Vacancies at Safaricom Kenya

Brief Description
Reporting to the Manager – IT Networks, the Network Administrator will be providing technical expertise, design and support to Safaricom in the field of Call Center, local and wide area network administration.

Responsibilities

• Advises on the communications requirements of installed and planned networked information systems.
• Carries out surveys to establish network connection requirements. 
• Maintain system standards and procedures on network related issues and technically enforce the same.
• Working with the Digital Engineering team on providing various cloud solutions and integrations.  
• Implementation, Configuration and support of the Safaricom voice platforms including the contact center and cisco call manger. 
• Monitors, administers and maintains network security, countermeasures for availability and safety.
• Liaise with other departments to deliver cross team projects and harmonized IT operations in SFC. Provide input, expertise in projects that require IT Network infrastructure for expanding business areas to support retail outlets. Switch rooms and new products and services
• Uses network management tools to investigate, diagnose and resolve network problems within service level agreement tolerances, referring to network users, other staff, and suppliers as necessary. 
• Respond to support issues and connectivity incidents for Safaricom’s Corporate LANs, troubleshooting and IP Addressing and connectivity across the company.
• Implements and administers the SFC internet connection, mail gateways and security.
• Response to support calls on data, telephone support and call center issues as backup for Telephone Services Team Leader. 
• Documentation of network, network design hardware and software inventory.

Qualification

• Graduate/Degree BSc. In Comp. Sc,
• Certified CISCO Engineer
• Experience with different cloud provider technologies including Amazon Web Services, Microsoft Azure. 
• A solid background in Linux/Unix and Windows server system administration
• Understanding of cloud infrastructure and security requirements
• Deep Knowledge of Voice Systems – call Manager, Genesys 
• Knowledge and integration of SIP and PSTN.
• Managing, Configuring and Troubleshooting CISO Security Integrated Services Engine (ISE) 
• Managing configuring and Troubleshooting CISCO Security Intrusion Prevention Systems (IPS) 
• Managing, Configuring and Troubleshooting Checkpoint Firewalls, Cisco Firewalls and Web Authentication Firewalls. 
• Formal professional training or work experience in networking and communication technologies. Knowledge of a networking environment
• Knowledge of Cisco IOS and proficiency in a wide range of networking LAN/WAN products and technologies
• Experience with firewalls, Internet VPN’s remote implementation, troubleshooting, and problem resolution is desired
• Monitor network performance (availability, utilization, throughput, goodput, and latency) and test for weaknesses
  Knowledge of basic network architecture concepts (zones/DMZ, VLANs, segmentation, subnetting. LAN/WAN).

go to method of application »

Reporting to the Manager - Enterprise Premium Support the role holder will perform complex EBU 2nd Line technical support operations for Enterprise customers support escalations and liaise with vendors to offer permanent solutions to recurring problems.

Key Responsibilities:

• Handle Enterprise customers, support, partners and Safaricom special projects.
• Provide Level 2 technical support.
• Build tools to reduce occurrences of errors and improve customer experience.
• Perform root cause analysis for production errors.
• Permanently resolve recurring faults
• Come up with innovative ways to reduce demand.
• Investigate and resolve technical issues.
• Develop scripts to automate visualization.
• Research, review and recommend emerging technologies and innovative customer solutions and liaise with stakeholders for technology adoption to maximize service availability.
• Effectively liaise with subject matter experts-level 3 support players to diagnose, troubleshoot, and repair complex customer issues.
• Perform capacity monitoring and reporting on individual client circuits as well as network resources.
• Perform scheduled preventive maintenance for proactive support for global customers.
• Perform root cause analysis on issues to avoid recurrence.
• Escalate and follow up issues with relevant backend teams.
• Effectively communicate ticket status, service outages and escalate as per established customer support and escalation matrix.
• Ensure all customer solutions are documented.
• Ensure all running configurations are backed up.
• Ensure all Preventive and restorative procedures are documented and adhered to.
• Ensure communication progressively and properly done to all stakeholders Weekly and monthly reporting on link performance Role requirements.

Qualifications:

• Bachelor’s degree in computer science, BSc Electrical and Electronics Engineering, Telecommunications engineering, MIS, or related field.
• ITIL v4 Foundation, Agile and Scrum Fundamentals Certification mandatory
• CCNP, CCNA Security certifications are mandatory; CCIE-Voice, CCIE SP, CCIE R&S is an added advantage.
• Strong understanding of emerging technologies: SDWAN, IoT, managed security, AWS, Microsoft Azure, VMware. Relevant certification on the same is an added advantage.
• 5 years’ experience in technical support and preferably for an Internet Service provider or equivalent.
• Experience in managing Linux based infrastructure.
• Hands-on experience with databases including MySQL, Ruby, Python
• Knowledge of Java/JVM based languages.