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.