10,384 Back End jobs in Kenya

Remote Customer Success Advocate - Technical Support

01001 Mangu KES50000 Annually WhatJobs

Posted 15 days ago

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Job Description

full-time
Our client is seeking a dedicated and empathetic Customer Success Advocate to provide exceptional remote technical support. This position is integral to ensuring our users have a seamless experience with our products and services. As a remote-first team member, you will be the primary point of contact for customers experiencing technical challenges, offering timely and effective solutions through various communication channels including chat, email, and phone. You will delve into complex issues, troubleshoot software and hardware problems, and guide users through resolutions, ensuring a high level of customer satisfaction. The role requires a proactive approach to identifying recurring issues and contributing to the knowledge base with comprehensive solutions.

Key Responsibilities:
  • Respond to customer inquiries and technical issues via remote channels promptly and professionally.
  • Diagnose and resolve software and hardware problems, guiding users through step-by-step solutions.
  • Escalate complex issues to senior support teams or relevant departments when necessary.
  • Document all customer interactions and resolutions in the CRM system accurately.
  • Contribute to the creation and maintenance of a comprehensive knowledge base and FAQs.
  • Provide feedback to product development teams on recurring issues and potential improvements.
  • Proactively engage with customers to ensure their needs are met and to enhance their overall experience.
  • Stay updated on product features, updates, and industry best practices.
  • Identify opportunities to upsell or cross-sell services based on customer needs and interactions.

Qualifications:
  • Proven experience in a customer service or technical support role.
  • Strong understanding of common software and hardware troubleshooting techniques.
  • Excellent problem-solving and analytical skills.
  • Exceptional communication and interpersonal skills, with the ability to explain technical concepts clearly.
  • Proficiency with CRM software and remote support tools.
  • Ability to multitask and manage time effectively in a fast-paced remote environment.
  • A patient and customer-centric attitude.
  • Experience in the (specific industry relevant to the fictional client) sector is a plus.
  • High school diploma or equivalent; technical certifications are advantageous.
This is a fantastic opportunity to join a forward-thinking company in a fully remote capacity, supporting customers from **Machakos, Machakos, KE** and beyond.
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Remote Senior Technical Support Engineer (Software)

30200 Moiben KES190000 Annually WhatJobs

Posted 3 days ago

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Job Description

full-time
Our client is seeking a highly experienced Senior Technical Support Engineer to join their globally distributed team, operating in a fully remote capacity. You will be the frontline expert in resolving complex technical issues for our software products, providing exceptional support to our enterprise clients. Your responsibilities will include in-depth troubleshooting, diagnosing intricate software defects, collaborating with development teams for bug fixes, and documenting solutions. This role demands a profound understanding of software architecture, networking, and system administration, coupled with outstanding communication and problem-solving skills. You will act as a crucial liaison between our clients and our product development teams, ensuring client satisfaction and product improvement.

Responsibilities:
  • Provide advanced technical support for our software products to enterprise customers via remote channels (phone, email, chat, video conferencing).
  • Diagnose, troubleshoot, and resolve complex software issues and bugs.
  • Analyze system logs and diagnostic data to identify root causes of problems.
  • Collaborate closely with software developers, QA engineers, and product managers to escalate and resolve issues.
  • Develop and maintain technical documentation, knowledge base articles, and best practice guides.
  • Educate customers on product features and effective usage to enhance their experience.
  • Manage and prioritize a high volume of support requests effectively.
  • Contribute to product improvement by providing detailed feedback on bugs and feature requests.
  • Mentor and guide junior support engineers, sharing expertise and best practices.
  • Ensure timely and effective resolution of customer issues, maintaining high levels of customer satisfaction.
Qualifications:
  • Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
  • Minimum of 5 years of experience in technical support, software support, or a similar role, preferably in a SaaS environment.
  • Proven expertise in troubleshooting complex software applications and understanding of client-server architecture.
  • Strong knowledge of operating systems (Windows, Linux), networking protocols (TCP/IP, DNS, HTTP), and database systems (SQL).
  • Excellent analytical and problem-solving skills with a methodical approach.
  • Exceptional communication, interpersonal, and customer service skills.
  • Ability to explain technical concepts clearly to both technical and non-technical audiences.
  • Experience with remote support tools and ticketing systems (e.g., Zendesk, Jira Service Management).
  • Ability to work independently and manage workload effectively in a remote setting.
  • A proactive attitude and a commitment to continuous learning and technical growth.
This is an excellent opportunity for a dedicated Senior Technical Support Engineer to contribute to client success and product enhancement from a remote location. If you excel at solving challenging technical problems and providing outstanding customer support, we encourage you to apply.
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Technical Support Engineer - Network Solutions

