Jinny Software Customer Support Engineer Job in Nairobi, Kenya

Customer Support Engineer

Department: Customer Support

Location: Jinny Software Ltd., Nairobi, Kenya

Position Overview: Provide 1st and  2nd level of support for Jinny's solutions including next generation messaging and call & media products,  for new and existing deployments (chiefly at mobile network operators)

Key Responsibilities:

• Handling customer support requests from initiation through to closure
• Troubleshooting problems, answering customer queries, handling configuration requests and installing software updates
• Logging and tracking support requests using the Helpdesk CSR logging tool
• Writing technical reports and customer facing procedure documents
• Escalating complex technical issues to senior engineers or product specialists either locally or in other Regional / Support Centres
• System Build (Staging)
• Remote Project Support: Acting as a point of contact for engineers working on–site.

Key Requirements:

• University graduate, Computer or Telecomm engineer degree.
• Minimum of 1-2 years in an IT / Telecoms support or operations role..
• Working knowledge of Unix OS system administration, networking and Database admin.(Linux and Mysql an advantage)
• Solid understanding of mobile network protocols (e.g. SS7, IP, SMPP & SNMP), infrastructure and architectures
• Good trouble shooting skills
• Excellent communication skills. Good listener. Team player. Positive attitude is a must. Able to keep a good relation with customers. Flexible and cooperative
• Fluency in English (verbal and written) communications is essential (an additional language is an advantage)
• Able to work under pressure and be quality oriented
• Available to take part in 24 x 7 support coverage roster

Applicants:

Interested candidates must be smart and solution driven and willing to contribute immediately and be capable of learning quickly in a fast changing business environment.

The appointed individuals will be offered an attractive remuneration package, which will reflect the importance of this position.

Applicants should send detailed curriculum vitae, in strictest confidence, to Corina Tudose, by email to: hr@jinnysoftware.com, quoting the position title.

Visit us on: www.jinnysoftware.com