JOB TITLE: Corporate Solutions Support Engineer (Team Leader)
DEPARTMENT: Commercial
REPORTING RELATIONSHIP:
Head of Business Development.
PURPOSE:
Provide technical, customer support for corporate solutions spanning,
business voice and data services. KEY RESPONSIBILITIES: • Management and enablement of team members
• Provide 2nd line customer support - phone, email and trouble ticket escalations in accordance with agreed KPIs
• Shift work as required in accordance with agreed hours of call centre operations and on- call liability
• On site attendance at customer premises where required.
• Conducting technical training for customers when required
• On site implementation and support of key customers
• Carry out and analyze test runs on new and upgraded products so as to verify the Quality of Service
EDUCATION AND EXPERIENCE: • Bachelor Degree in computer Science or related field
• Previous Team Lead/ Supervisory Experience
• Previous Experience in a customer support role with complex Telecoms products – 2 years +Good knowledge of the internet and corporate working environment
• CCNA or equivalent
• General understanding of IP voice technologies
• Fluent English and Swahili speaker
• Flexibility for shift/ weekend working
TECHNICAL SKILLS:
• Hands on knowledge in the deployment and management of mail servers ie Microsoft Exchange, Qmail, Lotus Domino
• Familiar with stages of BlackBerry solution implementation life cycle an advantage
• Familiar with Mobile Data networks (GPRS/EDGE/3G)
• Hands on knowledge in the deployment and management of firewalls, proxies and network infrastructures
• Customer management skills
Applications should be forwarded by email to: careers@zantel.co.tz