00100 Abothuguchi West KES150000 Annually WhatJobs

Posted 23 days ago

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Job Description

full-time
Our client is a leader in providing advanced network solutions and is seeking a dedicated Technical Support Engineer to join our team in **Nairobi, Nairobi, KE**. You will be the primary point of contact for customers experiencing technical issues with our products and services, ensuring swift and effective resolution.

Responsibilities:
  • Provide high-level technical support and troubleshooting for network products and services.
  • Diagnose and resolve complex hardware, software, and connectivity issues for customers.
  • Respond to customer inquiries via phone, email, and ticketing system in a timely and professional manner.
  • Document all customer interactions, troubleshooting steps, and resolutions in the CRM system.
  • Escalate unresolved issues to senior technical staff or engineering teams, providing comprehensive details.
  • Assist in the development of knowledge base articles, FAQs, and technical documentation.
  • Conduct remote diagnostics and provide on-site support when necessary.
  • Collaborate with sales and engineering teams to ensure customer satisfaction.
  • Maintain a deep understanding of our product portfolio and common customer use cases.
  • Participate in product testing and provide feedback to the development team.
  • Identify trends in customer issues and provide feedback to improve product design and documentation.
  • Manage multiple support tickets simultaneously, prioritizing effectively.
  • Stay up-to-date with the latest network technologies and industry best practices.
Qualifications:
  • Bachelor's degree in Computer Science, Information Technology, Electrical Engineering, or a related field.
  • Minimum of 3 years of experience in technical support, specifically with networking equipment and protocols.
  • Strong understanding of TCP/IP, DNS, DHCP, routing, switching, and firewalls.
  • Experience with network monitoring tools and diagnostic utilities.
  • Excellent troubleshooting and problem-solving skills.
  • Proficiency in providing customer support in a helpdesk environment.
  • Strong communication, interpersonal, and active listening skills.
  • Ability to work under pressure and manage customer expectations effectively.
  • Experience with ticketing systems (e.g., Zendesk, ServiceNow).
  • Relevant certifications such as CCNA, Network+, or equivalent are highly desirable.
  • A customer-centric attitude with a passion for resolving technical challenges.
This role requires you to be on-site to best serve our local customer base in **Nairobi, Nairobi, KE**. If you are a skilled problem-solver with a passion for technology and customer service, we encourage you to apply.
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Remote Technical Support Engineer - HVAC Systems

80100 Nairobi, Nairobi KES100000 Annually WhatJobs remove_red_eye View All

Posted 23 days ago

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Job Description

full-time
Our client is seeking a highly skilled Remote Technical Support Engineer specializing in HVAC systems to join their growing team. This is a critical, fully remote role where you will provide expert technical assistance to field technicians, engineers, and customers regarding the installation, operation, troubleshooting, and maintenance of our advanced HVAC solutions. You will be the go-to expert for complex technical queries, ensuring our systems perform optimally and our clients receive exceptional support.

