Job Description

Wananchi Group

Job Title: Technical Support Manager

Department: Customer Experience

Location: Nairobi

Employment Status / Type: Full-time

Position Reporting to: Director, Customer Experience

Manages Others: Yes

Titles & Number of Positions Managed:

• Function: Technical Support


• 3 Team Leaders


• 20 Service Engineers


• Outsource Partners

Job Purpose / Summary: Technical Support Manager

Manage the Technical Support function in Customer Experience Department. Responsible for the service quality to the customer and resolution of service queries.

Based on a continuous improvement approach the Service Quality Manager will oversee the overall performance of Technical Support function to deliver quality service to B2C & B2B clients within Wananchi Group (Zuku Fiber, Zuku TV, SimbaNET, WTL, ISAT). Ensure that the customers receive promised services in quality and timeliness.

Key Roles:

1. Continuously interrogate network infrastructure and service delivery to flag trouble spots and emerging service issues to Technical Department for action.

2. Connect network, service delivery and customer support to business objectives of customer retention and growth in active customer base and revenue.

3. Audit customer facing processes through customer lifecycle from on-boarding, usage, query resolution and site visits. Introduce improvements to achieve first time right at each step.

4. Manage customer complaints/problems by taking ownership and assuring resolution in a timely manner as well as ensuring that customers are advised of the most appropriate delivery channels to meet their needs.

5. Present service quality challenges to stakeholders and get their commitments to resolve the defects.

6. Check solutions provided against customer expectations and feedback.

7. Provide root-cause analysis for operational problems to ensure the cause of network faults is properly
identified and the correct steps are taken to eliminate re-occurrence of the same problem.

8. Follow up on network and equipment upgrades to establish service benefits to customers. Assure quality of the solution offered to the customers, by executing a quality control checks.

9. Ensure key network performance parameters are monitored by and propose improvements in monitoring to accurately measure the overall performance of the network.

10. Proactive monitoring of customer equipment majorly on the HFC, GPON VSAT, WiMAX and Metro networks. Propose and follow through on customer equipment improvements and necessary replacements.

11. Liaise with Technical Department and third-party vendors in the resolution of network faults.

12. Act as the technical lead for Customer Experience projects in liaison with transversal teams.

13. Track and monitor reopened, repeated customer and network problems and work with Technical Dept to develop and implement long-term solutions.

14. Agree on challenging performance objectives and measures for the team, providing regular feedback on progress and achievement.

15. Design and develop reports and analysis that will assist the technical team to pin point trouble spots which require immediate actions.

16. Train and empower Technical Support Team to deliver quality and timely support to each customer.

17. Any other duty that may be assigned.

Experience and Background Required:

• Technical background: B.Sc. degree in IT, Engineering, Computer Science, Computer Technology or related field.


• Leadership experience in a service delivery function including multiple stakeholders within Telco/ICT sectors.


• Understanding of HFC, GPON, VSAT, WIMAX, METRO and MPLS networks is an added advantage.


• Quality control certification advantageous. Ability to create and review quality control processes.


• Data analysis and statistical aptitude. Knowledge and experience in reading, analyzing, and interpreting reports and technical procedures.


• Troubleshooting skills: DNS, Internet, Telephony, TV, VPN, LAN, WAN, Broadband networks, Enterprise solutions.


• Experience in leading a technical support team, including Call Centre experience


• Good Knowledge of advanced IPv4 & IPv6 networks.


• Ability to work with multiple operating systems i.e. MACOSX, Windows and Linux.


• Proficient in common troubleshooting tools such as CACTI & SOLARWINDS.


• Understanding of DOCSIS2, DOCSIS 3, GPON & Routers from different vendors.


• Knowledge in transmission.


• Understanding and experience on CRM, trouble ticketing systems, dispatch procedures.


• Understanding of – IP networks; the contention ratios in the network; Metro Ethernet networks


• Skills in Enterprise Solutions, VPN.


• Troubleshooting skills e.g. on CMTS basic configuration, IP assignment (DHCP services).


• Understanding of the basic network design & structure: Master node, distribution node, GPON.


• Ability to solve problems and deal with a variety of variables in situations where limited standardization exists.


• Proficiency in MS Office – specifically Excel, Access, Word, PowerPoint.


• Self-driven, customer centric and team player.

Other Desirable qualities :

• Planning and organization skills with focus to delivering desired results


• Ability to project a positive image for him/ herself and the company.


• Good team player with a commitment to value based leadership.


• Credibility and flexibility to deal with people at a variety of levels.


• Highly adaptable and versatile; and ability to create good and strong work ties cross departmentally


• Ability to handle ambiguity and work unsupervised in any environment.


• Ability to motivate staff through leadership and handle high stress environment positively.


• Committed to quality, customer service, equal opportunities and diversity, best practice and best value

How to Apply

Interested and qualified candidates to submit their applications including a detailed CV and day time telephone contact to recruit@ke.wananchi.com on or before 11th November 2022.

The subject line should read Technical Support Manager.

Wananchi Group is an equal opportunity employer and will offer competitive remuneration and benefits to the right candidate.

Only short-listed candidates will be contacted.

Note: Canvassing will lead to automatic disqualification.

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