10 August 2017

2 Fresher NOC Engineer Job Placements - Roke Telkom

Organisation: Roke Telkom Ltd
Reports to: Technical Supervisor NOC
Duty Station: Kampala, Uganda

About US:
Roke Telkom Ltd. is a licensed Public Service Provider and Public Infrastructure Provider, with the Uganda Communications Commission dealing in Voice over Internet Protocol (VOIP) call termination and Wholesale Data, trading as Roke Telkom.

Job Summary: The NOC Engineer should be an experienced Field Engineer who will be responsible for providing shift based support, ensuring maximum service availability and performance through effective Communication, Monitoring, Event and Incident Management on a 24/7/365 basis.

Key Duties and Responsibilities:  
  • The incumbent will inform the Customers of any service issues, interruptions or planned maintenance and internal employees.
  • Actively providing first level technical support by receiving all service requests and providing timely technical support in order to resolve the issue.
  • Tasked with identifying and responding to faults within ROKE Telkom's infrastructure, liaising with field engineers, technical team, contractors or 3rd party providers as necessary, escalating to senior engineers and following through technical issues through to resolution in a timely and efficient manner to ensure maximum service uptime.
  • Routinely communicating to internal stakeholders including the account relationship team about planned maintenance activities, RFOs (reason for outage) as required so that internal and customer SLAs regarding notifications can be adhered to.
  • Escalating problems to the relevant individuals within the technical team and account relationship team when necessary to ensure that customer expectations can be met as well as having an understanding of when it becomes necessary to seek help in resolving incidents.
  • Assisting co-location customers with remote "hands and eye" support to remotely troubleshoot problems that would otherwise require the customer's physical on-site presence to maximise service uptime.
  • Proactively monitoring system and network health and availability using established monitoring tools in order to ensure customer satisfaction by mitigating problems to avoid degraded service.
  • Tasked with co-ordinating with the provisioning team to fulfil all new customer turn ups including configuration, routing updates and other network implementations in a swift manner within customer build lead time
  • In charge of monitoring of facilities at all ROKE Telkom points of presence (POPs), i.e. air-conditioning, UPS, generators, power usage, running health and safety and housekeeping checks to ensure optimum operation to ensure that any issues are flagged and dealt with by the relevant technical team members.
  • Maintaining technical documentation of processes and procedures used throughout normal operations to ensure efficiency, consistency and highest standards.
  • Tasked with preparing a hand over report at the end of every shift indicating all major events that occurred during the shift and all unresolved issues to be handled by the incoming NOC engineer in order to ensure smooth continuity of follow up.
  • Participate in regular departmental planning and service review meetings to keep abreast of upcoming operational changes and objectives and to ensure efficiency and effectiveness.

Qualifications, Skills and Experience:
  • The ideal candidate for the Roke Telkom NOC Engineer job opportunity must hold a University degree (BSc) in Computer Science or Telecommunications Engineering from a recognized university
  • Professional CCNA Certification
  • At least two years of progressively responsible experience in a telecoms environment
  • Previous exposure and experience in advanced networking
  • Possess good customer service/ end user support experience
  • Computer literacy skills i.e. proficient with Project Excel, Visio and MS office
  • Strong interpersonal and communication skills;
  • Excellent problem solving and analytical thinking skills;
  • Keen attention to detail and multitasking ability;
  • Result- and team-oriented, honest and of high integrity; and
  • Ability to work with minimum supervision.

How to Apply:
All suitably qualified and interested candidates are encouraged to send their applications including cover letter, resume and the details of three referees IN ONE DOCUMENT to hr@roketelkom.co.ug. You may also send your hardcopy applications addressed to:

Human Resource Officer,
Roke Telkom,
Block A UAP Building Nakawa,
P.O. Box 31386 Bugolobi. Uganda

Deadline: 15th August, 2017

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