Engineer - Enterprise Customer Support

About the role

The Engineer – Enterprise Customer Support will provide Level 2 technical assistance to Safaricom’s enterprise customers, partners and special projects, ensuring high service availability and customer satisfaction.

Key responsibilities

• Uphold the company code of conduct, safety, health and wellbeing policies.
• Handle enterprise customers, support partners and Safaricom special projects.
• Provide Level 2 technical support and build tools to reduce errors and improve customer experience.
• Perform root‑cause analysis for production errors and permanently resolve recurring faults.
• Investigate and resolve technical issues, developing scripts to automate visualization.
• Research, review and recommend emerging technologies, liaising with stakeholders for adoption.
• Collaborate with Level 3 support experts to diagnose, troubleshoot and repair complex issues.
• Monitor capacity and report on client circuits and network resources.
• Perform scheduled preventive maintenance for proactive global customer support.
• Escalate issues to backend teams, communicate ticket status and service outages.
• Document all customer solutions, preventive and restorative procedures.
• Produce weekly and monthly performance reports on link performance.

Required profile

• ITIL V3 certification or equivalent.
• ICDL certification.
• A+ certification (hardware & software).
• Cisco certifications: CCNA, CCNP, HCNA, HCNP.
• Experience in IT service management and hardware/software/system support.
• Knowledge of IT platforms, operating systems, LAN/WAN and wireless technologies.
• Experience supporting Safaricom systems is a plus.

Required skills

• ITIL V3
• ICDL
• A+ (hardware & software)
• Cisco CCNA
• Cisco CCNP
• Cisco HCNA
• Cisco HCNP
• LAN/WAN networking
• Wireless networking
• Operating systems administration
• IT service management
• Hardware support
• Software support
• Scripting for automation (visualization)