Service Assurance & Support Engineer

About the Company

Liquid Intelligent Technologies Uganda, a subsidiary of Liquid Intelligent Technologies, is a leading provider of digital infrastructure and network solutions across East Africa. The company focuses on connecting businesses, governments, and communities through robust fibre networks and advanced digital services, aiming to drive Uganda's digital transformation. As part of Cassava Technologies, the organization fosters a forward-thinking environment and values agility, compliance, and customer orientation.

Company Culture & Core Behaviours

• Accountability: Team members are expected to own their actions and performance, taking responsibility for results.
• Agility: Combining people, processes, and technology to optimize task execution in dynamic conditions.
• Collaboration: Employees work together, share knowledge, and help each other achieve collective objectives.
• Follow-through: Continuous improvement and a strong commitment to delivering thorough, high-quality work are essential.

Role Overview

The Service Assurance & Support Engineer handles proactive monitoring and management of services across networks, cloud infrastructure, data centers, cybersecurity, compute (AI), and payment platforms. This position blends Network Operations Center (NOC), helpdesk, and technical support duties, aiming to maintain service uptime, resolve incidents swiftly, ensure satisfied customers, and safeguard income-generating streams.

Key Responsibilities

• Continuously monitor network, cloud, and platform services to promptly detect potential issues.
• Create, track, and manage incident reports until full resolution is achieved.
• Deliver Level 1 and Level 2 technical support to both clients and internal teams.
• Coordinate responses and escalation procedures for major incidents.
• Conduct root cause analyses and implement necessary corrective actions.
• Keep ticketing systems and service logs up to date and accurate.
• Effectively communicate with customers about incident status and resolutions.
• Champion automation within monitoring and support processes.

Key Requirements

• Bachelor’s degree or diploma in Information Technology, Telecommunications, or a closely related discipline.
• Three to five years of relevant experience in NOC, technical support, or service assurance roles.
• Competency in using monitoring tools and IT service management platforms.
• Certifications such as ITIL, CCNA, or CCNP are advantageous.

Required Knowledge and Skills

• Strong skills in troubleshooting and analysis of complex systems.
• Experience with incident and problem management.
• Proficiency in monitoring tools and service dashboards.
• Excellent communication and customer service abilities.
• Basic abilities in process automation and scripting are desirable.