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Wifi Plus Solutions is a rapidly growing company based in Tanzania, offering unlimited high-speed Wi-Fi and internet services to SMEs, corporations, individual consumers, and residential customers. The company’s workforce is expanding quickly due to the nature of its current operations.
Job Title: NOC Support Engineer-Intern
Company: WIFI PLUS SOLUTIONS
Job Level: Standard
Contract Type: Full-time
Experience Required: 2 years and above
Education Required: Degree
Number of Positions: 1
Age Limit: Not more than 35 years
The company seeks a young, competent, and qualified individual with high integrity to fill the NOC Support Engineer-Intern position, reporting to the Head of Engineering & Technical Department.
Key Duties and Responsibilities:
- Configure, test, and troubleshoot various networking equipment to proactively address network issues before they occur.
- Monitor the Wifi Plus Radio Access Network System 24/7, resolving and escalating system alerts as needed.
- Dispatch field technicians to various sites, providing guidance on network device connections, configurations, and troubleshooting.
- Manage trouble tickets using Remedy from creation to resolution.
- Investigate, analyze, document technical issues, and provide recommendations to upper management.
- Continuously monitor the entire WiFi Plus network infrastructure, using tools such as Zabbix, Splynx, Ubiquiti AirControl, Cisco Meraki, SmokePing, MikroTik Winbox, The Dude, and SmartOLT.
- Maximize network performance by ensuring redundant links are available to reroute traffic in case of faults on the main links.
- Investigate network faults, resolve them remotely when possible, or arrange for maintenance, upgrades, replacements, expansions, and recoveries.
- Design solutions for new base stations, including RF planning and integration with monitoring tools.
- Provision new client links, ensuring optimal service and initial customer satisfaction.
- Proactively monitor client link degradations and faults, requesting support before issues arise to reduce complaints and enhance client experience.
- Troubleshoot internet issues raised by clients, resolving them within stipulated SLAs, and work towards reducing ticket SLA times.
- Generate daily and weekly network status reports for management, aiding in operational planning and decision-making.
- Continuously train the customer service team on first-level case resolutions to reduce escalations and improve KPIs.
Professional Skills:
- Time management and workload prioritization
- Excellent organizational and time-management skills
- Familiarity with service management standards and database operations in network virtual environments
- Flexibility to work in shifts
- Experience with various databases and object-relational mapping (ORM) frameworks
- Creativity with an organized approach
- Excellent oral and written communication skills
- Strong organizational skills and attention to detail
Academic/Professional Qualifications:
- Bachelor’s degree in Computer System Technology or a related field from an accredited institution
- At least 2 years of experience in a Network Operation Center within the ISP industry
- Knowledge of networking, including IP, TCP, VPNs, and network devices (routers, switches, and firewalls)
Remuneration: A competitive salary package will be offered to the selected candidate.
How to Apply:
Applications must be sent by June 11, 2024. Please include an updated CV with your current phone number and the names of three referees. Apply via email at [email protected], quoting the job title in the subject line. Only shortlisted candidates will be contacted. Female candidates are highly encouraged to apply.
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