Technical Support Technician
Poa! internet is the fastest growing and highly innovative ISP in Kenya. The company was founded in 2014 with a vision to provide internet in every home in Africa. At poa! We believe by empowering people, we can actively drive digital inclusion in these markets. We deploy a cost-effective internet service in Kenya, with the aim of providing affordable access to content and Internet to low-income members of society.
We are growing very fast to cover the rest of Kenya and eventually Africa. It is envisaged that the success of the business will grow to over 150 networks across East Africa. It is from this background that we seek prospective candidates to fill the role of a Technical Support Technician.
At Poa, we pride ourselves on being a values-driven company, and we love working with values-driven employees. Poa’s vision is “Internet in every home in Africa”. To achieve this vision, we live by our values, captured in the acronym, We CONNECT. At Poa, we: Create a better world for the people we serve, Open our eyes to problems and opportunities, Never stop learning never stop moving forward, Name it, own it , solve it, Engage with the bigger picture even in details, Care about each other and Tujienjoy kazini.
Mission Statement for the Role:
Level 2 in-depth troubleshooting and back-end analysis with the aim of providing solutions and recommendations for both customer and technical-related incidents.
Overall Responsibility:
To address and resolve technical escalations from the Contact Centre, Support Field Service partners, and follow up on network downtimes with the NOC team.
People:
Individual Contributor.
Role Responsibilities:
- Resolve escalated technical issues from L1 teams within 1 hour, ensuring tickets are updated accurately.
- Escalate network performance and availability issues to the NOC team at the end of every 8-hour shift.
- Analyse recurring issues, identify root causes, and share resolutions with the NOC and L1 teams within 1 hour.
- Respond to installation and field support issues escalated by Service Partners during working hours.
- Support the creation and management of departmental documentation and processes.
Academic qualifications required for the role:
Technical certificate in networking/ diploma or degree in networking.
Key competencies required for the role:
- Knowledge of routing and switching protocols, IT systems, and radio frequency.
- Results-orientated with track record of working in high-pressure business-to-consumer (B2C) technical support environments.
- Exceptional interpersonal, verbal and written communication, and conflict resolution skills.
- Customer-focused with strong analytical, troubleshooting, & problem-solving skills.
- Experience using CRM and remote support tools, with demonstrated end-to-end ownership of escalated customer issues.
- Experience working within a fast-paced, high-pressure L2 support environment in the telecommunications sector for at least 2 years.
- The ability to communicate technical information in an accessible manner to non-technical employees.
Mandatory criteria with no exceptions to hire:
- Must have worked in a business-to-consumer (B2C) technical support team in the telecommunications sector.
- Must have at least 2+ progressive years working in a similar setup.
What’s In It for You?
- A competitive monthly salary with additional benefits including: Medical cover, airtime allowance and an annual training allowance.
- Career growth opportunities in a rapidly expanding company.
- Exciting work environment and culture with a dynamic, supportive team.