Job Vacancy: Support Engineer
We are the mobile commerce partner of choice and our goal is to connect all of our corporate customers, including e.g. the top Pan African banks, various merchants, to the richest mobile commerce ecosystem in Africa, helping them provide better communication, and more services, and more value to their end consumers.
She/he will implement the incident management process; contribute to reporting and knowledge base efforts.
Who are we?
Cellulant is a mobile commerce company. It operates Africa’s number one mobile commerce network and aims to connect 100 million customers to its mobile commerce ecosystem.
Cellulant was founded in 2003 and has currently operations in Kenya, Nigeria, Tanzania, Uganda, Rwanda, Ghana, Zimbabwe, Mozambique, Malawi, Zambia, Botswana and every year moving into new countries.
We do that by providing services like mobile banking, mobile payments, music, information services and other mobile related services.
To be able to meet these aggressive growth expectations we need to grow our dynamic team.
We invite you to be part of that growth by submitting your application to the following role.
Support Engineer
She/he will implement the incident management process; contribute to reporting and knowledge base efforts.
Responsibilities
- Issue detection: Proactive Monitoring of all services using provided interfaces all any other channel and Ensuring all detected issues are logged and tracked as per the incident management process. Monitoring Gap identification and feedback
- Communication: Ensuring frequent and proactive communication that is relevant, clear, accurate and timely as per the incident management process.
- Ticket recording and tracking: Ensuring all tickets are logged accurately with all details as per the incident management process
- Issue Diagnosis: Perform initial troubleshooting of tickets and Ensure that accurate troubleshooting is done for all tickets handled. Ensure that troubleshooting steps are recorded.
- Issue resolution: Ensure that all issues handled are resolved with SLA
- Escalation: Ensure that issues are escalated as per the incident management process, using provided tools and escalation matrices. Ensure follow-up is done for all escalated issues.
- Reports: Timely completion of reports as per the set guidelines by the Service analyst
- Knowledge Base: Contribute to the knowledge management efforts as shall be required by the knowledge manager and any other responsibility as shall be required by the supervisor.
Required competencies
- A first degree in an IT related field is desirable
- A formal training in Customer service
- A minimum of one years’ experience in the IT industry
- Firm grasp of how the web works, networking, and software products
Required skills
- Problem analytical and troubleshooting skills
- Good verbal and written communication skills
- Linux OS skills
- Relational databases skill e.g. MySQL
Interested candidates are requested to submit their CVs and a convincing cover letter to jobs@cellulant.com indicating the job title applied for by 21st February 2014.
Only shortlisted candidates will be contacted.