Jobs in Blantyre Malawi Telekom Networks Malawi Limited Jobs in Blantyre Enterprise Service Support Engineer Jobs in Blantyre at Telekom Networks Malawi Limited Enterprise Service Support Engineer Employment opportunities Telekom Networks Malawi Limited
Closes*> December 13, 2020
Telekom Networks Malawi Limited
The Enterprise Service Support Engineer-ESOC shall act as the first point of
contact for Managed Service customers who contact TNM to report issues and
faults relating to services being offered. They shall provide first time
resolution achieved by troubleshooting, diagnosing and resolving problems at
the first point of contact and escalating the fault to the second line
specialist team to investigate and resolve.
Main Duties and Responsibilities
> Logs new service requests and change requests, categorizing and prioritizing them in line with policies and procedures
> Advise transmission, Core network and service delivery engineers on how a solution should be delivered to suit the customer requirements
> Prepares and Issues out job cards to service delivery field engineers for tasks to be carried out onsite at a customer’s premise
> Allocates relevant IP addresses to new services based on customer requirements
> Provides first line of support to enterprise incidents and problems
> Correctly logs incidents and faults, categorizing and prioritizing them in line with policies and procedures
> Ensures that all faults are progressed & cleared within SLA, and escalating to other internal and external teams as appropriate
> Manages faults through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress
> Identify and escalate repeated issues or service risks to service management teams
> Monitors service quality of Internet and VPN customers by measuring latency, packet loss percentage and CPE uptime. Escalate to ASG networks team to improve quality of experience for enterprise customers.
> Actively monitor customer servers on TNM mini cloud to ensure maximum availability and performance
> Monitors Spam on enterprise smart host servers
> Creates customer’s hosted mailboxes on Cpanel hosting platform and assists the customers with configuration of email accounts on their personal computers
> Provisions new servers on TNM Mini cloud
Educational and other professional requirements
> Bachelor’s Degree in Information Technology
> Telecommunications, those with a Diploma and experience in a similar job will be considered
> Technical experience in ICT related field and customer service experience at a busy service desk i.e. Call Centre
> Knowledge in software packages i.e. Microsoft Exchange, Office 365,Sage and Proteus
> Knowledge of computer network protocols i.e. OSPF, EIGRP, ISIS, RIP, IP, TCP, UDP
> Knowledge of Windows, Linux and Unix operating systems
> Excellent written and oral communication, interpersonal, analytical and problem solving skills
Interested applicants are requested to submit their applications and
Curriculum vitae (CV) to
The Chief Human Resources Officer
Telekom Networks Malawi Limited
Livingstone Towers
P.O Box 3039
Blantyre
OR
Read and Apply Now Through
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Email vacancies@tnm.co.mw
Jobs in Blantyre Malawi Telekom Networks Malawi Limited Jobs in Blantyre Enterprise Service Support Engineer Jobs in Blantyre at Telekom Networks Malawi Limited Enterprise Service Support Engineer Employment opportunities Telekom Networks Malawi Limited
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Thursday, December 10, 2020
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