18 IT Professionals jobs in Nairobi

Our client is seeking a highly skilled and motivated Senior Technical Support Engineer to provide exceptional remote support to their diverse customer base. This is a fantastic opportunity to leverage your technical expertise and problem-solving abilities from the comfort of your home. You will be responsible for diagnosing and resolving complex technical issues, guiding customers through troubleshooting steps, and ensuring a high level of customer satisfaction. The ideal candidate will have a deep understanding of software, hardware, and network troubleshooting, with a proven track record in a technical support role. You should be adept at communicating technical information clearly and concisely to both technical and non-technical users. Experience with ticketing systems, remote desktop tools, and knowledge base management is essential. We are looking for a patient, empathetic, and analytical individual with a passion for helping others and a commitment to finding effective solutions. The ability to work independently, manage multiple support requests simultaneously, and escalate issues appropriately is crucial. This role requires strong problem-solving skills, meticulous attention to detail, and the ability to stay calm and professional under pressure. You will collaborate with engineering and product teams to identify recurring issues and contribute to product improvements. Key responsibilities include:

• Providing high-level technical support to customers via phone, email, and chat.
• Diagnosing and resolving complex hardware, software, and network issues.
• Guiding users through troubleshooting steps and providing clear instructions.
• Documenting all support interactions, resolutions, and technical issues in a ticketing system.
• Creating and maintaining technical documentation and knowledge base articles.
• Escalating unresolved issues to senior engineers or development teams.
• Identifying trends in customer issues and providing feedback to product development.
• Ensuring customer satisfaction by providing timely and effective solutions.
• Staying up-to-date with product updates and technical advancements.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 5+ years of experience in technical support or helpdesk roles.
• Proficiency in troubleshooting operating systems (Windows, macOS, Linux) and common applications.
• Strong understanding of networking concepts (TCP/IP, DNS, DHCP).
• Experience with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.
• Excellent communication, problem-solving, and customer service skills.
• Ability to work independently and manage time effectively in a remote environment.
• Relevant technical certifications (e.g., CompTIA A+, Network+) are a plus.

This fully remote position is based in **Malindi, Kilifi, KE**. If you are a dedicated problem-solver passionate about technology and customer service, we want to hear from you.

Our client is looking for an experienced and customer-focused Technical Support Lead to manage their remote support team. This role demands a leader with a strong technical aptitude, excellent communication skills, and a passion for providing exceptional customer service. You will be responsible for overseeing the daily operations of the technical support department, ensuring timely and effective resolution of customer issues, and driving continuous improvement in support processes. The ideal candidate will have a proven track record in managing support teams, troubleshooting complex technical problems, and implementing customer support best practices.

Your responsibilities will include leading, training, and mentoring a team of support specialists, assigning tasks, and monitoring performance to meet service level agreements (SLAs). You will also be involved in developing and maintaining support documentation, knowledge bases, and FAQs. This role requires hands-on involvement in resolving escalated customer issues, identifying root causes, and collaborating with engineering and product teams to implement solutions. You will track support metrics, analyze trends, and report on team performance and customer satisfaction. Experience with ticketing systems (e.g., Zendesk, Jira Service Management) and remote support tools is essential. We are seeking a proactive problem-solver who can foster a positive team environment and ensure a seamless customer experience. This is a remote-first position, requiring strong organizational skills, the ability to manage time effectively, and proficiency in virtual collaboration tools. If you are passionate about customer success and looking to lead a high-performing team from **Malindi, Kilifi, KE**, we invite you to apply.

Our client is seeking a highly skilled Senior Technical Support Engineer to join their dedicated, fully remote customer service team. This role is crucial for providing exceptional technical assistance and ensuring our clients' satisfaction with our products and services. You will be the primary point of contact for complex technical inquiries, offering expert troubleshooting and resolution.

