The Ugandan Jobline

• The
  incumbent will inform the Customers of any service issues,
  interruptions or planned maintenance and internal employees.
• Actively
  providing first level technical support by receiving all service requests
  and providing timely technical support in order to resolve the issue.
• Tasked
  with identifying and responding to faults within ROKE Telkom’s
  infrastructure, liaising with field engineers, technical team, contractors
  or 3rd party providers as necessary, escalating to senior engineers and
  following through technical issues through to resolution in a
  timely and efficient manner to ensure maximum service uptime.
• Routinely
  communicating to internal stakeholders including the account relationship
  team about planned maintenance activities, RFOs (reason for outage) as
  required so that internal and customer SLAs regarding notifications
  can be adhered to.
• Escalating
  problems to the relevant individuals within the technical team and account
  relationship team when necessary to ensure that customer expectations can
  be met as well as having an understanding of when it becomes
  necessary to seek help in resolving incidents.
• Assisting
  co-location customers with remote “hands and eye” support to
  remotely troubleshoot problems that would otherwise require the customer’s
  physical on-site presence to maximise service uptime.
• Proactively
  monitoring system and network health and availability using established
  monitoring tools in order to ensure customer satisfaction by mitigating
  problems to avoid degraded service.
• Tasked
  with co-ordinating with the provisioning team to fulfil all new
  customer turn ups including configuration, routing updates and other
  network implementations in a swift manner within customer build lead time
• In
  charge of monitoring of facilities at all ROKE Telkom points of presence
  (POPs), i.e. air-conditioning, UPS, generators, power usage,
  running health and safety and housekeeping checks to ensure optimum
  operation to ensure that any issues are flagged and dealt with by the
  relevant technical team members.
• Maintaining
  technical documentation of processes and procedures used throughout
  normal operations to ensure efficiency, consistency and highest standards.
• Tasked
  with preparing a hand over report at the end of every shift indicating all
  major events that occurred during the shift and all unresolved issues to
  be handled by the incoming NOC engineer in order to ensure smooth
  continuity of follow up.
• Participate
  in regular departmental planning and service review meetings to keep
  abreast of upcoming operational changes and objectives and to ensure
  efficiency and effectiveness.

• The ideal candidate for the Roke Telkom
  NOC Engineer job opportunity must hold a University degree (BSc) in Computer Science or
  Telecommunications Engineering from a recognized university
• Professional
  CCNA Certification
• At least two years of progressively responsible experience in a
  telecoms environment
• Previous
  exposure and experience in advanced networking
• Possess
  good customer service/ end user support experience
• Computer
  literacy skills i.e. proficient with Project Excel, Visio and MS office
• Strong
  interpersonal and communication skills;
• Excellent
  problem solving and analytical thinking skills;
• Keen
  attention to detail and multitasking ability;
• Result-
  and team-oriented, honest and of high integrity; and
• Ability
  to work with minimum supervision.

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