Description:

Overall Job Function

Handle the service delivery activities with service delivery team. Execute service delivery tasks i.e. site visits for repairs, installations and site survey as per SLA. Act as an interface between Support, Network Operation Centre, CAM, Accounts, and Sales and logistic on matters needing their attention. Assist them on technical assistance when required. Coordinate all activities within service delivery team including partners for up country tasks.

 

Detailed Job Responsibilities

• Act as an interface between Support, Network Operation Centre, CAM, Accounts, Sales and logistic on matters needing their attention
• Assisting engineers on sites technically and administratively (project related issues / clients queries)
• Plan,  implement and coordinate engineer visits for site repairs and new installation in Dar and up country (For Access Technologies : Wireless, VSAT and Fiber )
• Manage drivers, engineers and technician in team
• Managing petty cash and ensure proper record keeping and Accountability
• Preparing Weekly, monthly and yearly  consolidates reports  of service delivery
• Ensure engineers visiting upcountry go with tested equipments.
• Use ERP to attend escalated calls to Technical Operations for site visit and ensure TT closed once with SLA agreed
• Attend calls by doing remote troubleshooting in professional way
• Oversee the usage of Technical Operations car
• Ensure the SLA for service delivery are met i.e. for new installations and site repairs
• All completed project documents to be submitted as soon as projects are commissioned
• Perform miscellaneous job-related duties as assigned.
• Engage sub-contractors for fiber installations and other out sourced work

 

Job Outputs

• Installation of sites happens on time
• Site visits happens on time and getting problem resolved
• Reports are generated and submitted in time
• Accounts to get all complete documents on time
• Assist engineers when on site
• Technical queries from clients addressed on time
• Installation cycle completed on time and billed to clients without any delays
• Clients kept well informed about implementation of all installations / projects

Minimum Educational Qualifications & Experiences

• Bachelors of Science in Computer or Computer Engineering or related field / Advance Diploma in IT
  
• 2+ years experience in related field with leadership exposure
  
• Hardworking, Honesty and Able to work under pressure
  
• CCNA, CFOT will be an added advantage
  

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