Job Opportunity at Vodacom Tanzania – CSOC Support Engineer

CSOC Support Engineer 

Full Time

Vodacom Tanzania Plc

Role Purpose

  • To act as a first line support with the configuration, troubleshooting, monitoring, reporting and isolating problems for the enterprise customers.
  • To provide technical support to ensure corporate customers with high service availability and reliability.
  • To receive customer incidents calls from corporate clients that have solutions offered by Vodacom Plc and isolate the problem and take necessary actions for resolution
  • To manage incidents, problems, capacity, configurations, SLAs (Service Level Agreements), and changes for the customers that Vodacom Plc has acquired.
  • To advise the customers accordingly and eloquently on their problems, and ensure that Vodacom Plc does not lose a customer because of after sale support.

Key accountabilities and decision ownership

  • Make sure the service levels that we have with the corporate are met, through Service Level Management process.
  • Ensure that the customers are always within their capacity and play advisory role as and when there is congestion through Capacity Management process.
  • Proactively advise the customers in case there is availability issue through Availability Management process.
  • To achieve SLA Mean Time To Resolution (MTTR), through Incident Management process
  • Make sure root-cause analysis for all problems are done in a professional manner and are documented and advised to the customer through the process of Problem Management.
  • Manages the network through Change Management process, and an up to date Configuration Management database for our customers.

Core competencies, knowledge and experience

  • Working experience with IT systems.
  • Working experience with Data networks.
  • Experience in telecommunication industry is an added advantage.
  • Excellent analytical and critical reasoning skills translated from customers queries.
  • Good interpersonal communication skills

Must have technical/professional qualifications:

  • Degree in Communication, Computer Science, Information Technology or its equivalence.
  • Good knowledge of IP technology
  • Knowledge on transmission networks.
  • Computer Literacy conversant in MS Excel, PowerPoint and Word.
  • Data entry into any database system.
  • Knowledge of GSM and UMTS technology
  • Knowledge of telecommunication systems
  • Certified ITIL, CISCO, Huawei or Juniper equipment, or if not should commit to be certified in at most 3 months.