Tuesday, 7 February 2012

Cellulant - Support Engineer Job in Kenya

Our Client, Cellulant, is a technology-driven aggregator of value added services and content on GSM networks. Cellulant runs services based on USSD, SMS, Voice (IVR), MMS, GPRS and J2ME technologies.

With operations in Kenya, Tanzania, Uganda, Nigeria, Ghana, Botswana and Zambia, Cellulant is one of the most innovative and fastest growing regional players in the Mobile VAS industry.

Cellulant was Judged Top (Number 1) Mid-sized Business in 2008 KPMG/Business Daily Top 100 SME Survey.

Job Title: Support Engineer

Reporting To: Support Manager

Job Location: Nairobi

Eligible Nationalities: Kenyans

Key Areas of Responsibility
  • Identify incidents and be the first point of contact for users and customers; Record, classify, prioritize and routing of incidents.
  • Diagnose, escalate, and resolve based on documented processes and procedures.
  • Attempt to resolve incident using Level 1 templates, knowledge base articles and experience
  • Track progress of incidents by accurate and timely recording of incident status and of work notes
  • Ongoing communication of progress to the user
  • If incident can be resolved by Level 1 team, then document the resolution of incident to ensure that this is clear and understandable by the User / ensure the user is satisfied with the resolution \ confirm classifications of the incident request to improve management information and aid future incident matching
  • Where appropriate, assign incident to Level 2 or 3 support
Required Skills and Competencies

Academic Qualifications:
  • A first degree or higher diploma in an IT related field
  • Degree / Diploma qualifications in Customer service.
  • Firm grasp of how the web works.
  • networking, linux, MySQL, programming and software products
  • A minimum of one years’ experience in the Customer Support field in the IT industry
Other Skills Requirements:
  • Strong Problem solving skills
  • Good people skills
  • Excellent communication skills, both written and verbal with great attention to detail.
  • Strong rapport and relationship- building skills with both internal departments and external customers.
  • Strong organizational, time management and prioritization skills.
  • Able to take a creative approach to situations and problem solving.
  • Team player who will enjoy performing multiple technical functions when needed.
  • Works under limited direction.
  • Determines and develops approach to solutions.
  • Evaluates work upon completion to ensure objectives have been met.
  • Contributes to the development of organization's goals and objectives.
  • Ability to professionally manage multiple priorities with minimal supervision and on schedule.
  • Able to work to tight deadlines and produce solid work that is both correct and to a high standard.
  • Confident in face-to-face internal and external meetings. Be able to discuss their subject matter in a way that provides confidence to the customer and demonstrates strong communication skills
How to Apply:

Interested candidates should forward their applications enclosing copies of their detailed CVs to the following address:

Adecco Employment Services
Email: info@adeccokenya.com

Note: Only shortlisted candidates will be contacted


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