Kenneth Ngondi ShortList

Supporting links on different platforms including HFC, GPON, Metro Fibre, WiMax and VSAT
Daily review and update of the issue management system for assigned cases and provision of client
reports.
 Application of validated processes to support and manage customer requests, complaints and
inquiries.
 Follow appropriate technical troubleshooting guidelines and techniques to diagnose and resolve issues
 Log and follow-up on faults with internal / external suppliers.
 If required, pro-actively seek guidance from other technical teams / management to identify and
propose ticket resolutions
 Provide customers with technical advice and appropriate recommendations of issues established.
 Where appropriate, escalate faults as per standard, retaining ownership of the ticket to ensure a
timely resolution.
 Ensure that the correct process and procedures are followed for ticket management and escalations
 Handle complex and /or escalated cases from Intermediary Support Engineers within the defined
scope and laid down standards processes & procedures.
 Provide accurate and timely feedback and reports to line manager as may be required