As a Senior Technical Support Engineer, you will leverage your deep technical knowledge and problem-solving abilities to diagnose and resolve a wide range of hardware and software issues. You will document solutions, create knowledge base articles, and collaborate with engineering teams to escalate and track product bugs and improvements. Excellent communication skills are essential, as you will be interacting with customers via phone, email, and chat, maintaining a professional and helpful demeanor at all times. This position requires a proactive approach to customer satisfaction and a commitment to continuous learning within a remote-first environment.

Key Responsibilities:

• Provide advanced technical support and troubleshooting for clients experiencing hardware and software issues.
• Respond to customer inquiries promptly and professionally across multiple channels (phone, email, chat).
• Diagnose, troubleshoot, and resolve complex technical problems, ensuring timely resolution.
• Escalate unresolved issues to appropriate internal teams (e.g., development, engineering) and follow up to ensure resolution.
• Create and maintain comprehensive technical documentation, including FAQs, user guides, and knowledge base articles.
• Identify trends in customer issues and provide feedback to product development teams for improvement.
• Assist in training and mentoring junior support staff.
• Proactively identify opportunities to improve customer experience and support processes.
• Manage customer support tickets efficiently, prioritizing and organizing workload.
• Ensure customer satisfaction by providing clear, concise, and accurate technical guidance.
• Stay up-to-date with product updates and technical advancements.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Minimum of 5 years of experience in technical support or a similar customer-facing technical role.
• In-depth knowledge of operating systems (Windows, macOS, Linux), networking concepts, and common software applications.
• Proven ability to diagnose and resolve complex technical issues.
• Excellent problem-solving, analytical, and critical thinking skills.
• Exceptional communication, interpersonal, and customer service skills.
• Proficiency in using helpdesk software and ticketing systems.
• Ability to work independently and manage time effectively in a remote setting.
• Strong ability to explain technical concepts to non-technical users.
• Experience in a SaaS environment is a plus.

This is an excellent opportunity to advance your career in technical support within a collaborative and flexible remote team. If you are passionate about helping others and possess strong technical acumen, apply today. You'll be providing vital support from your home base in Malindi, Kilifi, KE .

Our client, a fast-growing SaaS company with a global customer base, is seeking a Senior Technical Support Engineer to join their dedicated, fully remote support team. This role is crucial for providing advanced technical assistance to our customers, resolving complex issues, and ensuring a high level of customer satisfaction. You will act as a subject matter expert for our product suite, troubleshooting intricate software and hardware problems, and documenting solutions for both internal and external knowledge bases. The ideal candidate possesses deep technical expertise, excellent diagnostic skills, and a passion for helping customers succeed. As a remote employee, you will collaborate with customer success managers, product developers, and other support engineers through virtual channels, requiring strong communication and problem-solving abilities. You will also play a key role in identifying trends in support requests and providing feedback to the product team for continuous improvement. We are looking for a proactive, detail-oriented individual who can manage multiple priorities, think critically under pressure, and deliver exceptional support in a fast-paced environment. This is an excellent opportunity to leverage your technical skills and customer-centric approach in a fully remote setting, contributing significantly to our client's success.

Responsibilities:

• Provide advanced technical support to customers via email, chat, and phone.
• Diagnose, troubleshoot, and resolve complex software and system issues.
• Serve as a subject matter expert for the company's product suite.
• Document technical solutions and create comprehensive knowledge base articles.
• Escalate critical issues to relevant engineering or product teams with detailed information.
• Identify recurring technical issues and contribute to product improvement feedback.
• Assist in training and mentoring junior technical support staff.
• Manage customer expectations and ensure timely resolution of support tickets.
• Contribute to the development of support tools and processes.
• Maintain a high level of customer satisfaction through prompt and effective support.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 5 years of experience in technical support, preferably in a SaaS environment.
• Strong knowledge of operating systems (Windows, macOS, Linux), networking concepts, and databases.
• Proficiency in scripting languages (e.g., Python, Bash) is a plus.
• Excellent troubleshooting, analytical, and problem-solving skills.
• Superior communication and interpersonal skills for effective customer interaction.
• Ability to work independently and manage time effectively in a remote setting.
• Experience with ticketing systems (e.g., Zendesk, Jira Service Desk).
• Customer-focused attitude with a dedication to resolving issues.
• Familiarity with cloud platforms (AWS, Azure, GCP) is advantageous.

