CUSTOMER SUPPORT JDs

Junior Level Customer Support- Entry

Reporting to Service Delivery Manager

Requirements:
 Fresh from Campus
 At least a college diploma in IT or related field.

Proposed Salary Scale:

Entry- 350,000TZS during probation (3-Months) and 450,000 TZS upon confirmation

Airtime: 30,000TZS

Names:
Neema and Rose: Current- 350,000 TZH Proposed-450,000 TZS
Peter: Current- 350,000 TZS Proposed- 350,000 TZS
Lightness: Current -450,000TZS Proposed-450,000TZS

Responsibilities:
1. Proactive Network Monitoring
- Monitor Local Nodes and Regional Nodes.
- Monitor clients services and ensure proactive responsiveness in case of downtime
- Acknowledgement of the alarms noted on monitoring systems for links and performing
rapid fault diagnostic checks.

2. Fault Troubleshooting and Management

- Creation of Trouble Tickets on Alarms, Anomalies and Faults on the Network.
- Investigating outages or service degradation reported by Clients and issuing them with
Trouble Tickets.

3. Proactive client reporting

- Call and email client to alert them of downtime.
- Continuously update client in case of service outages, network faults and maintenance. This
involves updating the clients with reason for outage, measures being taken, Estimated Time
Arrival and Estimated Times Resolution and any changes on ETA and ETR’s.
- Follow up calls to confirm service availability and stability after fault resolution.

4. Escalation Management
- Escalating of identified service affecting faults to middle level engineers or within 45mins
troubleshooting and non-resolution.
- Escalating network faults to NOC, CTV and Airtel and making follow ups till resolution.
- Escalating occurrence of Major and Critical Faults to Internal Technical and Projects teams
through SMS and Calls.
K.P.Is
- Resolve 99% of tickets assigned per working shift
- Attend to outages within 15mins of it being noted.
- Send handover reports at end of each shift.
- Follow up calls to ensure service uptime and stability within 1 hour of fault resolution
- Periodic updates to clients within 45mins

Middle Customer Support Level

Reporting to Service delivery Manager

Requirements:
 At least 2 years of experience in Customer Support department/Field Ops.
 Vender training: CISCO/Cambium/RAD
 Proved to work under minimum supervision
 Scored above average in at least 3 consecutive appraisals

Proposed Salary Scale:

550,000-600,000TZS

Airtime: 50,000TZS

Names: Hassan Current–350,000TZS Proposed - 550,000TZS

Responsibilities:
1. Proactive Network Monitoring
- Monitor Local Nodes, Regional Nodes, Backhauls
- Monitor functioning of equipment (Ethernet switches and Microwave Base stations).
- Identification of faults and initiating corrective measures to restore affected traffic.
- Acknowledgement of the alarms noted on monitoring systems for links and performing
rapid fault diagnostic checks.

2. Fault Troubleshooting and Management

- Creation of Trouble Tickets on Alarms, Anomalies and Faults on the Network.
- Investigating outages or service degradation reported by Clients and issuing them with
Trouble Tickets.
- Provide back office support to Field engineer concerning faults affecting the network.
- Continually updating the internal team via mail and or SMS on milestones achieved while
working to restore faults, outages and anomalies on the network.
- Closure of Tickets with relevant RCA (Root Cause Analysis) and Reason for Outage on
tickets raised to the satisfaction customer.

3. Proactive client reporting

- Call and email client to alert them of downtime.
- Continuously update client in case of service outages, network faults and maintenance. This
involves updating the clients with reason for outage, measures being taken, Estimated
Arrival Time and Estimated Resolution Times and any changes on ETA and ETR’s.
- Follow up calls to confirm service availability and stability after fault resolution.
 4. Escalation Management
- Escalating of identified service affecting faults to middle level engineers or within 45mins
troubleshooting and non-resolution
- Escalating network faults to NOC, CTV and Airtel and making follow ups till resolution.
- Escalating occurrence of Major and Critical Faults to Internal Technical and Projects teams
through SMS and Calls

5. Network Grooming
- Working with Field Operations on planned maintenances to stabilize the network and
remove weak points.

6. Reporting
- Development of daily outage on spread sheets.
- Weekly reports of all downtimes experienced with reason for Outage and how it was
resolved.

7. Training
- Provide documentation and on-the-job training for new members of the team.
- Provide specialized skills in specific areas of expertise for both fault resolution and
technical solution.

8. Customer Relationship Management

- Attend at least 1 Service review meeting per month.
- Making Courtesy calls and sending reports to team

K.P.Is
- Resolve 99% of tickets assigned per working shift
- Attend to outages within 15mins of it being noted.
- Send handover reports at end of each shift.
- Follow up calls to ensure service uptime and stability within 1 hour of fault resolution
- Periodic updates to clients within 45mins
- Attending atleast 1 Service Review meeting per month
- Making atleast 3 courtesy calls per day
- Sending Weekly reports on Fridays by 5pm for all outages experienced.
Senior Customer Support Engineer / Team Leader

Reporting to Service Delivery Manager

Requirements:
 At least 4 years of experience in Customer support department/Field Ops.
 Vendor training: CISCO/Cambium/RAD
 Specialization in either Networking/Project Management/Customer Service
 Working with no supervision

Proposed Salary Scale: 600,000 to 1,000,000TZS

Airtime: 70,000TZS

Responsibilities:
1. Taking up Duties incase Service Delivery Manager is away.

2. Proactive Network Monitoring.

- Diagnose/troubleshoot faults and perform mitigation and curative operations.

3. Fault Troubleshooting and Management

- Troubleshoot faults and calculate the level of impact on client services.
- Grading of faults based on Severity Level (Minor, Major or Critical) and escalate accordingly.
- Provide back office support to Field engineer concerning faults affecting the network.
- Continually updating the internal team via mail and or SMS on milestones achieved while
working to restore faults, outages and anomalies on the network.
- Closure of Tickets with relevant RCA (Root Cause Analysis) and Reason for Outage on
tickets raised to the satisfaction customer

4. Network Grooming
- Working with Field Operations on planned maintenances to stabilize the network and
remove weak points.
- Documentation of WiA’s network and continuously updating it.

5. Reporting
- Development of Reason for Outage and Root Cause Analysis on Network Outages.
- Preparing RCAs, RFO and Incidence reports and sending to clients periodically.
 - Analyzing the weekly report and presenting it in graphs/pie charts and giving mitigation
steps to reduce outages

6. Training
- Provide documentation and on-the-job training for new members of the team
- Provide specialized skills in specific areas of expertise for both fault resolution and
technical solution.

7. Customer Relationship Management

- Win back dissatisfied customers.
- Accountable for the delivery of excellent customer interaction with a focus on delivering a
great customer experience and maximizing revenue potential.
- Attending atleast 4 Service review meetings per month.
K.P.Is
- Attending at least 5 Service Review meeting per month
- Making at least 3 courtesy calls per day
- Sending reports before Monday morning.
- Sending Incident reports every 2hours of Critical faults
- Sending RFO/RCAs with 24hours after resolution