Poa! Internet is transforming the digital landscape of Kenya through bold innovation and an unwavering commitment to accessible and affordable connectivity. Founded in 2014, Poa! set out with a clear and powerful mission: to deliver internet to every home in Africa. With an agile approach to operations, rapid growth in urban and peri-urban markets, and a people-centered philosophy, Poa! has quickly risen to become one of the fastest-growing and most dynamic Internet Service Providers (ISPs) in Kenya.
At the heart of Poa!’s ethos is its values-driven culture, represented by the acronym “We CONNECT”:
- Create a better world for the people we serve
- Open our eyes to problems and opportunities
- Never stop learning and moving forward
- Name it, own it, solve it
- Engage with the bigger picture even in the details
- Care about each other
- Tujienjoy kazini
As Poa! continues its ambitious growth plans—expanding to cover the rest of Kenya and, eventually, Africa—it is recruiting exceptional talent to join its Nairobi-based team. If you are passionate about using your technical expertise to solve real-world problems and are excited to contribute to Africa’s digital future, this opportunity is for you.
Poa! is currently looking for a Technical Support Technician to join its growing team.
Position Title: Technical Support Technician
Department: IT / Customer Service
Location: Nairobi, Kenya
Application Deadline: Rolling (Apply Now)
About the Role
The Technical Support Technician plays a crucial role in bridging customer-facing support with deep technical problem-solving. This role focuses on level 2 (L2) support involving in-depth troubleshooting, backend diagnostics, and coordination with both internal and external technical stakeholders.
The primary responsibility is to resolve escalated technical support tickets that originate from level 1 (L1) teams, service partners, or internal systems. The Technician will also collaborate closely with the Network Operations Centre (NOC) team to ensure uninterrupted network performance and timely resolution of faults.
This is a fast-paced, individual contributor role suited for a results-oriented technician with experience in customer-centric telecom environments.
Mission Statement for the Role
To deliver expert-level troubleshooting and root cause analysis for customer and infrastructure issues, ensuring high availability, minimal service disruption, and customer satisfaction across Poa!’s expanding network.
Overall Responsibility
- Respond rapidly and effectively to technical escalations.
- Liaise between the Contact Centre, Field Service Partners, and the Network Operations Centre.
- Provide actionable insights to improve service delivery and prevent future incidents.
Detailed Job Description
Technical Escalations Management
- Resolve escalated technical issues from Level 1 (L1) support teams within one hour of escalation.
- Ensure all tickets are properly updated with accurate documentation of troubleshooting steps and resolutions.
Network Monitoring and Coordination
- Continuously monitor the network for issues affecting performance or availability.
- Escalate all unresolved network performance and service availability issues to the NOC team at the end of each 8-hour shift, ensuring a smooth handover.
Root Cause Analysis
- Identify recurring issues from support tickets and provide root cause analysis.
- Communicate findings and proposed solutions to the NOC team and L1 support teams to help prevent repeat incidents.
Support for Field Technicians and Service Partners
- Provide real-time support for installation and maintenance issues reported by Field Service Partners.
- Coordinate with the field team to ensure smooth delivery and resolution of onsite challenges.
Documentation and Knowledge Sharing
- Assist in the creation, review, and management of departmental documentation including Standard Operating Procedures (SOPs), troubleshooting guides, and escalation protocols.
- Contribute to internal knowledge bases and training resources to upskill L1 support agents.
Key Responsibilities Summary
- Address all L2 technical escalations within 1 hour.
- Escalate unresolved network performance issues to NOC team every 8-hour shift.
- Analyse and report recurring technical faults and provide resolution strategies.
- Offer real-time support to Field Service Partners and installers.
- Develop and maintain technical documentation and departmental procedures.
Reporting Structure
- Position Reports To: Technical Support Manager
- Team Interaction: Works collaboratively with L1 Support, NOC, Field Technicians, and Customer Service Teams.
Academic Qualifications
- A technical certificate in networking is mandatory.
- A diploma or degree in networking, telecommunications, or a related IT field is highly preferred.
Key Competencies and Technical Skills
- Strong working knowledge of routing and switching protocols.
- Familiarity with RF (Radio Frequency) technologies and network infrastructure.
- Ability to diagnose and resolve issues in IT systems and home/last-mile connectivity.
- High attention to detail and analytical thinking.
- Excellent interpersonal and communication skills, with the ability to explain technical concepts to non-technical stakeholders.
- Conflict resolution abilities and a customer-first mindset.
- Hands-on experience using CRM platforms and remote support tools.
- Proven track record of owning the full lifecycle of escalated customer support tickets.
- Demonstrated ability to work under pressure in a high-paced environment.
Experience Requirements
- At least 2+ years of progressive work experience in a Level 2 technical support role within the telecommunications or ISP industry.
- Must have worked in a B2C (business-to-consumer) technical support environment.
- Familiarity with remote diagnostics, ticketing systems, and field support collaboration.
Mandatory Hiring Criteria (Non-Negotiable)
- Minimum 2 years of experience in a B2C technical support role, specifically in the telecommunications sector.
- Demonstrated experience handling escalated technical issues in an L2 support environment.
What Poa! Offers
- A competitive monthly salary.
- Additional employee benefits including:
- Comprehensive medical cover
- Airtime allowance
- Annual training allowance for professional development
- Real career growth opportunities in a rapidly expanding, impact-driven company.
- An inspiring, collaborative, and energizing work culture based on shared values.
Inclusivity Statement
Poa! is an equal opportunity employer. We actively encourage applications from qualified women and persons with disabilities (PWDs). We are committed to fostering a diverse and inclusive workplace that reflects the communities we serve.
Conclusion
This role at Poa! is more than a technical job—it is a mission to bridge the digital divide and bring fast, reliable, and affordable internet to the people who need it most. If you have the drive, technical knowledge, and passion to be part of a bold and visionary team, we invite you to apply for the position of Technical Support Technician today.
