Engineer – Enterprise Customer Support Job at Safaricom Kenya

Computer, ICT, Information Communication Technology, Information Technology
Nairobi
September 5, 2025
Full Time
Application deadline closed.

Job Description

 

Employer: Safaricom Kenya
Job Title: Engineer – Enterprise Customer Support
Job Field: ICT / Computer

Role Summary

Safaricom Kenya is seeking an Engineer – Enterprise Customer Support to handle advanced 2nd-line technical support for enterprise clients. Reporting to the Manager – Enterprise Premium Support, this role focuses on root cause analysis, customer escalations, preventive maintenance, and capacity monitoring while liaising with vendors to implement permanent fixes.

Responsibilities

  • Handle enterprise customer support escalations and Safaricom special projects.

  • Provide Level 2 technical support and liaise with Level 3 experts.

  • Perform root cause analysis to permanently resolve recurring issues.

  • Develop automation scripts to improve customer experience.

  • Research and recommend emerging technologies for customer solutions.

  • Conduct preventive maintenance and capacity monitoring.

  • Ensure all customer solutions and configurations are properly documented.

  • Communicate ticket status, outages, and escalate as per SLA.

  • Prepare weekly and monthly link performance reports.

Qualifications

  • Bachelor’s Degree in Computer Science, Telecommunications, Electrical Engineering, or MIS.

  • ITIL v4 Foundation, Agile, and Scrum Fundamentals (mandatory).

  • CCNP and CCNA Security (mandatory); CCIE certifications an added advantage.

  • Strong knowledge of SD-WAN, IoT, managed security, AWS, Azure, VMware.

  • Minimum 5 years’ experience in technical support, preferably in an ISP or enterprise environment.

  • Hands-on experience with Linux systems, MySQL, Python, Ruby.

  • Familiarity with Java/JVM-based languages.

Value Proposition

  • Work on mission-critical enterprise systems impacting major clients.

  • Exposure to emerging technologies (cloud, IoT, SD-WAN).

  • Opportunity to innovate solutions that improve customer satisfaction.

How to Apply

Interested and qualified candidates should apply via:
👉 Safaricom Kenya Careers Portal

Other Opportunity

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