Responsibilities:
  • Provide remote, first-line and second-line technical support for a wide range of HVAC products and systems.
  • Troubleshoot complex technical issues via phone, email, video conferencing, and remote diagnostic tools.
  • Interpret technical documentation, schematics, and performance data to diagnose and resolve system faults.
  • Guide field technicians through installation, repair, and maintenance procedures.
  • Escalate unresolved issues to senior engineers or product development teams, providing detailed information and analysis.
  • Develop and maintain technical support documentation, including FAQs, troubleshooting guides, and best practice articles.
  • Contribute to product improvement by identifying recurring issues and providing feedback to the engineering department.
  • Analyze system performance data to identify potential problems and recommend proactive solutions.
  • Train internal staff and external partners on HVAC system operation and troubleshooting.
  • Ensure timely and accurate logging of all support interactions and resolutions in the CRM system.
  • Stay up-to-date with the latest advancements in HVAC technology and industry standards.
Qualifications:
  • Proven experience in HVAC system design, installation, or technical support.
  • In-depth knowledge of refrigeration cycles, psychrometrics, air balancing, and electrical controls for HVAC systems.
  • Proficiency in reading and interpreting technical drawings, schematics, and blueprints.
  • Experience with diagnostic tools and software for HVAC systems.
  • Strong analytical and problem-solving skills with a methodical approach.
  • Excellent verbal and written communication skills, with the ability to explain technical concepts to diverse audiences.
  • Demonstrated ability to work effectively in a remote environment, managing time and prioritizing tasks independently.
  • A relevant technical certification or degree in Mechanical Engineering, HVAC Technology, or a related field is preferred.
  • Experience with building automation systems (BAS) is a significant advantage.
  • Customer-focused mindset with a passion for providing excellent technical support.
This is an outstanding opportunity to work remotely as a key technical resource, contributing to the success of innovative HVAC solutions.
This advertiser has chosen not to accept applicants from your region.

Lead Technical Support Engineer - Industrial Automation

00200 Ngong KES720000 Annually WhatJobs

Posted 23 days ago

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Job Description

full-time
Our client is seeking a Lead Technical Support Engineer specializing in Industrial Automation. This is a fully remote position, requiring you to provide expert-level remote support and troubleshooting for complex automated systems. You will be the primary point of contact for technical escalations, guiding clients and junior technicians through intricate technical challenges. The role demands a deep understanding of automation hardware, software, and networking, coupled with exceptional problem-solving abilities.

Responsibilities:
  • Provide advanced remote technical support and troubleshooting for industrial automation systems, including PLCs, HMIs, SCADA, and robotics.
  • Diagnose and resolve complex hardware, software, and network issues in a timely manner.
  • Develop and maintain technical documentation, including troubleshooting guides, FAQs, and knowledge base articles.
  • Train and mentor junior technical support engineers, sharing expertise and best practices.
  • Escalate critical issues to R&D or engineering teams when necessary, providing detailed information.
  • Analyze support trends to identify recurring problems and recommend product or process improvements.
  • Collaborate with customer success and sales teams to ensure client satisfaction.
  • Participate in the development and testing of new automation solutions.
  • Manage support queues and ensure adherence to service level agreements (SLAs) in a remote environment.
  • Proactively identify potential issues and offer preventative maintenance advice.

Qualifications:
  • Bachelor's degree in Electrical Engineering, Mechanical Engineering, Computer Science, or a related field.
  • Minimum of 8 years of experience in technical support, with a strong focus on industrial automation.
  • In-depth knowledge of PLC programming (e.g., Siemens, Allen-Bradley), HMI/SCADA software, and robotic systems.
  • Experience with industrial networking protocols (e.g., Ethernet/IP, Profinet, Modbus).
  • Strong diagnostic and problem-solving skills.
  • Excellent communication and interpersonal skills, with the ability to explain complex technical concepts clearly.
  • Proven ability to work independently and manage time effectively in a fully remote setting.
  • Experience in leading or mentoring technical teams is essential.
  • Familiarity with remote access and diagnostic tools.
  • Customer-focused mindset with a passion for resolving technical challenges.
This role offers a unique opportunity to work remotely and leverage your expertise in industrial automation. If you are a seasoned technical professional looking to make a significant impact, apply today. This position is ideal for candidates located in or around Ruiru, Kiambu, KE , but operates entirely remotely.
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Technical Support Engineer

Nairobi, Nairobi KES1200000 - KES2400000 Y Acsys International Ltd.

