Field Support Technician x2 inq. Digital Zambia Ltd

About inq. Digital Zambia
inq. Digital Zambia is part of the inq. Digital Group, a pan African cloud and Digital Services Provider (DSP) whose vision is re-imagining a better future through digital solutions. We provide innovative, business-relevant services in Edge AI, SDN/NFV, Cloud-Based Solutions and Intelligent Business Connectivity. The business is undergoing an exciting transformation
from a traditional Enterprise-facing ISP into a Digital Service Provider.

Position: Field Support Technician

Reporting to: Technical Support Manager

Role Purpose
Provide effective technical support for customers’ & network infrastructure links to ensure that services meet or exceed customers’ SLA for achievement of inq. business aims and objectives.

Main Roles & Responsibilities;

• Ensure that Customer Last-mile links and services are implemented in line with required standards, expectations and timelines.
• Configure customer networks (WAN/IP-VPNs) and provide support in network upgrades within the agreed time frames.
• Proactively troubleshoot and resolve customer last-mile link problems and offer best solution timeously or escalate where necessary
• Provide quality, timely service and advice to customers ensuring that all work meets the required standards of service.
• Manage all escalations from the Service Reliability Centre (SRC) in a timely and professional manner to meet service SLA
• Provide excellent care and maintenance of all field equipment for the successful execution of duties.
• Plan, install, commission & maintain customer managed WiFi implementations.
• Respond to on call customer escalations Network Infrastructure Management 30 %.
• Ensure that the radio access/transmission network and fibre core network infrastructure are deployed to perform according to plan.
• Ensure that radio access/transmission network and fibre infrastructure is performing to standards.
• Manage routine maintenance of wireless & fibre core network infrastructure.
• Support network infrastructure and services to deliver agreed upon SLAs to customers by promptly resolving service reliability escalations.
• Ensure that network infrastructure standards and practices conform to the Zambia legal, regulatory as well as group requirements.
• Respond to on call network infrastructure escalations.

Qualifications

• Diploma/Degree in Computer Science, Technology, ICT or related discipline.
• CCNA, CCNP and Optical Fibre Certifications will be advantageous.

Driving license is a must have. 

Person specification – Technical 

• Knowledge of IT designs, set ups, installation (hardware/software), implementation and maintenance.
• Knowledge of fibre and wireless technologies.
• Thorough understanding of computer & networking concepts and configuration, Linux/ Microsoft, fibre & CISCO devices
• Highly computer proficient in standard office applications
• Ability to work with different operating systems
• Project management skills will be advantageous