Background

Telekom Networks Malawi plc (TNM) is seeking to fill the vacant position of HELPDESK SUPPORT ENGINEER-ESOC. This role reports to the Helpdesk Support Engineer Supervisor.

Responsibilities

The Helpdesk Support Engineer shall be responsible for providing first-line technical support for a range of Enterprise Services including Fixed Broadband, VPN, LTE, Fixed Wireless Access, SIP, email, domain, and cloud-based solutions. Acting as the initial point of contact for incidents and service requests, ensuring timely logging, diagnosis, and resolution within agreed SLAs. Monitoring service performance and proactively identifying and escalating faults, service risks, and recurring issues. Supporting enterprise customers by analyzing technical problems and coordinating appropriate solutions with internal engineering and service teams. Maintaining clear communication with customers throughout the incident lifecycle and ensuring that service quality standards are met.

Major Tasks and Responsibilities

• Provides first-line technical support for enterprise internet, VPN, SIP email, domain, and cloud services.
• Manages incidents and faults from initial report through to resolution while keeping customers informed.
• Performs troubleshooting and resolve issues within agreed Service Level Agreement (SLAs).
• Escalates complex technical issues to higher-level engineering and support teams.
• Monitors service performance including latency, packet loss, and CPE uptime.
• Logs, categorizes, and prioritizes incidents, service requests, and change requests.
• Supports hosted mailbox creation, email configuration, and spam monitoring.
• Collaborates with cross-functional teams to deliver customer-focused solutions.
• Advises network and service delivery teams on technical solution implementation.
• Adheres to IT policies, security standards, and data protection requirements.
• Maintains confidentiality of customer and organizational information.
• Reports security incidents and service risks promptly.

Qualifications and Requirements

• Bachelor’s Degree or Diploma in Telecommunications Engineering, Information Technology, Computer Science, or related field from accredited Institution of Higher Learning
• Strong knowledge of networking concepts (TCP/IP, OSP, UDP- Routing, Switching).
• Experience with enterprise connectivity solutions (MPLS, VPNs, leased lines).
• Knowledge of network protocols including OSPF, EIGRP, ISIS, RIP, IP, TCP, UDP.
• Familiarity with Windows and Linux operating systems.
• Knowledge of software and hosting platforms such as Microsoft Exchange, Office 365, Cpanel.
• Knowledge of Networking monitoring tools such as PRTG, Observium, Grafana, Ping plotter etc.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent written and verbal communication and interpersonal skills.
• Certifications such as CCNA/CCNP or equivalent are an added advantage.

• Provides first-line technical support for enterprise internet, VPN, SIP email, domain, and cloud services.
• Manages incidents and faults from initial report through to resolution while keeping customers informed.
• Performs troubleshooting and resolve issues within agreed Service Level Agreement (SLAs).
• Escalates complex technical issues to higher-level engineering and support teams.
• Monitors service performance including latency, packet loss, and CPE uptime.
• Logs, categorizes, and prioritizes incidents, service requests, and change requests.
• Supports hosted mailbox creation, email configuration, and spam monitoring.
• Collaborates with cross-functional teams to deliver customer-focused solutions.
• Advises network and service delivery teams on technical solution implementation.
• Adheres to IT policies, security standards, and data protection requirements.
• Maintains confidentiality of customer and organizational information.
• Reports security incidents and service risks promptly.

• Strong knowledge of networking concepts (TCP/IP, OSP, UDP- Routing, Switching).
• Experience with enterprise connectivity solutions (MPLS, VPNs, leased lines).
• Knowledge of network protocols including OSPF, EIGRP, ISIS, RIP, IP, TCP, UDP.
• Familiarity with Windows and Linux operating systems.
• Knowledge of software and hosting platforms such as Microsoft Exchange, Office 365, Cpanel.
• Knowledge of Networking monitoring tools such as PRTG, Observium, Grafana, Ping plotter etc.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent written and verbal communication and interpersonal skills.

• Bachelor’s Degree or Diploma in Telecommunications Engineering, Information Technology, Computer Science, or related field from accredited Institution of Higher Learning
• Certifications such as CCNA/CCNP or equivalent are an added advantage.