Posted today

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Job Description

CUSTOMER SERVICES TEAM – SUPPORT ENGINEER:

With Acsys International, the Support Engineer will be expected to perform all the below mentioned support activities which falls under our scope, to the Customers located globally. Customer Relationship Management, Pre-Sales Support, Customer Training & Implementations, Incident Management, Hardware RMA.

CORE RESPONSIBILITIES: Serves customers by providing product and service information; resolving product and service problems.

CUSTOMER SERVICE REPRESENTATIVE SKILLS AND QUALIFICATIONS:


•Minimum of bachelor's degree or Diploma or Equivalent Technical Qualification or Certification


•Customer Handling Skills (Exposure in handling International Customers)


•Excellent Communication Skills (Oral & Written)


•Intermediate Hardware, Software & Networking knowledge


•Strong Interpersonal Skills & Exposure to working across multi-cultural workforce


•Flexible to work in shifts (24/7) environment, Quick Learner


•Quality Focus, Problem Solving Skills, Market Knowledge


•Documentation Skills, Listening Skills, Email / Chat etiquettes
•Analyzing Information, Go in to the details, Logical Troubleshooting Skills, Multi-tasking


•Flexible to travel frequently Domestic / Internationa

l
•Good to have - a valid passport

CUSTOMER SERVICE REPRESENTATIVE JOB DUTIES:


•Incident Management Ticketing Process – Taking Ownership of issues end to end and maintaining theconfidentiality of the Customer Information and recording every bit of information on the CRM


•Resolve customers issues with respect to Product, Software, Hardware, Replacement or Enquiry


•Drill down and identify the root cause of the issue and accurate reporting of the same to other departments


•Provide best possible solution to the customers and expediting speedy resolution to the customers


•Suggesting any Sales Leads / Opportunities with the Customers to the Sales Team


•Prepare product or service reports by collecting and analysing customer provided information and passing it on therelevant teams internally


•Contribute to team effort by accomplishing related results as needed


•Generate sales leads and maintain a good rapport with the POCs, build sustainable relationships of trust throughopen and interactive communication


•Go the extra mile to engage customers


•Weekly, Monthly submission or reports / timesheets submission on time


•Ownership of Cases lying in your bin, regular follow ups and feedbacks to the internal teams.

This advertiser has chosen not to accept applicants from your region.

Technical Support Engineer

50100 Tuwan KES90000 Annually WhatJobs remove_red_eye View All

Posted today

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Job Description

full-time
Our client is seeking a knowledgeable and customer-focused Technical Support Engineer to join their expanding team. This role is integral to providing exceptional technical assistance and resolving customer issues related to our products and services. As a fully remote position, you will engage with customers via various communication channels, troubleshoot complex technical problems, and contribute to enhancing the overall customer experience. Your expertise in diagnosing and resolving technical challenges will be highly valued.

Responsibilities:
  • Provide timely and effective technical support to customers via phone, email, chat, and remote desktop tools.
  • Diagnose, troubleshoot, and resolve complex hardware, software, and network issues.
  • Guide customers through step-by-step solutions and educate them on product usage and best practices.
  • Document all customer interactions, troubleshooting steps, and resolutions accurately in the CRM system.
  • Escalate unresolved issues to higher-level support teams or engineering as needed, ensuring proper follow-up.
  • Contribute to the creation and maintenance of a comprehensive knowledge base of FAQs, troubleshooting guides, and technical documentation.
  • Identify recurring technical issues and provide feedback to product development and engineering teams for product improvement.
  • Monitor system performance and identify potential issues before they impact customers.
  • Maintain a high level of customer satisfaction by providing professional, empathetic, and efficient support.
  • Stay up-to-date with product updates, new features, and relevant technologies.
  • Participate in team meetings and training sessions to share knowledge and best practices.
  • Manage individual workload and prioritize support requests effectively to meet service level agreements (SLAs).
  • Proactively identify opportunities to improve customer support processes and tools.
Qualifications:
  • Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent practical experience.
  • Minimum of 3 years of experience in technical support, helpdesk, or a similar customer-facing technical role.
  • Strong understanding of operating systems (Windows, macOS, Linux), network protocols (TCP/IP, DNS, DHCP), and common software applications.
  • Experience with troubleshooting hardware components and software configurations.
  • Excellent problem-solving, analytical, and critical thinking skills.
  • Exceptional communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users.
  • Proficiency in using CRM software and remote support tools.
  • Ability to work independently and manage time effectively in a remote environment.
  • Patience, empathy, and a customer-centric attitude.
  • Certifications such as CompTIA A+, Network+, or Microsoft certifications are a plus.
  • Experience with cloud technologies (AWS, Azure, GCP) is advantageous.
This remote role offers an exciting opportunity to contribute to customer success and product development. If you are a skilled technical problem-solver with a passion for helping others, we encourage you to apply.
This advertiser has chosen not to accept applicants from your region.
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Senior Customer Support Engineer (Technical)