Our client is seeking a dedicated and experienced Senior Technical Support Specialist to provide expert assistance to their valued customers. This is a fully remote position, offering the flexibility to work from home and contribute to exceptional customer satisfaction. You will be the primary point of contact for resolving complex technical issues, ensuring a seamless user experience with our products and services. This remote role requires a deep understanding of our product suite, troubleshooting methodologies, and customer service best practices. Your responsibilities will include diagnosing and resolving advanced technical problems reported by users via phone, email, and chat. You will also be responsible for documenting support cases, escalating issues when necessary, and contributing to the knowledge base with solutions and workarounds. The ideal candidate will possess excellent communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users. A proven track record of problem-solving, a patient and empathetic demeanor, and the ability to manage multiple support requests simultaneously are crucial. We are looking for an individual who thrives in a remote work environment, demonstrates initiative, and is committed to delivering outstanding technical support. This is a fantastic opportunity to join a supportive team and make a tangible difference in customer experience, all from the convenience of your home office. You will be a key player in maintaining customer loyalty and ensuring they derive maximum value from our offerings. The role involves continuous learning about product updates and industry best practices to provide the most effective support.

Responsibilities:

• Provide advanced technical support to customers via phone, email, and chat, resolving complex software and hardware issues.
• Diagnose, troubleshoot, and document technical problems accurately and efficiently.
• Escalate unresolved issues to appropriate internal teams and ensure timely resolution.
• Develop and maintain comprehensive documentation, including FAQs, troubleshooting guides, and knowledge base articles.
• Train and mentor junior support staff on technical issues and best practices.
• Identify recurring technical issues and provide feedback to product development teams for product improvement.
• Manage customer relationships and ensure a high level of customer satisfaction.
• Stay up-to-date with product updates, new features, and industry trends.
• Contribute to the continuous improvement of support processes and workflows.
• Ensure compliance with company policies and service level agreements (SLAs).

Qualifications:

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• Minimum of 4 years of experience in technical support, helpdesk, or a similar customer-facing IT role.
• Proven expertise in troubleshooting operating systems (Windows, macOS, Linux), network connectivity, and common software applications.
• Excellent problem-solving, analytical, and diagnostic skills.
• Strong communication, listening, and interpersonal skills, with the ability to empathize with customers.
• Experience with ticketing systems (e.g., Zendesk, Jira Service Desk) and remote support tools.
• Ability to work independently and manage time effectively in a remote setting.
• Customer-focused mindset with a commitment to providing exceptional service.
• Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional are a plus.
• Experience in a specific industry relevant to the client's products is highly desirable.

Our client is seeking a dynamic and experienced Remote Technical Support Team Lead to manage and motivate a high-performing customer support team. This fully remote position requires a leader with a strong technical aptitude, exceptional communication skills, and a proven ability to resolve complex customer issues efficiently. You will be responsible for ensuring outstanding customer service, driving team performance, and contributing to the continuous improvement of support processes.

Responsibilities:

