Job Summary

To be qualified for this role, you should hold a degree in a relevant field, like Computer Science, IT or Software Engineering. Microsoft, Cisco, Linux or similar certification is a plus.

  • Minimum Qualification: Bachelor
  • Experience Level: Mid level
  • Experience Length: 3 years

Job Description

Our client is among the leading IT Solutions Companies in East Africa and are looking for a Technical Support Engineer to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot software and hardware problems and help our customers install applications and programs.

To be qualified for this role, you should hold a degree in a relevant field, like Computer Science, IT or Software Engineering. Microsoft, Cisco, Linux or similar certification is a plus. If you’re naturally a helper, enjoy assisting people with computer issues and are able to explain technical details simply, we’d like to meet you.

 

Responsibilities

  1. Research and identify solutions to software and hardware issues
  2. Diagnose and troubleshoot technical issues, including account setup and network configuration
  3. Ask customers targeted questions to quickly understand the root of the problem
  4. Track computer system issues through to resolution, within agreed time limits
  5. Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
  6. Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
  7. Provide prompt and accurate feedback to customers
  8. Refer to internal database or external resources to provide accurate tech solutions
  9. Ensure all issues are properly logged
  10. Prioritize and manage several open issues at one time
  11. Follow up with clients to ensure their IT systems are fully functional after troubleshooting
  12. Prepare accurate and timely reports
  13. Document technical knowledge in the form of notes and manuals
  14. Maintain jovial relationships with clients

 

Requirements

  • Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
  • Hands-on experience with Windows/Linux/Mac OS environments
  • Good understanding of computer systems, mobile devices and other tech products
  • Ability to diagnose and troubleshoot basic technical issues
  • Familiarity with remote desktop applications and help desk software (eg. Zendesk)
  • Excellent problem-solving and communication skills
  • Ability to provide step-by-step technical help, both written and verbal
  • BS degree in Information Technology, Computer Science or relevant field
  • Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus


How to Apply:

Applicants can send their CV and state the position applied for in their subject of the email to us before 9th August 2019. Kindly do not apply if you do not meet minimum requirements.

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