Qualifications
- Dip/ Bachelor’s Degree in Information Technology, Telecommunication, Electrical & Electronics Engineering or related field.
- 1+ years of experience in a similar role.
- Basic understanding of fiber network concepts.
- Excellent communication and customer service skills.
- Ability to multitask and maintain focus in a fast-paced environment.
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Responsibilities:
- Prioritize and dispatch field engineers based on service level agreements (SLAs) and urgency.
- Track work orders and ensure timely updates from the field teams.
- Monitor and update all tickets and faults related to ISP scopes.
- Actively follow up with technicians to ensure tickets are resolved within the agreed SLA.
- Ensure all tickets are closed within the approved MTTR.
- Promptly escalate issues for intervention as expected.
- Provide regular and high-quality updates to clients on the status of tickets, adhering to the agreed timelines.
- Ensure Service Level Agreements are maintained and exceeded through efficient ticket management.
- Prepare daily reports on all ISP scopes achieved.
- Maintaining a good relationship and rapport with the clients.
- Ensure 100% compliance on EHS standards for the teams in regions being handled.
- Any other duty that may be assigned from time to time.
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How to Apply
All qualified and interested candidates should send their CV and Application Letters to jobs@fireside.africa
Only short-listed candidates will be contacted