Our client is a Kenyan ISP providing fast, secure fiber and wireless internet services, plus networking solutions for homes and businesses at competitive rates.
The Technical Team Lead will oversee all first-level active and passive, on-site and off-site technical support for the Ruiru office infrastructure. The role also involves diagnosing and resolving faults on core network devices, including routers, switches, firewalls, bandwidth managers, and cache appliances.
Key Responsibilities
- Team Management: Supervise and mentor the technical team by providing guidance and support in day-to-day operations. Schedule shifts, assign tasks, and ensure adequate coverage to maintain 24/7 network monitoring/support and NOC reachability.
- Technical Leadership: Provide technical guidance and support to team members in troubleshooting complex issues and implementing solutions.
- Escalation Point: Serve as the first escalation point for Network faults and prolonged Network faults.
- Network Faults/Availability Reports and Escalation: Ensure accurate network fault reports and timely escalation notifications are prepared and submitted as needed. Ensure precise and punctual preparation of network availability reports as required.
- Training and Development: Provide technical training on tools, technologies, and processes in collaboration with other stakeholders.
- Knowledge-base management: Champion knowledge sharing by ensuring regular updates to the knowledge base.
- Participation in Cross-Functional and Team meetings.
- SLA management: Manage SLAs for links provided by third parties and prepare monthly reports. Ensure prompt reporting of network faults within the established Operations Level Agreement (OLA). Facilitate timely resolution of network faults through diligent follow-up on restoration efforts and appropriate escalation to relevant stakeholders.
- Team Performance Management: Support the team in meeting their goals and conduct continuous performance monitoring and evaluation.
- Manage and plan the technical team leave plans.
Other Duties
- Perform any other duties as reasonably assigned by the management that align with the employee’s skills, qualifications, and the overall purpose of the role.
Requirements
Education and Experience:
- Diploma/Degree in Telecommunications, Information Technology, or a related field.
- 4-5 years’ hands-on experience as a field technician in telecommunications, particularly in fiber optic installations and maintenance.
- CCNA, CCNP certification is desired.
- A hands-on experience with the following is a must: Routing, Switching, and GPON Technology.
- Experience with Wired, Wireless Point-to-Point and Point-to-Multipoint technologies is desirable.
- Knowledge and experience in reading, analyzing, and interpreting periodical reports, and technical procedures.
- Experience in handling technical support involving internal systems and customer devices.
Behavioral Competencies:
- Maintain standards of conduct.
- Be respectful and flexible.
- Demonstrate sound work ethics.
- Strong interpersonal skills and excellent customer-facing skills.
- Good organizational skills and attention to detail (including ability to work accurately).
- The flexibility and willingness to learn.
- The ability to work individually or as part of a team.
- Ability to prioritize and manage different tasks at once.
- Strong communication skills, both written and verbal.
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