Job Details
Job Type:
Full Time
Workplace Type:
On-site
Qualification:
Diploma
Job Experience:
Mandatory
Job Location:
Nairobi County, Kenya
Closing Date:
Undisclosed
Salary:
Estimated: KES 45,000 - KES 300,000 / month
Other Pay:
Benefits
Role Overview
You will be the primary service and support contact for enterprise clients using managed internet, networking, and voice solutions. Your days will be split between monitoring client environments, resolving escalated technical issues, and building relationships that keep accounts healthy and open to growth. The work matters because every interaction you manage directly influences client satisfaction, retention, and the long-term revenue tied to each partnership.
Key Responsibilities
- Serve as the first escalation point for client service disruptions, acknowledging all incident tickets within 15 minutes and maintaining a 95% resolution rate across your book of business.
- Proactively monitor managed services and network infrastructure to detect issues early, then drive them to resolution within three hours wherever possible.
- Diagnose and troubleshoot technical problems across SD-WAN, MPLS, security, Cisco, video conferencing, and VoIP environments, coordinating with engineering teams when deeper support is required.
- Conduct quarterly strategic reviews with assigned accounts, documenting meeting minutes, action plans, and follow-up items to strengthen retention.
- Identify upsell and cross-sell opportunities by analyzing customer usage patterns, scoping technical solutions, and aligning recommendations with client business goals.
- Collaborate with solution architects, client success managers, and project managers to smooth handovers, improve service delivery, and resolve cross-functional issues.
- Maintain up-to-date documentation for client setups, incident reports, and risk assessments, sharing insights with internal teams to prevent repeat problems.
- Recommend and implement service improvement initiatives based on performance data, client feedback, and internal service review discussions.
Requirements & Qualifications
- Degree in information technology, information systems, computer science, telecommunications, or a related discipline.
- Advanced certifications in Cisco, Microsoft applications, security, or voice solutions.
- At least 3–4 years of experience in the IT industry, specifically in network infrastructure support and maintenance.
- Hands-on experience with enterprise solutions such as SD-WAN, MPLS, network security, Cisco, video conferencing, and VoIP.
- Proven customer service skills with strong written and verbal communication abilities, including the confidence to speak with technical and non-technical stakeholders.
- Excellent organizational skills and the ability to manage multiple accounts, priorities, and deadlines without losing attention to detail.
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Contact Information
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