibility of resolving customer issues and ensures that all
reported service issues are handled within defined SLA. H/She might also be
called upon to design solutions for clients and also assist in up selling and
cross selling of business solutions.
The job role covers the activities related to creative work undertaken
on a systematic basis, working on existing knowledge gained from  product solutions, research and/or practical
experience, which is directed to giving clients solutions and improving
substantially those already existing. H/She works to provide enterprise-wide
tiered support on converged distribution and access network elements and
connections as needed. May provide support for other moderate services and
other products.
Key Duties and Responsibilities: 
  • Processes all escalated trouble calls and
    work closely with Network Operations engineering, and third party vendors
    to resolve service issues
  • Troubleshoots communication architectures,
    topologies, hardware, software, transmission and signaling links and
  • Performs client network problem resolution
  • Ensure all cabling, equipment
    installation, power and cooling is in compliance with corporate TQA
    standards when supervising third party vendors.
  • Supports in the development and
    documentation of technical standards
  • Implements approved methods of procedure
  • Maintains and supports protocol
    compatibility standards, develops and implements network enhancements and
    makes recommendations for improvement
  • Works on projects/ systems/issues of
    medium to high complexity surrounding customer network configuration and
  • Validates problem descriptions and perform
    detailed problem diagnosis; take corrective actions to resolve network
  • Develops problem resolution procedures
    required to meet Network Operations (ISP) standardization and performance
  • Maintains awareness of network activities
    affecting local elements
  • Works closely with Sales and Account
    management teams to review and document solutions for clients.
  • Provides required reports for clients and
    for the region on support status and activities.
Qualifications, Skills and
  • The applicant should hold a Bachelor’s
    Degree in Information Technology or Information Systems or Computer
    Sciences or Business Information Technology or Business Information
    Systems, Telecommunication or related discipline.
  • At least two to four years;
  • Past experience in the IT industry
    focusing specifically on network infrastructure support and maintenance
  • Past exposure and experience working with
    either large Enterprise or/and Service provider networks to handle MPLS,
    Network Security, VSAT,CISCO,VC,VOIP, development of BCPs/Disaster
    Recovery, Cloud technologies, Mail Systems – Mdeamon, Exchange, Lotus
    notes, etc. certified and practical knowledge of its application
  • Professional Certifications i.e. CCNA,
    CCNP, CCDP, MCSE, MS Windows and practical knowledge of its application.
    Certification of the same will be an added advantage
  • Ability to design and offer solutions
    compelled by demand and learn quickly on the ground
  • Practical knowledge in Wireless and Wired
    Networks is an added advantage.
  • Customer Service skills and training with
    excellent oral and written communication skills.
  • Excellent organizational, analytical and
    reporting skills.
  • Good business acumen
How to Apply:
All suitably qualified candidates should visit the web link below and
create a profile on the NFT Consult website by entering their e-mail addresses.
Please visit web link below and click Apply now if convinced you have the job
requirements. The applications/CVs should be prepared in English and submitted
in either MS Word or PDF format will be considered.
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