Job descriptions & requirements
ABOUT THE COMPANY
Tatu City is part of Rendeavour, Africa’s largest urban land developer with over 30,000 acres of visionary projects in the growth trajectories of large cities in Kenya, Ghana, Nigeria, Zambia and Democratic Republic of Congo. Rendeavour’s vision goes beyond alleviating what is a self-evident problem – that of stifling urban congestion and a dearth of quality housing and commercial property in Africa. Rather, we aim to help create the infrastructure – the living and working spaces, communities, schools and hospitals – that will help sustain and accelerate Africa’s economic growth, meet the aspirations of Africa’s burgeoning middle classes, and serve as a catalyst for further urban development.
JOB SUMMARY
RequirementsDiploma or Bachelor’s degree in Information Technology, Telecommunications, Computer Networks, or related field (or equivalent experience)2+ years of experience in ISP technical support, call center network support, helpdesk for broadband/fiber services, or similar telecom roleStrong understanding of internet connectivity technologies:Fiber (GPON, EPON, FTTH/FTTB), cable, WiFi basicsPPPoE, DHCP, IP addressing, VLAN taggingBasic routing & switching concepts (NAT, port forwarding, DMZ)Hands-on experience with ISP backend tools: CRM/billing systems, RADIUS servers, provisioning platforms, network monitoring (e.g., Cacti, Smart OLT e.t.c)Proficiency in using diagnostic commands: ping, traceroute, ipconfig/ifconfig, nslookupExcellent communication skills — ability to explain network concepts simply to non-technical customers (many will be frustrated or angry)High level of patience, empathy, and stress management in high-call-volume environmentsFluency in English (and Swahili highly preferred in Kenyan context)Certifications in Linux, CCNA/CCNP/JNCIA, basic scripting/automation exposure (e.g., understanding logs or simple batch commands) will be an added advantage
RESPONSIBILITIES
Handle inbound support tickets/calls/chats from customers reporting no internet, intermittent connectivity, slow speeds, authentication failures, or service activation issuesVerify customer account status, subscription package, billing compliance, service location, and provisioning in the ISP backend systems (e.g., RADIUS, PPPoE, CRM/billing platforms)Perform remote diagnostics on network connectivityCheck line status / signal levels (for DSL/cable/fiber) via management toolsAnalyze authentication logs (PPPoE, MAC binding, VLAN issues)Run ping, traceroute, bandwidth tests from ISP side or guide customer through basic testsIdentify whether the issue is on the customer side (wiring, CPE misconfig), last-mile, or core networkGuide customers through basic troubleshooting steps: modem/router power cycle, factory reset, checking indicator lights, verifying cables/connections, Wi-Fi channel interference basicsEscalate issues requiring physical intervention (fiber cuts, faulty ONT/ONU/modem, pole/cabinet problems) to field technicians, Core, or escalation teams with detailed notes and logsProcess service activations, suspensions, speed upgrades/downgrades, plan changes, and MAC/IP bindings in real-timeMonitor and report recurring issues or widespread outages to network operations for faster resolutionDocument all interactions, resolutions, and workarounds in the ticketing system and contribute to the internal knowledge base (e.g., common error codes, troubleshooting flows)Achieve team KPIs: first-contact resolution rate, average handle time, ticket backlog managementParticipate in shift rotations (including evenings/weekends) and occasional on-call for critical network incidents
REQUIRED SKILLS
Troubleshooting, IT support, Local area networks (LAN), System and network security, Wireless local area networks (WLAN)
REQUIRED EDUCATION
Diploma, Associate's degree
Important safety tips
- Do not make any payment without confirming with the BrighterMonday Customer Support Team.
- If you think this advert is not genuine, please report it via the Report Job link below.
