Support Engineer at Cellulant

On Friday, August 1st, 2014
Department: CTG

Location: Nairobi, Kenya

Job posting: 01-08-2014 until 15 -08-2014.
Starting date: Immediate.
Who are we? Cellulant* is a mobile commerce company. We operate Africa’s number one mobile commerce network and aim to connect 100 million customers to our mobile commerce ecosystem.
We are the mobile commerce partner of choice and our goal is to connect all of our corporate customers, including top Pan African banks, various merchants, to the richest mobile commerce ecosystem in Africa, helping them provide better communication, more services, and more value to their end consumers. 

We do that by providing services like mobile banking, mobile payments, music, information services and other mobile related services.


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.
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.
Who are you?
Required skills:
  • 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
  • Problem analytical and troubleshooting skills
  • Good verbal and written communication skills
  • Linux OS skills
  • Relational databases skill e.g. MySQL
What do we offer you?
When working at Cellulant*, you can expect to work on a diverse range of problems, with inspiring and creative colleagues. You will have ample opportunities for growth and career development, and we highly value continuous learning.

We offer you a challenging position in which you will be rewarded for performance.

Apply now!
Are you interested in this position and do you meet the minimum requirements? 
Apply by sending an e-mail with your CV and a convincing cover letter to [email protected]

The selection process entails an oral interview stage, followed by a case study presentation and a final interview.

The deadline for application is August 15, 2014.

Due to the high volume of applications received only shortlisted candidates will be contacted.

Do you have questions about this vacancy?

Visit our website at www.cellulant.com

Please do not hesitate to contact us by e-mail or telephone: [email protected] or 0202606696.
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