Summary: Job Title: Engineer – Enterprise Customer Support

Job Details

  • Deadline: 06/08/2026
  • Company: Safaricom
  • Location: Nairobi
  • Employment Type: Full Time
  • Salary: Open

Job Description

Job Title: Engineer – Enterprise Customer Support

Date Posted: 01/08/2026

Job Type: Full Time

Job Level: Middle

Employer: Safaricom

Industry: IT

Salary: Open

Location: Nairobi

Country: Kenya

Deadline: 06/08/2026

Summary: IT Jobs, Safaricom Jobs. Looking for an IT job in Kenya? Safaricom is hiring an Engineer – Enterprise Customer Support to provide technical support to corporate clients, manage enterprise network and service incidents, maintain SLAs, and ensure high system availability.

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

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 experience with knowledge of IT platforms, Operating Systems, Networking – LAN/WAN & Wireless technologies, User Support and Safaricom System
  • Experience in both hardware/software/system support
  • Excellent Communication and problem solving skills

How to Apply

Click here to apply

🎯 Applying for This Job? Don’t Send a Generic CV.

Don’t send the same CV to every job/employer. Have our recruitment team customize your CV to match the requirements of this specific job and improve your chances of getting an interview.

Customise My CV For This Job

.

⭐

5-Star

Reviews

Job Seeker Testimonials

Professionals Who Got

Jobs Through Corporate Staffing

Since 2011, Kenyan professionals have trusted Corporate Staffing Services to help them secure employment with leading employers in Kenya and beyond. Read testimonials from candidates who have experienced our recruitment process firsthand and successfully gotten hired through our recruitment services.

You Could Be Our Next Success Story

Read How They Got Jobs Through Corporate Staffing

Jobs Managed by Our Recruitment Team

The vacancies below are managed directly by the Corporate Staffing recruitment team on behalf of our clients. Review the job advert, then submit your application through our recruitment team for consideration.

Browse Other Jobs Posted Today

Explore the latest job opportunities posted now. Apply early to maximize your chances, as many employers begin reviewing applications as soon as suitable candidates apply.

Browse 100+ New Jobs Posted Today

How to Apply

Apply online: Open application page