About Us

Safaricom Telecommunications Ethiopia Plc is a company supporting Ethiopia’s digital transformation. As a member of the Vodacom family, we have a wealth of experience connecting over 334 million people globally and over 180 million people in Africa across our network. We look forward to partnering with Ethiopians as we build a new network in Ethiopia.

We are setting the groundwork in readiness for the launch of our services next year and are looking to work with purpose-led teams that put the community at the heart of service.

Safaricom Ethiopia is offering a wide range of careers, whether you’re looking to join our technology, commercial or corporate teams. If you would like a challenge and the promise of a digital future for the people of Ethiopia, we are looking for you. 

We are pleased to announce the following vacancy for System Administrator – End User Support -Dessie within the Technology Function in Ethiopia. In keeping with our current business needs, we are looking for a person who meets the criteria indicated below.

Detailed Description

Reporting to the Manager, Retail and Distribution Support, the position holder will have responsibility of timely delivery of quality IT End User Support for Devices, Networking components, and user applications across Safaricom region, implementation of strategic and innovative desktop/device technologies as per Safaricom business objectives while collaborating with business partners to rollout IT business solutions as required.

Role Responsibilities

• Responsible for interfacing with applications support teams to ensure applications run within the expected parameters.

• Provide expertise in Administering, configuring, and troubleshooting devices on Microsoft Windows, Unix/Linux and Android.

• Proactive IT on boarding of any new internal staff members joining the business units and providing necessary device support.

• IT Education, training and awareness, providing clear instruction, help and support, being responsible for what new employees feel, see and hear when introduced to their IT equipment and support.

• Building, setting up and configuring the appropriate equipment required by both new starters and existing employees as required for them to do their jobs.

• Setting up the relevant and appropriate IT access required for internal staff in a secure way and managing the execution of this process.

• Install, configure and upgrade the internal network for effective use.

• Monitor, administer and maintain the components of the Campus Network.

• Manage all active and non-active network components, network switches, routers, wireless access points, cabling.

• Providing high-quality walk-up face to face support during the hours of operation.

• Fulfilling any IT Service Requests in line with the customer expectations and needs.

• Providing telephone support remotely helping to resolve IT issues through effective diagnosis, technical actions and customer focus, covering the entire region.

• Communicating clearly and effectively with internal colleagues being supported, owning issues through to satisfactory resolution and closure.

• Support IT equipment installations, colleague moves and changes as required.

• Clearly captures and records appropriate and relevant technical information within the Service Management toolset.

• Co-ordinate and support the successful roll-out of new software and hardware to the entire Safaricom Region as required.

• Manage and ensure efficient procedures for the distribution and installation of changes to all end user devices.

• Ensure all assets are accounted for and components are accurately inventoried in an approved database to ensure audits compliance.

• Document obsolete assets from operational use and acquire legal indemnification for disposed assets while updating the asset status.

• Formulation of SLA’s for all device support services within the company.

• Ensure 98% target availability of desktops/laptops, printers, projectors, Network Devices and Video conferencing within all Regional Offices.

• Enforce adherence to SLA for turnaround of the different tickets for request fulfillment.

• Build and maintain relationships with all areas of the Safaricom Departments and ensure co-ordination of services offered by vendors.

• Evaluate and provide feedback on supplier performance quarterly.

• Role includes implementation of tactical service improvements, upgrades and system patching.

• Liaise with users, hardware and software vendors and internal systems owners to fine tune systems hardware and software for all systems.

• Maintenance of systems documentation and procedures for all Office Networking, End user devices and applications.

Job Requirements

• BSc Degree in Computer science, Computer Technology, Information Technology or engineering.

• 2-4 years’ experience as a support analyst in a User Support environment for end user devices and networking components.

• Microsoft Certification: MCSE, MCSA, CISCO Certification: CCNA.

• Experience in Microsoft SCCM and related software Deployment tools.

• 2-year experience in Supplier/Vendor Management, IT Support Services sourcing and contract cost monitoring & Agreements Maintenance.

• Extensive knowledge of enterprise windows, Linux and Android Operating Systems.

• Good Knowledge on Vendor Management and SLA enforcement.

• Strong oral, written, interpersonal communication and leadership skills.

• Some support experience in supporting applications/troubleshooting.

• Worked with APIs and troubleshooting APIs.

• WAN/LAN Interconnect experience.

• Managing, Configuring and Troubleshooting switches, routers and wireless access points.

• Monitor network performance (availability, utilization, throughput, goodput, and latency) and test for weaknesses.

• Knowledge of basic network architecture concepts (zones/DMZ, VLANs, segmentation, subnetting).

• Basic understanding of dynamic routing protocols a plus.

• Good working knowledge of basic firewall configuration concepts (ACL, NAT/PAT, routing statements, ports, protocols, VPNs) is desirable.

How to Apply

If you feel that you are up to the challenge and possess the necessary qualification and experience, proceed to update your candidate profile on CLICK HERE, then click on the apply button

 Remember to attach your resume !

 Female candidates are encouraged to apply.