·      Degree or Diploma in Telecom Engineering or Information Technology, or related field from a recognized institution

·      Basic Computer skills

·      CFOT/CISCO certification is an added advantage

Experience:

·       Proven experience in a similar role for a minimum of two years

·      Knowledgeable on Telecommunications Engineering and Information Technology

·      Good communication skills

·      Privy of emerging trends in technology

·      Perfect time management skills

·      Safety issues related to the physical handling of supplies and materials.

·      Must have excellent interpersonal skills and teamwork.

·      Fast learner in the rapidly changing field

COMPUTER SKILL

·       Conversant with Spread Sheets e.g. Microsoft Excel

·      Knowledgeable in using Microsoft Word.

·      Knowledge of XProme, Remedy, FSM, and other client software is mandatory.

·      Support Home customer management engineers at the site by installing and troubleshooting customer premise LANs, end device connectivity, Wi-Fi connectivity, and other Home User issues.

• Acknowledge, accept, schedule, and visit Home customers’ premises, install and configure customer premise equipment and devices, troubleshoot and resolve escalations from the sales team, 1st Line teams, Home Customer Management and other touch points within agreed SLAs and stipulated timelines.
• Routine and reactive health checks for customer connectivity and service quality.
• Troubleshoot customer end network issues and coordinate with Safaricom and dispatch teams to ensure and sustain quality Home service
• Basic customer education on Safaricom Home products and services especially last-mile connectivity
• Keep customers progressively updated by acknowledging incidents and work orders, scheduling timelines and ticket status, answering queries and directing them to relevant parties for questions relating to products or service delivery
• Provide excellent customer service by handling customers calmly and professionally, and advising where appropriate
• Escalate all matters of customer concerns and complains encountered at site to Safaricom teams promptly
• Continuously review and recommend customer management processes to maximize service delivery at customer premises.
• Use varied applications and smart devices to troubleshoot, provide solutions and create performance reports adequately.
• Plan and organize customer visits and service clinics work by creating and adhering to effective schedules, using knowledge of client location, geography, and ticket count patterns
• Effectively manage own workload and work unsupervised: manage each incident and work order within the allotted time and carry the appropriate tools to customer premises
• Relay work status, feedback, and instructions to desktop teams, supervisors, and other stakeholders
• Monitoring and reporting on Network performance and other observations during troubleshooting.

The Storekeeper QMS responsibilities are:

1. Ensure compliance and enforcement to all QMS requirements within the Technical department this includes:
   1. Compliance with the requirements of Kenyan Laws and regulations,
   2. Customer QMS requirements
   3. Powergen QMS requirements and Standards.
2. Ensure proper documentation, recording, and reporting of all Store processes according to the established SOP
3. Support reporting of the Technical process QMS performance by internal and external auditors, and regulatory bodies;
4. Identifying, assessing, and reducing Powergen’s risks and costs within the department continuously.
5. Liaise with the Technical Services Manager to keep abreast of all applicable legislation and good practice applicable to Technical processes;
6. Support and aid in the development, management, implementation and continual improvement of the QMS.