Partner Support Engineer (L3)

NTT
Nairobi
Workplace: HybridFull timeFunction: Product ManagementExperience: 3-4 yearsEducation: bachelorsSkills: ["Customer service","Communication","Organizational skills","Problem-solving","Analytical skills"]

Own L3 support for partner clients’ Internet Solutions services, proactively monitoring, troubleshooting, and driving timely resolution of infrastructure and technical incidents. Communicate service issues, clarify complaints, implement the best corrective actions, and follow up to ensure outcomes. Identify risks, capture customer needs, and help improve retention through reporting, quarterly client meetings, and service improvement initiatives using enterprise network technologies.

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FursaFursa
NTT
NTT
4 days ago

Partner Support Engineer (L3)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 14 hours agoStatus: Live

Job Summary

Own L3 support for partner clients’ Internet Solutions services, proactively monitoring, troubleshooting, and driving timely resolution of infrastructure and technical incidents. Communicate service issues, clarify complaints, implement the best corrective actions, and follow up to ensure outcomes. Identify risks, capture customer needs, and help improve retention through reporting, quarterly client meetings, and service improvement initiatives using enterprise network technologies.
Location: Nairobi
Workplace: Hybrid
Employment Type: Full time
Job Function: Product Management
Seniority: Mid level

Key Responsibilities

  • •Proactively communicate and monitor service issues for partner clients, identify risks, and drive timely resolution of technical, service, and infrastructure problems.
  • •Clarify customer complaints, determine causes, select and explain solutions, expedite corrections, and follow up to ensure resolution.
  • •Manage escalations and ensure service outcomes meet targets (e.g., acknowledgment within 15 minutes; resolution within 3 hours and 95% resolution for all SRs).
  • •Provide day-to-day reports, identify upsell or cross-sell opportunities, and recommend services by collecting information and analyzing customer needs.
  • •Prepare service improvement initiatives, document client meeting minutes and resolution plans, and attend internal partner service review meetings to optimize services.

Key Requirements

  • •Degree in Information Technology, Information Systems, Computer Sciences, Telecommunication, or a related discipline.
  • •Advanced certification in Cisco, Microsoft Applications, Security, and Voice Solutions.
  • •Practical experience supporting enterprise solutions including SD-WAN, MPLS, Network Security, Cisco, VC, and VOIP.
  • •3–4 years of experience in the IT industry focused on network infrastructure support and maintenance.
  • •Customer service skills with strong oral and written communication, plus excellent organizational skills.
Experience:3-4 yearsEnterprise ITNetwork infrastructure support
Education:Bachelor's
Skills:Customer serviceCommunicationOrganizational skillsProblem-solvingAnalytical skills
Certifications:CiscoMicrosoft ApplicationsSecurityVoice Solutions
Tech Stack:CiscoMicrosoft ApplicationsSecurityVoice SolutionsSD-WANMPLSNetwork SecurityVCVOIPInternet Solutions

Company Brief

NTT
Dimension Data, operating under NTT Ltd, provides managed IT services, cloud and data center solutions, networking, cybersecurity, and digital transformation services to enterprise customers worldwide.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Valuation: Public Company (Market Cap in USD)
Headquarters: London, United Kingdom
Founded: 1983
WebsiteLinkedIn