Network & Infrastructure Engineer
Job Details
Full Job Description
Beem is a Pan-African tech startup based in Dar es Salaam,
Tanzania but with a presence across more than 25 African markets. Our
unique service provides enterprises the ability to interact and
transact with customers across Africa using sms, ussd, airtime and
chat to build lasting customer relationships. Our company has been
named a Forbes Africa top 20 technology startup and has also been
featured on Al-Jazeera, BBC Africa and ChoiceFM. Read more about our
story at .
As a Network & Infrastructure Engineer, you are
genuinely committed to ensure uptime and reliability of our
applications, networks and infrastructure. Using your problem-solving
and analytical skills, you are expected to troubleshoot, escalate
where need be, resolve and close out issues. You’ll also do the same
to resolve client’s technical issues promptly with great empathy to
ensure their needs are met and customers are satisfied.
You should have an urge to solve problems,
prioritize and execute tasks in a high pressure environment and
communicate effectively across teams internally and with customers at
all levels. You will specifically be responsible for all
inbound/outbound technical issues pertaining to SMS and other
platforms.
Responsibilities/Duties:
Transform upset customers with technical issues into happy ones, through a magic mix of empathy, honesty, and generosity, and escalating to others when you need help to make it happen.
Provide exceptional support by listening, understanding the issue, and problem-solving with customers.
Proactively monitor, platform, server and connector alerts, analyze and escalate when needed to ensure maximum uptime of systems.
Monitor traffic flows, high failures rates & queuing to ensure uptime and reliability of traffic flows
Work with internal teams to ensure backups, archival and maintenance activities are completed regularly.
Work with internal teams to setup new VPN connections and integrations with mobile operator partners.
Work with engineering team and application vendors to analyze and resolve issues as well as release new upgrades
Handle inbound/outbound support issues via Zoho Desk, email, Skype and phone calls.
Create, follow-up, update and close out help desk tickets
Communicate internally across teams when need be to ensure client needs are met.
Keep our FAQ, technical documentation and common issues knowledge base updated
Flexible with working hours to ensure every customer gets an answer within given timeframes, along with assigned shits on on Sundays/Public holidays
Training new Technical and Customer Support agents
Assist customer service team on traffic reviews, testing and sender ID requests if needed.
Requirements
This position is for
you if you:
Have a strong background and experience in networking, system administration or telecommunications
Experience working with SMS, SMSC, SMPP gateways and other mobile operator systems and protocols a plus
Have the ability to work successfully as a member of a team or individually with a high level of accuracy and urgency.
Have a strong commitment to proactive customer service
Demonstrate ability to communicate effectively (both written and verbal) and to establish credibility and good working relationships with customers of all levels, including the ability to handle difficult clients and partners.
Can identify and analyze problems or issues and be creative/practical in the development of suitable solutions
Are able to effectively and efficiently prioritize and execute tasks in a high-pressure work environment to ensure timeframes are met.
Are patient, curious, detail oriented and eager to solve problems
Possess the ability to absorb and retain information quickly
Have experience working in a team-oriented, collaborative environment.
Resourcefulness and flexibility in troubleshooting issues
Possess a can-do attitude, ready to take challenges head on
Are a multi-tasker with the ability to wear many hats in a fast-paced environment and to change from one task to another with ease.
Benefits
- Attractive remuneration
- Subsidized health insurance plan
- Learning & career
development opportunities
Network & Infrastructure Engineer
Beem Africa
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