Engineer - Enterprise Customer Support
Safaricom · Nakuru East ward, Nakuru, Kenya
Telecommunications · 5,001-10,000 employees
About the role
The role holder will provide 2nd level support for escalated trouble tickets to ensure service availability for enterprise clients. They are responsible for troubleshooting and resolving incidents within established Service Level Agreements (SLAs).
What they look for
Requirements
Candidates must possess relevant IT certifications such as ITIL, ICDL, A+, and Cisco credentials (CCNA/CCNP/HCNA/HCNP). Experience in hardware, software, and system support, along with strong communication and problem-solving skills, is required.
Full description
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
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.
