Summary
Date Posted: Thursday, February 10, 2022 , Base Salary: Not Disclosed

JOB DETAILS:
Job Title: Service Reliability Engineer
Reporting to: Customer Services Manager
Job Grade: I
Function: Service Reliability
Department: Technology
Location: Lusaka

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.

Role Purpose;
Responsible for 24/7/365 proactive monitoring of all the customer/organization’s network nodes and servers for problems from a central location. To analyze service impacting incidents, perform troubleshooting and incident response on the system, communicate with designated PoCs and track problems through to resolution in a timely manner.

Key Accountabilities;
• Proactive and comprehensive monitoring of customer last-mile links and CEs, core infrastructure, power infrastructure & server farm.
• Ensure customers receive excellent and consistent service through established customer support practices.
• Investigate and solve customers’ service problems.
• Respond to customer queries in a timely and accurate way, via phone, email or chat.
• Provide customers with Reasons for Outages (RFO) within set timelines.
• Coordinate with third-party vendors, customer contacts, or other inq. teams in fault resolutions using established escalation processes.
• Track and document all incidents, calls and resolutions in detail, and compile incident reports.
• Update internal databases with accurate records of discussions or correspondence with customers, 3rd party vendors of internal inq. Teams.
• Enforce configuration management and change management policies and practices.
• Generate end of shift reports as required.
• Virtual centre of excellence involvement.

Qualifications & Experience
• Diploma in Computer Science, Technology, ICT or related discipline.
• CCNA Certifications
• Other IT certifications will be advantageous
• A minimum of 2 years’ experience in an ISP/Networking environment.

Technical Skills
• Strong ability to diagnose server or network alerts, events or issues.
• Understanding of common information architecture frameworks.
• Knowledge of IT designs, set ups, installation (hardware/software), implementation and maintenance.
• Highly computer proficient in standard office applications.
• Ability to work with different operating systems.
• Knowledge of project management methodologies and techniques.
Personal attributes;
• Good judgement
• Ability to work Independently and as part of a team
• Decision making
• Customer focused

Work Hours: 8

Experience in Months: 24

Level of Education: Associate Degree

Job application procedure
Send your applications, attaching your current CV and Cover letter to hr@inq.inc
Use the subject line “SERVICE RELIABILITY ENGINEER”. The deadline for applications is
Monday 14th February, 2021 (17:00hrs)
Applications must be addressed to;
Human Resource Manager
inq. Digital Zambia P O Box 31276 Lusaka

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