Company: WIFI PLUS SOLUTIONS
Job Position: NOC Support Engineer-Intern
Job level: Standard
Type of contract: Full time
Experience: 2 years and above
Education: Degree
Number of position: 1
Age: not more than 35 years
COMPANY DETAILS
Wifi Plus solutions is a fast growing company operating in Tanzania providing unlimited High speed Wi-Fi and internet solutions to SME, corporates, consumers as well as residential customers. The company operates within the country whereby, the work force increases rapidly due to the nature operations that are executed in the company currently.
JOB TITTLE
The job calls for a young, competent and qualified person of high integrity, NOC Support Engineer-Intern will report to the Head of Engineering & Technical Department.
Key Duties and Responsibilities:
• Configuration, testing, and troubleshooting of various networking equipment aimed at proactively tuning various network issues prior to the occurrence
• Monitoring (24/7) of the Wifi Plus Radio Access Network System and resolving and escalating system alert issues appropriately from start to completion
• Dispatching field technicians to various sites and providing guidance on connection for network devices, configuration, and troubleshooting
• Creating, opening, resolving and closure of escalated trouble tickets using Remedy
• Investigating, analyzing, and documenting technical issues and then providing recommendations to upper
• Continuous monitoring of the entire WiFi Plus network infrastructure. From the core upstream network to the various base stations and micro pops. Monitoring tools used include Zabbix, Splynx, Ubiquiti AirControl, Cisco Meraki, SmokePing, MikroTiks' Winbox, The Dude and SmartOLT.
• Maximizing network performance through continuous monitoring of upstream service providers' links ensuring redundant links are always available to reroute traffic whenever faults occur on the main links
• Investigating faults in the network and try to resolve them remotely, and if not possible, arrange for scheduled maintenance, upgrades, replacements, expansions and recoveries. Actively involved reduction of customer complaints from 40% to below 10%
• Creating solution designs for new base stations using Cambium, Ubiquiti's ISP Design Center, highlighting Horns' placements, issuing management IPs via phpIPAM, effective RF planning, commissioning and integrating to our monitoring tools and proper documentation
• Provisioning of new clients' links and ensuring optimal service is achieved during and after each CPE installation offering initial customer satisfaction.
• Proactively monitor degradations & and faults on clients' links and request for support before they raise issues which significantly reduces clients' complaints, improves their experience and builds confidence in the company brand and products
• Troubleshooting internet issues raised by clients and assisting in resolving them within stipulated SLAs. Actively participate in reducing tickets' SLA from several hours to 45 minutes
• Generating daily and weekly reports and presenting to management on the network status which greatly assists in operational planning and decision-making.
• Involved in continuous training of the customer service team to keep them updated on skills for first-level case resolutions in accordance with company SOPs which has greatly reduced escalations to NOC and improved KPIs
Professional Skills
• Time management and prioritizing workload
• Excellent organizational and time-management skills
• Service management standards and database in operating System, Network Virtual environment.
• Flexibility to work on shift rotation basis
• Experience with varieties of databases and object-relational mapping (ORM) frameworks • Creative but organized
• Excellent oral and written communication skills
• Organizational skills and attention to detail
Academic/ Professional Qualifications
Candidates applying for this post should have the following minimum qualifications:
• A holder of Bachelor’s degree in Computer System Technology or related academic field from an accredited institution.
• A minimum of 2 years previous in Network Operation Center within the ISP industry • Experience with all aspects of networking including IP,TCP,VPNs, network devices (Routers, Switches and firewalls).
Remuneration
Competitive salary package will be offered to the right candidate.
How To Apply
Application should be sent by latest 11th June 2024. Please provide an updated Curriculum Vitae (CV) including details of your current telephone contacts and names of three referees. Apply through hr@wifiplus.co.tz and ensure the job title is quoted on the subject field. Only shortlisted candidates will be contacted.
Female candidates are highly encouraged to apply for the above position.
