Reporting to the Manager – Enterprise Customer Support, role holder will ensure service availability to all clients by offering 2nd level support to escalated trouble tickets, respond to and act on escalated trouble reports and ensure troubleshooting and solving ticketed incidents are done within SLA
Responsibilities- Uphold the company code of conduct, policies and procedures, ensuring integrity and accountability in every aspect of your work.
- All employees have a responsibility to adhere to safety, health, and wellbeing policies, guidelines and procedures in all actions and decisions.
- Handle Enterprise customers, support, partners and Safaricom special projects.
- Provide Level 2 technical support.
- Build tools to reduce occurrences of errors and improve customer experience.
- Perform root cause analysis for production errors.
- Permanently resolve recurring faults
- Come up with innovative ways to reduce demand.
- Investigate and resolve technical issues.
- Develop scripts to automate visualization.
- Research, review and recommend emerging technologies and innovative customer solutions and liaise with stakeholders for technology adoption to maximize service availability.
- Effectively liaise with subject matter experts-level 3 support players to diagnose, troubleshoot, and repair complex customer issues.
- Perform capacity monitoring and reporting on individual client circuits as well as network resources.
- Perform scheduled preventive maintenance for proactive support for global customers.
- Perform root cause analysis on issues to avoid recurrence.
- Escalate and follow up issues with relevant backend teams.
- Effectively communicate ticket status, service outages and escalate as per established customer support and escalation matrix.
- Ensure all customer solutions are documented.
- Ensure all Preventive and restorative procedures are documented and adhered to
- Ensure communication progressively and properly done to all stakeholders Weekly and monthly reporting on link performance Role requirements.
- ITIL V3 Certification or equivalent
- ICDL Certification, A+ Certification – Hardware & Software
- Cisco Certification: CCNA, CCNP, HCNA, HCNP
- IT Service Management experience with knowledge of IT platforms, Operating Systems, Networking – LAN/WAN & Wireless technologies, User Support and Safaricom System
- Experience in both hardware/software/system support
- Excellent Communication and problem solving skills
Safaricom is the leading technology company in East Africa. Our purpose is to transform lives by connecting people to people, people to opportunities and people to information. We keep over 60 million customers connected across Kenya and Ethiopia, and play a critical role in the society, supporting over 1.13 million jobs both directly and indirectly while our total economic value was estimated at KES 1.1 trillion ($ 8.5 billion) for the 12 months through March 2025.
Listed on the Nairobi Securities Exchange and with annual revenues of close to KES 388 billion as at March 2025, Safaricom provides connectivity through wide range of technology. Our 2G, 3G, 4G and 5G network in aggregate covers over 99% of Kenya’s population.
We run the world’s largest mobile payment system and Africa’s largest Fintech, M-PESA, the world’s first mobile money transfer system. By empowering millions of customers to transact, save or borrow money through their mobile phone, M-PESA has driven financial inclusion in Kenya to 84.8% of the adult population in 2024, from a low of 26.7% in 2006, and generated over KES 161 billion in revenue as at FY25.
Our subsidiary, Safaricom Telecommunications Ethiopia, has deployed world class network and services to contribute to Ethiopia’s digital transformation.
Safaricom is an equal opportunity employer, actively recruiting staff from different backgrounds reflecting the communities that we serve. We are committed to equal gender representation at all levels.
As part of our ongoing commitment to the Sustainable Development Goals (SDGs), we continue to work towards improving energy and resource efficiency in our network and facilities to reduce carbon emissions and our fuel consumption. We remain committed to becoming a Net Zero carbon-emitting company by 2050.
Skills Required
- ITIL V3 Certification or equivalent
- ICDL Certification
- A+ Certification (Hardware & Software)
- Cisco Certifications: CCNA, CCNP (and/or HCNA, HCNP)
- IT Service Management experience with knowledge of IT platforms and Operating Systems
- Knowledge of Networking (LAN/WAN) and Wireless technologies
- Experience in hardware, software, and system support
- Excellent communication and problem solving skills
- Familiarity with Safaricom systems and user support processes
What We Do
Safaricom is the leading provider of converged communication solutions in Kenya. In addition to providing a broad range of first-class products and services for Telephony, Broadband Internet and Financial services, Safaricom seeks to uplift the welfare of Kenyans through value-added services and support for community projects. With over 29 Million subscribers and an estimated market share of 67%, the Company has the widest modern mobile network coverage in Kenya and prides in its experienced shareholders, attractive tariffs, a nationwide network of effective dealers, high caliber staff and management enabling it to maintain its position as the region’s mobile market leader. M-PESA has over 23 million subscribers, supported by a nationwide agent network of over 156,000 outlets. M-PESA is the world's most developed biggest mobile payment system. Facts about Safaricom • Employs over 5,500 staff directly and over 500,000 indirectly • Has approximately 4,945 network sites across the country • 50% of employees and 32% of senior management working at Safaricom are women. • Has the largest call center in Sub-Saharan Africa Our people are our most valuable asset and are key to the achievement of our vision of transforming lives. This is reflected in our commitment to creating a working environment that supports our staff. We offer employees a wellness programme, crèche facilities, access to subsidized gym facilities, leisure amenities, regular social events, competitive salaries and career opportunities. We give back to the society through the Safaricom Foundation. Since inception, the foundation has disbursed 2 billion shillings in different initiatives that provide sustainable community-based solutions, contributing towards Kenya’s development agenda, and the Millennium Development Goals. Safaricom is a key member and supporter of the B Team and the B Team – Africa, alliances of business leaders who are committed to responsible and sustainable business practices.
