Field Engineer at West Indian Ocean Cable Company (WIOCC)

Reporting Line: Field Team Leader

Job Objective

Provide field/sales support, resolve incidents and assigned problems, install, maintain and manage network equipment.

Key Duties & Responsibilities:

  • 1st Level 24/7 field support, escalation / on-call
  • Proactive monitoring of equipment & facilities
  • Network installation, testing & commissioning, bringing into service, integration
  • Cross connects & jumping
  • Maintain records, inventory and spares
  • Receive equipment, bench test, storage and RMA return handling
  • Incident and problem resolution as directed by NOC / TAC
  • Provide Service Desk / NOC / NMC cover during an Emergency / Disaster Recovery event
  • Assist Service Manager as directed
  • Assist with technical shareholder support / shareholder consultancy and sales support
  • Assist with network equipment vendor management
  • Assist with network quality and performance management
  • Assist with creation of ad hoc reports as needed
  • Assist other departments and lead and report on projects as requested by the Programme Manager
  • Adhere to all company policies and procedures
  • Provide both pre-sales and post-sales support to the clients for good client management and retention
  • Make technical presentations and demonstrations to the WIOCC clients
  • Provide training and product support for the technical teams
  • Implementation of agreed sales strategies in the market of Kenya

Minimum Qualifications:

  • Bachelor’s degree (or equivalent work experience) in a technical field
  • Technical certifications CCNA or JNCIA (desirable) or equivalent
  • Integration of OTN/DWDM education, certifications, practical experience and technical competencies
  • Qualifications in Sales will be an added advantage

Experience & Skills

  • Requires technical experience in telecom industry including data center installations
  • Knowledge of platforms including OTN, DWDM, SDH, Data (Ethernet, IP/MPLS, OSPF, BGP).
  • Knowledge in supporting transmission and switching equipment from leading manufacturers. i.e., Mikrotik, Juniper, Tejas Networks, Ciena, Infinera etc.
  • Experience working with AC and DC power as well as PSU/rectifier units
  • Ability to share knowledge and coach other members
  • Effective written and verbal communications skills
  • Excellent communications and soft skills, including ability to listen to and summarise and concisely share key information with clients
  • Must use B/OSS tools effectively to record information accurately and concisely in a timely manner
  • Demonstrate ability to manage multiple priorities and solve problems in a fast-paced environment
  • Demonstrate technical knowledge in telecommunications with commercial acumen
  • Demonstrate a clear sense of urgency and respond to client requests in a timely and accurate fashion
  • Willingness to travel extensively within East African countries to work in a global team of professionals

Attributes

  • Client focused, relationship builder
  • Integrity, honest with high ethical standards
  • Boundless, passionate and flexible
  • Personal excellence, accuracy and attention to detail
  • Collaborative, achieve results through teamwork and partnerships
  • Strong analytical skills and able to collate and interpret data from various sources
  • Good English language communicator with a natural aptitude for dealing with people
  • Excellent network diagnostic and problem-solving skills