2 Lead Remote Technical Support Engineer jobs in whatjobs
Lead Remote Technical Support Engineer
Posted 23 days ago
Job Viewed
Job Description
Our client is seeking a highly skilled and experienced Lead Remote Technical Support Engineer to spearhead their technical support initiatives in a fully remote capacity. This senior position is critical for ensuring the seamless operation and maintenance of our client's technological infrastructure. You will be responsible for leading a team of remote support specialists, providing advanced technical assistance, and developing innovative solutions to complex technical challenges. Your duties will encompass diagnosing and resolving intricate hardware, software, and network issues, guiding junior engineers through troubleshooting processes, and implementing preventative maintenance strategies. You will also be involved in managing support tickets, ensuring timely resolution and customer satisfaction, and contributing to the development of technical documentation and knowledge bases. The ideal candidate will possess a strong background in technical support engineering, with a proven ability to manage and mentor a remote team. Excellent analytical, problem-solving, and communication skills are essential, enabling you to effectively interact with both technical and non-technical stakeholders. Proficiency with a wide range of operating systems, networking protocols, and diagnostic tools is a must. Experience with cloud platforms and cybersecurity best practices is highly advantageous. This role requires exceptional organizational skills, a proactive approach to issue resolution, and the ability to work autonomously in a demanding, remote environment. You will be instrumental in setting the standard for technical excellence and customer service within the support team. This is a fantastic opportunity for a seasoned professional to take on a leadership role in a remote-first organization, driving technical innovation and ensuring operational efficiency. The focus of your support will encompass clients and systems within the geographical vicinity of **Ruiru, Kiambu, KE**, though your work will be conducted remotely.
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Lead Remote Technical Support Engineer
Posted 12 days ago
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Job Description
Our client, a fast-growing technology solutions provider, is seeking a highly experienced Lead Remote Technical Support Engineer to manage and enhance their remote technical support operations. This critical, fully remote role involves leading a team of support professionals, developing advanced troubleshooting strategies, and ensuring the highest levels of service delivery for a diverse client base. You will be at the forefront of diagnosing and resolving complex technical issues, contributing to the continuous improvement of support processes, and acting as a key liaison between clients and internal technical teams. As a company committed to a remote-first culture, we leverage sophisticated collaboration tools and processes to ensure our distributed team operates with maximum efficiency and effectiveness.
Key Responsibilities:
Key Responsibilities:
- Lead, mentor, and manage a team of remote technical support engineers.
- Develop and implement advanced troubleshooting procedures for complex technical problems.
- Oversee the resolution of critical customer issues, ensuring timely and satisfactory outcomes.
- Analyze support trends and identify areas for service improvement and automation.
- Create and maintain comprehensive technical documentation and knowledge base articles.
- Collaborate with engineering and product teams to provide feedback on product issues and enhancements.
- Define and monitor key performance indicators (KPIs) for the support team.
- Conduct regular performance reviews and provide coaching to team members.
- Ensure adherence to service level agreements (SLAs) and customer satisfaction goals.
- Champion best practices in remote technical support and team collaboration.
- Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent practical experience.
- Minimum of 5 years of experience in technical support, with at least 2 years in a lead or supervisory role.
- Proven expertise in troubleshooting hardware, software, and network issues.
- Experience managing and motivating remote teams.
- Strong understanding of ITIL principles and best practices.
- Proficiency with ticketing systems (e.g., ServiceNow, Jira Service Management) and remote support tools.
- Excellent analytical, problem-solving, and decision-making skills.
- Exceptional verbal and written communication skills for clear virtual communication.
- Ability to work independently and manage priorities effectively in a remote environment.
- Relevant certifications (e.g., CompTIA A+, Network+, CCNA) are a plus.
This advertiser has chosen not to accept applicants from your region.
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