About this role:

Our client is a Kenyan ISP providing fast, secure fiber and
wireless internet services, plus networking solutions for homes and businesses
at competitive rates.The Technical Team Lead will oversee all first-level
active and passive, on-site and off-site technical support for the Ruiru office
infrastructure. The role also involves diagnosing and resolving faults on core
network devices, including routers, switches, firewalls, bandwidth managers,
and cache appliances.

Key Responsibilities:

• 
  Team
  Management: Supervise and mentor the technical team by providing
  guidance and support in day-to-day operations. Schedule shifts, assign
  tasks, and ensure adequate coverage to maintain 24/7 network
  monitoring/support and NOC reachability.
• 
  Technical
  Leadership: Provide technical guidance and support to team
  members in troubleshooting complex issues and implementing solutions.
• 
  Escalation
  Point: Provide the first escalation point for Network faults and
  prolonged Network faults.
• 
  Network
  Faults/Availability Reports and Escalation: Ensure accurate
  network fault reports and timely escalation notifications are prepared and
  submitted as needed. Ensure precise and punctual preparation of network
  availability reports as required.
• 
  Training
  and Development: Provide technical training on
  tools, technologies, and processes in collaboration with other
  stakeholders.
• 
  Knowledge-base
  management: Champion knowledge sharing by ensuring regular
  updates to the knowledge base.
• 
  Participation
  in Cross-Functional and Team meetings
• 
  SLA
  management: Manage SLAs for links provided by third parties and
  prepare monthly reports. Ensure prompt reporting of network faults within
  the established Operations Level Agreement (OLA). Facilitate timely
  resolution of network faults through diligent follow-up on restoration
  efforts and appropriate escalation to relevant stakeholders.
• 
  Team
  Performance Management: Support the team in meeting their goals and
  conduct continuous performance monitoring and evaluation.
• 
  Manage
  and plan the technical team leave plans.

Other Duties:

• 
  Perform
  any other duties as reasonably assigned by the management that align
  with the employee’s skills, qualifications, and the overall purpose of the
  role.

Requirements

• 
  Diploma/Degree in Telecommunications, Information Technology,
  or a related field
• 
  4-5 years’ hands on experience as a field technician in
  telecommunications, particularly in fiber optic installations and maintenance
• 
  CCNA, CCNP certification is desired.
• 
  A hands-on experience with the following is a must: Routing, Switching, and GPON Technology.
• 
  Experience with Wired, Wireless Point-to-Point and Point-to-Multipoint technologies is desirable
• 
  Knowledge and experience in reading, analyzing, and interpreting periodical reports, and technical procedures.

• 
  Maintain standards of conduct

• 
  Be respectful

• 
  Be flexible

• 
  Demonstrate sound work ethics

• 
  Strong interpersonal skills

• 
  Good organizational skills

• 
  Good attention to detail

• 
  The flexibility and willingness to learn

• 
  The ability to work individually or as part of a team

• 
  The ability to work accurately, with attention to detail

• 
  Ability to prioritize and manage different tasks at once

• 
  Excellent interpersonal and customer-facing skills

• 
  Strong communication skills, both written and verbal

• 
  Experience in handling technical support involving internal systems and customer devices.