Available courses

Effective Ticket Closure and Accountability for Field Technicians

Course Summary:

This course equips Vilcom field technicians with the essential knowledge and best practices for accurate and timely ticket closure in the Emerald system. It emphasizes the importance of proper ticket management to ensure customer satisfaction, accurate reporting, and efficient workflow coordination between SOC/CSM and field teams.

Technicians will learn how improper handling of tickets, such as switching to Repair Done after ticket rescheduling, can create data inconsistencies, duplicate records, and negatively impact service delivery metrics. The training highlights how disciplined ticket closure improves accountability, prevents repeat visits, strengthens customer trust, and enhances overall network performance monitoring.

Through this session, technicians will also understand how to update clears, communicate effectively with clients, and collaborate with SOC/CSM teams for final confirmations. The course emphasizes the importance of data integrity, professionalism, and ownership in all service interactions, thereby ensuring transparency and operational efficiency.

By the end of the training, participants will be able to:

  1. Properly close tickets in real-time following resolution or escalation procedures.

  2. Ensure client satisfaction through confirmation and detailed updates.

  3. Maintain clean, accurate data within Emerald for reporting and performance tracking.

  4. Demonstrate accountability, professionalism, and teamwork in the technical support workflow.

Vilcom App Client Management & Navigation Training

This course provides a comprehensive guide to using the Vilcom App for managing client accounts and services. It equips learners with the knowledge to assist customers in navigating the app’s key features. This includes: login and dashboard overview to managing subscriptions, payments, and WiFi settings. Participants will learn how to guide clients through account management, subscription renewals, plan upgrades or downgrades, and direct support options via WhatsApp. The course also covers the use of additional Vilcom services such as Web Hosting, VPS Storage, and Hotspot access. By the end of the training, participants will be able to confidently support clients in troubleshooting, managing their connections, and maximizing the benefits of Vilcom's products & services.

Vilcom Hotspot Connection & Troubleshooting

This course provides a comprehensive understanding of Vilcom’s hotspot infrastructure, connectivity flow, and troubleshooting procedures. Participants will gain hands-on knowledge of how Vilcom deploys WiFi 6 access points and regional GPON technology to deliver affordable and reliable hotspot services across multiple regions. The course also covers tools, systems, and escalation processes used in day-to-day operations.

Learning Objectives:

By the end of this course, participants will be able to:

  • Understand Vilcom’s hotspot network topology, from the Africa Data Center (ADC) to client access points.

  • Configure and provision hotspot ONUs, single & dual-band (2.4G/5G) connectivity.

  • Diagnose and resolve common hotspot issues, including voucher management, payment validation, and client messaging.

  • Use support tools such as Netpap, iManager U2000, and Emerald to monitor, troubleshoot, and escalate issues.

  • Apply best practices in bridging, VLAN segregation, and CRM-based client communication.

U2000 Comprehensive Guide – Course Content

The U2000 Training course is designed to equip network operations and support teams with the knowledge and hands-on skills required to effectively monitor, manage, and troubleshoot Vilcom’s network infrastructure using the Huawei U2000 Network Management System (NMS).

Participants will learn how to navigate the Workbench, interpret alarms, manage OLTs and GPON connections, provision and reprovision ONUs, and perform detailed troubleshooting for client issues such as slow speeds, intermittent connections, and LOS alarms.

Through practical demonstrations and real-world examples, learners will gain confidence in using U2000’s advanced features, including optical power monitoring, configuration management, remote testing tools, and performance analysis.

By the end of the course, participants will be able to proactively maintain network health, efficiently resolve client issues, and support Vilcom’s goal of delivering reliable and high-quality internet services.

CRM Emerald Excellence Training: Service, Support & Account Management

The CRM Emerald Training Course guide is designed to equip staff with the knowledge and practical skills needed to effectively use CRM Emerald. It's a powerful client and billing management system developed by IEA Software.

This course provides a structured deep dive into all the core tabs. Including: Home, Accounts, Support, Reports, Inventory, and Options, while also covering advanced workflows such as ticket management, service installations, repairs, client retention, and Billing Records.

Participants will learn how to:
  1. Manage client accounts across multiple services (Home Fiber, MSME, Business packages).
  2. Create, track, and close tickets with accuracy, like customer calls, billing, installations, service repairs, etc.
  3. Auto-Generate, interpret & be able to share critical reports for operations, finance, customer support, and check network performance per region.
  4. Manage and assign inventory items to ensure service continuity & accountability to our clients.
  5. Configure service packages for efficient operations.
  6. Utilize MBR functionalities for account management, payments, and check service history.

By the end of this course, participants will be able to navigate CRM Emerald with confidence, ensuring accuracy, accountability, and excellent client experience across all of our clients in regions.