60200 Meru , Eastern KES110000 Annually WhatJobs

Posted 11 days ago

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full-time
Our client is looking for a dedicated and highly skilled Senior Customer Support Engineer to provide advanced technical assistance and problem resolution for their sophisticated product suite. This is a fully remote position where you will serve as a primary point of contact for customers facing complex technical challenges. You will be responsible for diagnosing intricate software and hardware issues, providing clear and concise solutions, and ensuring a high level of customer satisfaction. The ideal candidate will possess a deep technical understanding of the company's products, excellent troubleshooting methodologies, and the ability to communicate technical information effectively to both technical and non-technical users. This role requires strong analytical skills, a proactive approach to identifying underlying issues, and the capacity to document solutions for knowledge base expansion. You will also collaborate with product development and engineering teams to relay customer feedback and contribute to product improvements. As a senior member of the team, you will handle escalated customer inquiries, mentor junior support staff, and contribute to the development of support strategies and processes. This position demands excellent problem-solving skills, patience, empathy, and a commitment to delivering exceptional service in a remote work environment. The ability to manage multiple priorities and respond promptly to customer needs is crucial. If you are passionate about technology and thrive on solving challenging technical problems for customers, this fully remote role based out of **Meru, Meru, KE** offers a fantastic opportunity to grow your career.

Responsibilities:
  • Provide advanced technical support to customers via phone, email, and chat.
  • Diagnose and troubleshoot complex software and hardware issues related to the company's products.
  • Document technical issues, solutions, and workarounds thoroughly.
  • Escalate unresolved issues to appropriate engineering or development teams.
  • Reproduce customer issues in a test environment to identify root causes.
  • Develop and maintain a knowledge base of common issues and solutions.
  • Assist in training and mentoring junior customer support representatives.
  • Contribute to the improvement of support processes and customer experience initiatives.
  • Analyze support trends to identify product improvement opportunities.
  • Ensure timely and effective resolution of customer inquiries and issues.
Qualifications:
  • Bachelor's degree in Computer Science, Information Technology, or a related technical field.
  • Minimum of 5 years of experience in technical customer support or a related role.
  • In-depth knowledge of operating systems, networking, and common software applications.
  • Proven ability to troubleshoot complex technical problems efficiently.
  • Excellent communication, interpersonal, and active listening skills.
  • Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
  • Ability to explain technical concepts clearly to non-technical users.
  • Strong problem-solving and analytical skills.
  • Ability to work independently and manage time effectively in a remote setting.
  • Experience with scripting or programming languages is a plus.
This advertiser has chosen not to accept applicants from your region.

