Role

Job Details

ZTE Uganda, under the MS Project, is seeking a proactive and customer-focused EBU Support Engineer to deliver technical support for enterprise voice and data services. The successful candidate will be responsible for troubleshooting service issues, facilitating service activations and migrations, monitoring network performance, and ensuring timely resolution of customer incidents in line with established SLAs.

• Location: Kampala, Uganda
• Reports to: EBU Manager
• Employment type: Full-time

Key Duties and Responsibilities

• Provide technical support for enterprise voice and data services, including Internet, MPLS/IP VPN, FTTH, LTE/APN, and SIP Trunk solutions.
• Diagnose and resolve network connectivity and voice service incidents within agreed SLA timelines.
• Support service provisioning, testing, activations, and customer migrations.
• Monitor service performance and proactively identify potential issues.
• Escalate complex faults where necessary and coordinate resolution with internal teams and vendors.
• Perform root cause analysis and maintain accurate incident records and technical documentation.
• Provide timely customer updates and support service assurance activities.

Qualifications, Skills and Requirements

• Bachelor's Degree in Telecommunications Engineering, Computer Science, Information Technology, Electrical Engineering, or a related field.
• Minimum 1 year of experience in telecommunications, network operations, IT support, or enterprise service support.
• Exposure to enterprise voice and data services within a telecom, ISP, or managed services environment is an added advantage.
• Strong troubleshooting and analytical skills.
• Good communication and customer service skills.
• Ability to work in a fast-paced operational environment.
• Strong teamwork, accountability, and willingness to learn.
• Ability to participate in shift and on-call support arrangements.