Reporting to the Enterprise Premium Support Manager- the holder of the position will perform complex 1st Line and 2nd Line technical support operations for IP camera surveillance network and liaise with vendors to offer permanent solutions to recurring problems.
Responsibilities
Handle escalations from Network Operation Centre (NOC) and different security units;
Research, review and recommend emerging technologies and innovative solutions and liaise with stakeholders to maximize service availability;
Liaise with partners to diagnose, troubleshoot, and repair complex IP surveillance issues;
Perform scheduled preventive maintenance for proactive support for the sites;
Supervision of contractors;
Assisting the scheme Project Manager (PM) in visiting sites;
Reviewing designs by suppliers;
Attending site and head-office progress meetings on the behalf of the Project Manager (PM);
Surveying and obtaining information from sites and other systems;
Checking/writing and preparing documentation;
Coordinating the testing, commissioning and beneficial handover of security assets to the end user;
Onsite stakeholder liaison and support;
Qualifications
Bachelor’s degree in Computer Science, BSc Electrical and Electronics Engineering, Telecommunications engineering, or related Technical field;
CCNA certification mandatory; CCNP an added advantage;
2 years’ experience in field technical support working with IP Surveillance systems and preferably for an Internet Service provider or equivalent;
Strong technical analysis, troubleshooting, and problem resolution skills, including research of issues, issue re-creation, and log file analysis;
Involvement in implementing and roll-out of IP surveillance networks; Effective use of people and performance management tools to meet quality goals;
Exceptional verbal and written communication skills;
Strong work ethic;
Commitment to quality;
Clean driving license;
Willing to work in Mombasa;