Technician Excellence in Ticket Management & Client Retention

This course guides technicians on the critical role of accurate ticket updates in ensuring client satisfaction, trust, and long-term retention. It covers the importance of recording real root causes, proper use of clears, and correct classification of issues to prevent misleading reports and repeated client complaints. Technicians will also learn best practices such as avoiding unauthorized repairs, documenting recovered items, collaborating with SOC/CSM for ticket creation, and classifying fiber cuts and optimizations classified accurately. By mastering these skills, technicians will reduce repeat tickets, improve SLA compliance, build stronger client trust, and enhance organizational accountability.

Strategic Call Handling: Building Client Trust & Efficiency

This course equips SOC (Service Operations Center) and CSM (Customer Success Management) teams with the essential skills, tools, and strategies to handle inbound and outbound calls with professionalism, empathy, and efficiency. The program emphasizes building client trust, improving service delivery, and ensuring operational excellence in line with Vilcom Networks standards.

Course Coverage:

1. Inbound Call Handling Strategy

  • Professional greetings and client verification.
  • Active listening, empathy, and paraphrasing for clarity.
  • Ticket creation and documentation in Emerald.
  • Informing clients on troubleshooting, next steps, and escalations.
  • Closing calls with reassurance, alternative support channels, and updated contact details.
  • Using U2000 & Emerald for account checks, troubleshooting, and resolution.

2. Outbound Call Handling Strategy

  • When and why outbound calls are necessary (follow-ups, updates, clarifications).
  • Structuring outbound calls: introduction, purpose, confirmation, resolution, and polite closure.
  • Communicating delays, updates, and escalations with professionalism.

3. Best Practices for Both Inbound & Outbound Calls

  • Maintaining professionalism, empathy, and trust throughout the conversation.
  • Leveraging system tools (Emerald, U2000, PRTG) for faster troubleshooting.
  • Clear communication across multiple channels (Calls, SMS, WhatsApp, Email).
  • Applying NPS (Net Promoter Score) strategies to improve customer satisfaction.

4. Shift Team Lead Roles & Responsibilities

  • Supervising call agents to ensure adherence to SOPs.
  • Acting as the first escalation point for unresolved or critical issues.
  • Coordinating with L2, field teams, and regional supervisors during outages or downtimes.
  • Pulling, reviewing, and submitting end-of-shift reports (SOC FTTH Regional Groupings, & Communication Channel Reports).
  • Managing team resources, lunch breaks, and workload balancing.

5. Positive NPS Rating Strategies

  • First impressions and professional tone.
  • Product knowledge for confident responses.
  • Active listening and empathy-driven communication.
  • Ownership of issues, proactive follow-ups, and service recovery.
  • Promoting multichannel support and confirming client preferences.
  • Speed, accuracy, and teamwork in escalation and resolution.

Learning Outcomes:

By the end of this course, participants will be able to:

  1. Handle inbound and outbound calls with confidence, professionalism, and empathy.
  2. Build client trust through effective communication and accurate troubleshooting.
  3. Leverage systems (Emerald, U2000, PRTG) for efficient call handling and reporting.
  4. Apply structured strategies to improve client satisfaction and NPS ratings.
  5. Execute the responsibilities of call agents and shift team leads effectively.

Smart TV & Internet Troubleshooting Guide for Technicians

The course equips learners with the practical skills needed to diagnose and resolve connectivity issues in modern television. The course begins by training technicians to quickly identify whether a TV is Smart (internet-capable) or non-Smart, using key indicators such as built-in apps, network settings, and hardware features.

Participants will gain hands-on knowledge of step-by-step troubleshooting methods, including verifying network connections, restarting devices, reconnecting to Wi-Fi, updating software, and performing factory resets when necessary. Special focus is given to resolving common problems in Google TV, Android TV, and external TV boxes (Fire Stick, Chromecast, Android TV Box), covering advanced fixes like clearing cache, network resets, and HDMI troubleshooting.

The course also prepares technicians to advise clients on upgrading non-Smart TVs into Smart-capable systems using external streaming devices, with guidance on compatibility checks, device recommendations, and installation steps.

By the end of this course, technicians will be able to:

  • Accurately identify Smart vs. non-Smart TVs.

  • Troubleshoot internet connectivity issues effectively.

  • Apply brand-specific solutions for Android/Google TVs and TV boxes.

  • Recommend and set up reliable conversion solutions for clients with non-Smart TVs.

This course is designed for technicians, customer support agents, and field engineers who want to strengthen their expertise in Smart TV troubleshooting and internet connectivity support.

