Service Engineer (3 Positions)

Organization: SimbaNET Uganda
Department: Technical Support – B2B
Location: Uganda
Reports To: Technical Support Manager (B2B)
Application Deadline: 3rd March 2026

Job Purpose

The Service Engineer will be responsible for the installation, configuration, maintenance, and support of enterprise network infrastructure and customer connectivity solutions. The role ensures high service availability, rapid fault resolution, and proactive network optimization to meet Service Level Agreements (SLAs) and customer expectations.

Key Responsibilities

1. Network Installation & Deployment

• Install, configure, and commission customer connectivity solutions including Fiber (GPON), HFC, MPLS, Metro Ethernet, and Satellite links.

• Configure and troubleshoot routers, switches, firewalls, and wireless devices.

• Perform site surveys and feasibility assessments prior to deployment.

• Coordinate with field teams and project managers during new installations and upgrades.

2. Network Monitoring & Support

• Monitor network performance and customer links to ensure uptime and stability.

• Diagnose and resolve faults within agreed SLA timelines.

• Escalate complex issues to higher-level technical teams when necessary.

• Provide both remote and onsite technical support to B2B customers.

3. Maintenance & Optimization

• Conduct preventive maintenance on network infrastructure.

• Optimize network performance through configuration tuning and traffic analysis.

• Ensure proper documentation of network configurations and topology changes.

• Participate in planned maintenance activities and network upgrades.

4. Customer Service & Incident Management

• Respond promptly to customer incidents logged via the call centre or ticketing system.

• Provide clear technical feedback and updates to clients regarding fault resolution.

• Maintain professional communication with enterprise clients.

• Support call centre operations where necessary, ensuring quality technical responses.

5. Documentation & Reporting

• Prepare daily, weekly, and monthly technical reports.

• Maintain accurate records of installations, configurations, and support activities.

• Contribute to knowledge base documentation for recurring technical issues.

Qualifications & Experience

• Bachelor’s degree in Information Technology, Engineering, Computer Science, Telecommunications Engineering, or related field.

• Minimum of two (2) years’ experience in ISP or Telecom Engineering environment.

• Practical experience with METRO, MPLS, HFC, GPON, and Satellite networks.

• Strong understanding of TCP/IP, routing protocols, VLANs, VPNs, and network security principles.

• CCNA or CCNP certification is an added advantage.

• Call Centre experience (Agent, Quality Analyst, or Supervisor) is an added advantage.

Key Competencies

• Strong troubleshooting and analytical skills.

• Ability to work under pressure and meet strict SLAs.

• Excellent communication and customer service skills.

• Team player with strong coordination abilities.

• High level of integrity and professionalism.

• Willingness to travel for field assignments when required.

Performance Indicators

• SLA compliance rate.

• Network uptime and service availability levels.

• Mean Time to Repair (MTTR).

• Customer satisfaction ratings.

• Accuracy and timeliness of technical reporting.

Application Procedure

Qualified and interested candidates should submit their CV and Cover Letter addressed to:

Technical Support Manager (B2B)
SimbaNET Uganda

Email: john.kasumba@simbanet.co.ug

Only shortlisted candidates will be contacted.