Telecom Administrator – Tier 1 Support

About the role

Oasis Outsourcing is seeking a Telecom Administrator to join its support team in Nairobi. You will be the first point of contact for customers, ensuring communication systems operate smoothly while delivering high‑quality service.

Key responsibilities

• Handle inbound customer calls, create and update support tickets accurately.
• Monitor email and ticket queues, manage new incidents, updates and escalations.
• Perform Tier 1 tasks such as voicemail password resets, extension name changes and basic telecom programming.
• Provide initial troubleshooting for call‑related issues and remote hardware assistance.
• Coordinate with field technicians and higher‑tier support teams to resolve issues.
• Maintain detailed ticket documentation and clear customer communications.

Required profile

• Strong customer service and communication skills.
• Experience in technical support, help‑desk, NOC or telecom environments.
• Basic understanding of TCP/IP networking and familiarity with Microsoft Windows.
• Ability to multitask in a fast‑paced support setting and pay close attention to detail.

Required skills

• VoIP, PBX, SIP and Unified Communications platforms.
• Exposure to Mitel SX‑200 ICP, Mitel MiVoice Business (3300) and Mitel MiVoice Office (400).
• PhoneSuite Voiceware knowledge.
• IT certifications such as CCNA or Network+.