Remote Lead HVAC Systems Technician - Technical Support

80202 Shella KES480000 Annually WhatJobs

Posted 21 days ago

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full-time
Our client is seeking a highly skilled and experienced Lead HVAC Systems Technician to join their global support team in a fully remote capacity. In this critical role, you will be the primary technical point of contact for complex HVAC system issues reported from various client sites. You will be responsible for remotely diagnosing, troubleshooting, and providing expert guidance to on-site technicians, ensuring optimal performance and longevity of HVAC installations. Your duties will include analyzing system performance data, reviewing diagnostic reports, interpreting technical schematics, and developing detailed repair strategies. You will leverage your extensive knowledge of various HVAC equipment, refrigeration cycles, control systems, and building management systems (BMS) to provide accurate and timely solutions. This role requires exceptional problem-solving skills, the ability to work autonomously, and excellent communication abilities to articulate technical solutions to both technical and non-technical personnel. You will also contribute to the development of training materials and best practice guides for field technicians, aimed at enhancing their diagnostic capabilities. The successful candidate will be adept at using remote diagnostic tools, interpreting sensor data, and recommending preventative maintenance schedules based on performance trends. A key focus will be on ensuring compliance with all relevant safety standards and environmental regulations. This is an opportunity to shape the maintenance strategies for critical infrastructure from a distance, directly impacting operational efficiency and client satisfaction. While the role is fully remote, the context involves supporting installations primarily in the **Malindi, Kilifi, KE** region. A minimum of 5 years of hands-on experience in HVAC system installation, maintenance, and repair is mandatory, along with a strong understanding of electrical and mechanical principles related to HVAC. Relevant certifications (e.g., EPA Universal, NATE) are highly advantageous. You will be expected to manage multiple complex cases simultaneously and maintain detailed records of all support activities. This position requires a proactive and analytical mindset, with a passion for resolving challenging technical problems in the building services sector.
This advertiser has chosen not to accept applicants from your region.

Senior Customer Support Engineer, Technical Escalations

90132 Kitui, Eastern KES5800000 Annually WhatJobs remove_red_eye View All

Posted 7 days ago

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full-time
Our client, a rapidly growing SaaS company, is seeking a highly technical and customer-focused Senior Customer Support Engineer to join their fully remote support team. This critical role involves handling escalated technical issues, providing in-depth troubleshooting, and ensuring timely resolution for complex customer problems. You will be the technical point of contact for challenging customer cases, working closely with product development and engineering teams to identify root causes and implement solutions. The ideal candidate possesses strong analytical and problem-solving skills, a deep understanding of software systems, and a passion for delivering exceptional customer experiences. This is a remote-first position, requiring excellent communication and self-management skills. Your responsibilities will include diagnosing software defects, providing workarounds, documenting solutions, and contributing to the knowledge base. You will also play a key role in training and mentoring junior support staff. Our client is committed to providing outstanding support and values individuals who are proactive, technically adept, and customer-centric. This role offers a unique opportunity to work with cutting-edge technology, collaborate with talented engineers, and make a significant impact on customer satisfaction and retention. We are looking for a motivated individual who thrives in a remote work environment and is dedicated to resolving complex technical challenges. The ability to articulate technical information clearly to both technical and non-technical audiences is essential. Join our collaborative remote team and help us maintain the highest standards of customer support.

Responsibilities:
  • Provide expert technical support for escalated customer issues related to the company's software products.
  • Diagnose, troubleshoot, and resolve complex software defects and technical problems.
  • Collaborate with engineering and product teams to identify root causes and implement permanent fixes.
  • Document technical solutions, workarounds, and troubleshooting guides.
  • Contribute to the development and maintenance of the product knowledge base.
  • Provide guidance and technical training to junior support engineers.
  • Communicate effectively with customers, providing updates on issue resolution progress.
  • Analyze support trends and identify areas for product improvement.
  • Ensure customer satisfaction by delivering timely and effective technical solutions.
  • Participate in on-call rotation as needed.
Qualifications:
  • Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
  • Minimum of 5 years of experience in technical customer support, software support, or a similar role.
  • Proven experience troubleshooting complex software issues.
  • Strong understanding of operating systems, networking, and databases.
  • Proficiency in at least one scripting or programming language (e.g., Python, JavaScript, SQL).
  • Excellent analytical, problem-solving, and debugging skills.
  • Outstanding written and verbal communication skills.
  • Ability to work independently and manage time effectively in a remote environment.
  • Customer-focused mindset and a passion for helping others.
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