Engineer – Enterprise Customer Support at Safaricom PLC
AI summary
Full-time Engineer role at Safaricom PLC in Nairobi, Kenya. The position provides Level 2 technical support for enterprise customers, performs root cause analysis, and ensures service availability within SLAs. Requires 2 years of experience, a Bachelor's degree, and ITIL, A+, and Cisco certifications.
- Full-time position based in Nairobi, Kenya.
- Provide L2 support for enterprise customers and special projects.
- Requires ITIL V3, A+, and Cisco CCNA/CCNP certifications.
- 2 years of experience and Bachelor's degree required.
AI job guide
Use this guide to check salary signals, requirements, documents, application steps and safety before you apply.
AI salary guide
Not enough public dataNot enough public salary data is available for this exact role. Before applying, prepare to ask about gross pay, benefits, contract length, probation period, transport and any allowances.
Can you qualify for this role?
- Required2+ years of relevant experienceThe job post includes a minimum experience signal.
- RequiredEducation or certification mentioned in the postThe captured text mentions education, a diploma, certificate, or licence.
- PreferredPractical evidence in technology, Support Engineer, Customer Support EngineerThe tags and summary point to skills connected with this role.
- RequiredAvailability to work in NairobiThe vacancy is associated with this location.
- UnclearComfort with the Full-time contract termsConfirm hours, duration, probation and benefits at the original source.
Documents to prepare
- Likely requiredUpdated CV
- Role specificCover letter or short employer message
- OptionalProfessional references
- Role specificAcademic or professional certificates
- VerifyID or passport only after verifying the employer
Application tips for this job
- Place your strongest Engineer – Enterprise Customer Support at Safaricom PLC evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to Opened and the role in Nairobi.
- Add concrete examples related to technology, Support Engineer, Customer Support Engineer, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from Opened Career Kenya; avoid sending documents to unofficial contacts or copied links.
- Confirm the deadline, interview location and employer contact before sharing personal documents.
- Prepare a polite question about pay, benefits and contract terms for later interview stages.
Source and safety check
- Opened Career Kenya
- Original source link available
- Application method is clear
- Deadline not specified
- MediumThe employer is not clearly identified in the captured text.
Never pay for interviews, shortlisting, medical checks, uniforms, or job placement. Confirm every application at the original source before sharing personal documents. Report suspicious listing.
Interview preparation
- What experience makes you a strong fit for this Engineer – Enterprise Customer Support at Safaricom PLC role in technology, Support Engineer?
- How have you handled responsibilities similar to those in this job post?
- Are you available to work in Nairobi under the listed contract or schedule?
- Prepare examples with clear responsibilities, tools used and measurable outcomes.
- Review the source and research Opened before the interview.
Ask what the first priorities will be in the role and how success will be measured.
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Use AI to apply better
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Original source description
Engineer – Enterprise Customer Support at Safaricom PLC by Safaricom PLC in Computer Science Full Time Nairobi , KENYA 2026-08-01 Job Overview Date Posted 2026-08-01 Location Nairobi , KENYA Expiration date 2026-10-01
Experience
2 Years Gender Both Qualification Bachelor Degree Job Description Job Description Reporting to the Manager – Enterprise Customer Support, role holder will ensure service availability to all clients by offering 2nd level support to escalated trouble tickets, respond to and act on escalated trouble reports and ensure troubleshooting and solving ticketed incidents are done within SLA
with knowledge of IT platforms, Operating Systems, Networking – LAN/WAN & Wireless technologies, User Support and Safaricom System
in both hardware/software/system support Excellent Communication and problem solving skills Share this post Facebook Twitter LinkedIn WhatsApp Related Jobs Fullstack Developer (6 months Fixed Term Contract) at Britam Computer Science , Software Engineering & Development Nairobi , KENYA Full Time Data & Reporting Analyst at Victory Farms Computer Science , ICT Nairobi , KENYA Full Time Senior Data Engineer at CIC Insurance Computer Science , Software Engineering & Development Nairobi , KENYA Full Time Fullstack Developer (6 months Fixed Term Contract) at Britam Computer Science , ICT Nairobi , KENYA Full Time
Responsibilities
Uphold the company code of conduct, policies and procedures, ensuring integrity and accountability in every aspect of your work. All employees have a responsibility to adhere to safety, health, and wellbeing policies, guidelines and procedures in all actions and decisions. Handle Enterprise customers, support, partners and Safaricom special projects. Provide Level 2 technical support. Build tools to reduce occurrences of errors and improve customer experience. Perform root cause analysis for production errors. Permanently resolve recurring faults Come up with innovative ways to reduce demand. Investigate and resolve technical issues. Develop scripts to automate visualization. Research, review and recommend emerging technologies and innovative customer solutions and liaise with stakeholders for technology adoption to maximize service availability. Effectively liaise with subject matter experts-level 3 support players to diagnose, troubleshoot, and repair complex customer issues. Perform capacity monitoring and reporting on individual client circuits as well as network resources. Perform scheduled preventive maintenance for proactive support for global customers. Perform root cause analysis on issues to avoid recurrence. Escalate and follow up issues with relevant backend teams. Effectively communicate ticket status, service outages and escalate as per established customer support and escalation matrix. Ensure all customer solutions are documented. Ensure all Preventive and restorative procedures are documented and adhered to Ensure communication progressively and properly done to all stakeholders Weekly and monthly reporting on link performance Role requirements. Qualifications ITIL V3 Certification or equivalent ICDL Certification, A+ Certification – Hardware & Software Cisco Certification: CCNA, CCNP, HCNA, HCNP IT Service Management