IT Career Jobs - NOC Engineers at Roke Telkom



Job Title:  NOC Engineers
Organisation: Roke Telkom
Duty Station:  Kampala,Uganda
Reports to:      Technical Operations Manager

About Roke:
Roke Telkom is a Uganda based telecommunications company in operation since 2006 licensed by Uganda Communications Commission (UCC) under a Public Service Provider (PSP) license. In 2010, Roke Telkom acquired a Public Infrastructure Provider (PIP) license in addition to the PSP license, in order to expand the range of products and services offered to the market. Roke Telkom has numerous advantages over competitors in the call termination and data services markets.

Job Summary: The NOC Engineers will be form part of an integral team in the Technical Department responsible for liaising closely with clients and internal stakeholders to ensure that all queries are analysed, logged, tracked and resolved within a timely manner. The NOC engineer is also responsible for monitoring the network infrastructure to ensure maximum service availability and to provision customer network services.

Key Duties and Responsibilities:
  • Managing internal and external communications effectively using the most appropriate channels
  • Actively providing 1st level support by receiving and logging all service requests and incidents and following up through to resolution within customer service level agreement timelines.
  • Identifying and responding to faults, liaising with field engineers, contractors or 3rd party providers as necessary, escalating to senior engineers and following through to resolution.
  • Communicating to stakeholders regarding planned maintenance activities and any unforeseen service outages.
  • Escalating problems when necessary to ensure that customer expectations are met
  • Assisting co-location customers to remotely troubleshoot problems
  • Proactively monitoring system and network health and availability
  • Co-ordinating with the provisioning team to fulfill all new customer turn ups including configuration, routing updates and other network implementations in a swift manner within customer build lead time
    Monitoring and management of facilities at all points of presence (POPs), i.e. air-conditioning, UPS, generators, power usage, running health and safety and housekeeping checks to ensure optimum operation.
  • Maintaining technical documentation of processes and procedures used throughout normal operations to ensure efficiency, consistency and highest standards.
    Regularly updating the customer database, customer contact lists, and other relevant customer technical records

Qualifications, Skills and Experience:
  • The applicant should hold a University degree (BSc) Computer Science/ Information Technology/ ICT from a recognized university;
  • Additional professional CCNA Certification
  • At least a year’s experience in a telecoms environment
  • Computer literate, proficient with internet and email applications, MS Visio and MS office
  • Possess basic networking knowledge
  • Customer service and end user support / experience
  • Willing to work on an 8 hour shift in a 24x7 work environment

How to Apply:
If you are interested in applying for any of these roles please send your electronic applications including cover letter, resume and the details of three referees IN ONE DOCUMENT to admin@roketelkom.co.ug
NB: Please note as we receive high volumes of applications, only shortlisted applicants will be contacted.

Deadline: Monday, 16th December 2013 by 5:00p.m.

For More Ugandan Jobs, Please Visit http://www.theugandanjobline.com   or find us on our facebook page https://www.facebook.com/UgandanJobline
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