Training on Vilcom’s Network Equipments and Connectivity Infrastructure

This course provides a detailed overview of Vilcom’s networking equipments and their functionalities in delivering reliable fiber-to-the-home (FTTH) and Business (MSME) connectivity. Participants will gain knowledge of key equipment including OLTs, DWDM systems, ATNs, switches, routers, closures, cables, FATs, patch cords, ODFs, and client devices. The training covers their functionalities, interconnections, and applications in Vilcom’s network, ranging from backbone transmission and aggregation to last-mile delivery. By the end of this course, learners will understand how each device contributes to network performance, scalability, and customer service delivery.

HCIA-Datacom V1.0

Course Overview

This course provides a foundational understanding of data communication and computer networking principles. Staff will explore the essential concepts, protocols, and technologies that enable data transmission across networks. The course covers both theoretical fundamentals and practical applications, preparing learners for further studies in networking or related IT fields.

Course Objectives

By the end of this course, staff will be able to:

  • Understand the basic principles of data communication and networking.

  • Explain the functions of different network components (routers, switches, hubs, etc.).

  • Describe the OSI and TCP/IP reference models and their layers.

  • Identify different types of networks (LAN, WAN, MAN, WLAN) and their topologies.

  • Analyze transmission media (wired and wireless) and their characteristics.

  • Comprehend key networking protocols (TCP, UDP, IP, HTTP, FTP, etc.).

  • Recognize the importance of network security and basic troubleshooting techniques.

Course Content

Module 1: Introduction to Data Communication

  • Definition and components of data communication

  • Data transmission modes (simplex, half-duplex, full-duplex)

  • Analog vs. digital signals

Module 2: Networking Fundamentals

  • Types of networks (LAN, WAN, MAN, PAN, WLAN)

  • Network topologies (star, bus, ring, mesh, hybrid)

  • Network devices (routers, switches, hubs, modems, access points)

Module 3: Network Models & Protocols

  • OSI Model (7 layers and their functions)

  • TCP/IP Model (comparison with OSI)

  • Common networking protocols (TCP, UDP, IP, DNS, DHCP, HTTP/HTTPS, FTP)

Module 4: Transmission Media & Network Security

  • Wired media (twisted pair, coaxial, fiber optic cables)

  • Wireless media (Wi-Fi, Bluetooth, cellular networks)

  • Basic network security concepts (firewalls, encryption, VPNs)

Module 5: Practical Networking & Troubleshooting

  • IP addressing and subnetting basics

  • Basic network configuration and commands (ping, tracert, ipconfig)

  • Common network issues and troubleshooting steps

Learning Outcomes

Upon completion, staff will:

  • Have a clear understanding of how data is transmitted across networks.

  • Be able to differentiate between various network types and topologies.

  • Gain hands-on experience with basic networking tools and configurations.

  • Develop problem-solving skills for common network-related issues.

Vilcom Java Programming Assessment – Technical Interview Quiz

Course Overview: Vilcom Java Programming Assessment

This course is designed to assess candidates' Java programming skills for the position of Android/iOS software developer at Vilcom Networks Limited through a series of coding challenges. The quiz focuses on core Java concepts, testing the ability to write efficient and optimized code. Candidates will be evaluated on problem-solving skills, coding accuracy, and algorithmic thinking.

Topics Covered:

The quiz consists of progressively challenging questions covering:
🔹 Basic Java Methods & Arithmetic Operations – Implementing simple mathematical functions.
🔹 String Manipulation – Reversing strings using loops and recursion.
🔹 Sorting Algorithms – Implementing and understanding Merge Sort.
🔹 Searching Algorithms – Applying Binary Search for efficient lookups.
🔹 Recursion & Divide-and-Conquer Strategies – Implementing recursive solutions for common problems.

Assessment Format:

  • Quiz Type: Adaptive coding-based assessment (auto-graded).
  • Number of Questions: 5 coding challenges.
  • Allowed Attempts: 1 Attempt Only.
  • Time Limit: 60 Minutes
  • Scoring: Each question is evaluated automatically, and results are recorded.

Candidate Expectations:

  • Write clean, efficient, and well-structured Java code.
  • Follow the method signature requirements provided in each question.
  • Ensure proper handling of edge cases in problem-solving.
  • Demonstrate proficiency in algorithmic thinking and data structures.

Outcome & Evaluation:

Upon successful completion, candidates will:
🟠 Demonstrate proficiency in core Java programming concepts.
🟠 Show problem-solving ability through real-world coding challenges.

Vilcom Employee Handbook Quiz Course

Course Overview:


This course is designed to ensure that all employees at Vilcom Networks Limited have a thorough understanding of the company's policies, procedures, and code of conduct as outlined in the Employee Handbook. The course consists of a series of quizzes that test employees' knowledge of key topics, including employment basics, code of conduct, leave policies, performance management, disciplinary procedures, and health and safety guidelines.

The quizzes are structured to reinforce learning, promote compliance, and ensure that employees are well-equipped to adhere to company standards and contribute to a positive and productive workplace.