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Expiry Date: 28.Nov.2017
Other Dar es Salaam District Dar Es Salaam
CORE JOB DESCRIPTION
Reporting to the Manager, the CSOC Support Engineer is responsible for monitoring, troubleshooting, configuring, reporting and isolating problems for the Enterprise business data networks services. The specialist will also provide support to ensure customers with the availability and reliability of the services.
Essentially the specialist will be responsible for recommending, implementing and operating tools required to support (Problem Isolation) the enterprise data network solutions that we have offered to the customers. More he/she will be responsible to adopt ITIL methodology in all his conduct to support the customers.
The specialist is responsible to receive customer incidents calls from corporate clients that have solutions supplied by Vodacom Plc and isolate the problem and take necessary actions for resolution, in the course of this a CSOC Support Engineer is expected to make sure he/she coordinates and manages end to end communications towards resolution between the customer and other internal departments if need be clearly and eloquently.
Using ITIL methodology the specialist should manage incidents, problems, capacity, configurations, SLAs (Service Level Agreements), and changes for the customers that Vodacom Plc has acquired.
The motto of the job is for the specialist to always, when on duty to know and be aware of the customer’s problems before the customer and advise the customer accordingly and eloquently, and ensure that Vodacom Plc does not lose a customer because of after sale support.
Main duties of the CSOC specialist
1 Make sure the service levels that we have with the corporate are met, through Service Level Management process.
2 To ensure that the customers are always within their capacity and play advisory role as and when there is congestion through Capacity Management process.
3 Proactive advise the customers in case there is availability issue through Availability Management process.
4 To achieve SLA Mean Time To Resolution (MTTR), through Incident Management process
5 Make sure root-cause analysis for all problems are done in a professional manner and are documented and advised to the customer through the process of Problem Management.
6 Manages the network through Change Management process, and an up to date Configuration Management database for our customers.
7 Design and configure switching and routing networks, using CISCO and Huawei devices.
8 Troubleshooting of networks using ethereal, wire - shark, and net flow tools
9 Writing postmortem reports for customers incident/problems.
10 Performing FAT (Factory acceptance test) before commission.
QUALIFICATIONS AND TRAINING
• Degree in Communication, Computer Science, Information Technology or its equivalence.
• Good knowledge of IP technology
• Knowledge on transmission networks.
• Computer Literacy conversant in MS Excel, PowerPoint and Word.
• Data entry into any database system.
• Knowledge of GSM and UMTS technology
• Knowledge of telecommunication systems
• Certified CISCO or Juniper equipment, or if not should commit to be certified in at most 3 months.
• Working experience with IT systems.
• Working experience with Data networks.
• Any experience in telecommunication industry is an added advantage.
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