Website Wananachi Group Tanzania
Wananachi Group Tanzania
VACANCY: TECHNICAL SUPPORT MANAGER (B2B)
Wananachi Group Tanzania (SimbaNET, ZUKU Cables, ZUKU pay TV) — a Regional Company which provides Internet, Data, Broadcasting and Multimedia Communication Solutions — seeks to recruit Technical Support Manager (B2B), who will work independently to provide professional and focused customer service both internally and externally. He/she reports to Country Manager & dotted line to Director, Customer Experience (Group).
Responsible for delivering world-class L1, L2 technical support
and downtime prevention measures for our Business and Carrier clients across multiple technologies under Wananchi Group i.e. Wananchi Telecom, SimbaNet; and when required would include B2C Zuku Fiber & Zuku Satellite – TV/DTH.
L1:
Oversee basic fault diagnosis and customer guidance on issues like service outages, DNS, email, equipment, link, connectivity issues and ensure timely and effective resolution of service incidents through helpdesk platforms.
L2:
Handle escalated client and networking diagnostics issues related to all Wananchi Group networks, systems and 3rd party partner networks while keeping each client up to date. Provide RFO & SLA reports to clients as per contractual obligations.
Vendor & Third-Party Management:
Manage relationships with third-party providers and equipment vendors to ensure timely support, maintenance, updates and RCAs. Review vendor SLAs, coordinate escalations, and validate resolution quality.
Commercial/Sales Opportunities:
Develop and execute strategies to acquire new customers and expand existing relations & account value. Use L1/L2 client interactions to identify up/cross-sell opportunities to increase MRR & client lifetime value; execute to closure or escalate to relevant B2B functions with timeous follow-up to closure. Propose business solutions for development to meet client needs and to uplift Simbanet/WTL product portfolio to be solution based. Follow through on solutions development and implementation.
Customer Focused Support Operations:
Manage B2B client segments (WTL – Wholesale/Carrier-WTL & Simbanet – Enterprise & Public Sector, SME, Regional Business, Authorized Dealerships) within/exceed contractual SLAs to enhance satisfaction and NPS. Service recovery for individual clients, all affected clients & technology (HFC, GPON, VSAT, WiMAX, METRO, MPLS & contracted 3rd party networks); with long-term solutions to assure QoS & stability. Spearhead quality controls from onboarding through lifecycle to achieve service excellence and stay on network.
Preferred Certifications
- Cisco CCNA or Juniper JUNOS / JNCIA
- ITIL Foundation (for incident and change management)
- Windows / Linux Cert
- Bachelor’s Degree in Computer Science, Telecommunications, Network Engineering, or related field Technical Field
- 3 or more years of experience in Technical Support, NOC, or Network Operations role within an ISP or telecom
- Commercial (Sales) experience of B2B segments (Wholesale/Carrier-WTL, Enterprise, Public Sector, SME, Regional Business, Authorized Dealerships)
- Knowledge and experience in reading, analyzing, and interpreting periodical reports and technical procedures
- Proven experience supporting B2B/Enterprise and Carrier/Wholesale clients under strict SLAs
Strong Hands-On Skills
- Fiber or Cable access networks
- GPON, HFC access, MPLS, basic Security and QoS
- Metro Ethernet (QinQ, MEF standards)
- IP/MPLS backbone, IP VPNs, BGP (ISP) including advanced IPv4 & IPv6 networks
- Wireless technologies (WiMAX, DWDH, OTN)
- IP Networking (Cisco, Juniper, Mikrotik)
- Web Hosting, Domain and Email server, protocols like HTTPS(S), WWW, FTP, TCP/IP, UDP
- VOICE and VOIP
- Network Monitoring & Diagnosis platforms
- Administration of DOCSIS, DOCSIS 3.1, GPON & Routers from different vendors
- Proficient in using troubleshooting tools such as CACTI & SOLARWINDS
Apply to:
📧 recruitment@simbanet.co.tz
🕓 Deadline: 10th October 2025
See also: How to Get Employed in Tanzania
Madeni App: Mfumo Bora wa Kudai Madeni Uliotamadal na Kujitegemea (Automatiki)
To apply for this job email your details to recruitment@simbanet.co.tz