• Lead, coach, and mentor a remote team of technical support specialists, fostering a positive and productive work environment.
• Manage the daily operations of the technical support function, ensuring timely and effective resolution of customer inquiries and issues.
• Develop and implement strategies to improve customer satisfaction, first-call resolution rates, and overall support efficiency.
• Monitor team performance, analyze support metrics, and provide regular reports to management.
• Identify recurring technical issues and collaborate with product development teams to implement solutions and prevent future problems.
• Develop and maintain comprehensive knowledge base articles and troubleshooting guides for both support staff and customers.
• Ensure adherence to service level agreements (SLAs) and company quality standards.
• Train new team members and conduct ongoing training for existing staff on new products, features, and support procedures.
• Handle escalated customer issues and provide expert troubleshooting assistance.
• Contribute to the strategic planning and continuous improvement of customer support operations.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Minimum of 5 years of experience in technical support or customer service, with at least 2 years in a leadership or supervisory role.
• Proven experience managing remote teams and utilizing remote collaboration tools effectively.
• Strong technical understanding of software applications, hardware, and network troubleshooting.
• Excellent problem-solving, analytical, and diagnostic skills.
• Exceptional communication, interpersonal, and conflict-resolution abilities.
• Experience with helpdesk software and CRM systems (e.g., Zendesk, Salesforce Service Cloud).
• Ability to manage multiple priorities and work under pressure in a fast-paced environment.
• Customer-centric mindset with a passion for delivering exceptional service.
• This role is based in **Malindi, Kilifi, KE**, but operates as a fully remote position, offering the convenience of working from home.

If you are a dedicated and skilled support leader looking for a challenging remote opportunity, we invite you to apply and join our client's growing team.

Our client is looking for a highly skilled Senior Technical Support Engineer to join their globally distributed, remote-first customer service and helpdesk team. This role is pivotal in providing advanced technical assistance and troubleshooting for our cutting-edge cloud-based solutions. You will be the primary point of contact for complex customer issues, requiring deep technical expertise and exceptional problem-solving abilities. Responsibilities include diagnosing and resolving intricate technical problems, escalating issues effectively to engineering teams when necessary, and documenting solutions and best practices. You will also contribute to our knowledge base, create support documentation, and provide training to junior support staff.

The ideal candidate possesses extensive experience with cloud platforms (AWS, Azure, or GCP), including their associated services, networking, and security configurations. Strong troubleshooting skills in areas such as system performance, network connectivity, application errors, and data integrity are crucial. This is a fully remote position, meaning you can work from anywhere, but the services supported are essential for clients in regions such as Malindi, Kilifi, KE . Excellent communication skills, both written and verbal, are paramount, as you will interact with customers from diverse technical backgrounds. A Bachelor's degree in Computer Science, Information Technology, or a related field, along with a minimum of 5 years of experience in technical support or a similar role, is required. Certifications in cloud technologies are a significant advantage. You should be adept at managing multiple priorities in a fast-paced environment and possess a customer-centric mindset. If you are passionate about delivering outstanding technical support and thrive in a remote, collaborative setting, we want to hear from you.

Our client is seeking a highly experienced Senior Field Service Engineer to join our entirely remote technical support team. In this crucial role, you will provide expert-level remote diagnostics, troubleshooting, and guidance for complex industrial equipment and systems. Your primary focus will be on delivering exceptional technical assistance to our clients globally, ensuring minimal downtime and maximum operational efficiency for their installations. The ideal candidate will possess a deep understanding of electromechanical systems, control systems, and various diagnostic tools. You will be responsible for guiding on-site personnel through intricate repair and maintenance procedures via video calls, detailed instructions, and remote access protocols. This position requires outstanding problem-solving abilities, excellent communication skills, and the capacity to remain calm and effective under pressure. You will serve as a primary escalation point for challenging technical issues, leveraging your extensive knowledge base to resolve complex problems efficiently. A key part of your role will involve documenting technical issues and resolutions, contributing to our knowledge base, and identifying trends that may require product improvements or enhanced training materials. You will also train and mentor junior support engineers in a virtual setting. This is a fully remote position, requiring a dedicated home office environment with reliable, high-speed internet connectivity. You must be adept at using remote diagnostic tools, CRM software, and virtual collaboration platforms. Your ability to translate complex technical information into clear, actionable steps for clients and colleagues is paramount.

Responsibilities:

• Provide remote expert-level technical support and troubleshooting for complex industrial equipment.
• Guide on-site technicians through repair and maintenance procedures using video conferencing and detailed instructions.
• Diagnose and resolve hardware, software, and system-level issues.
• Serve as a technical escalation point for challenging customer problems.
• Document all technical issues, solutions, and interactions accurately in the CRM system.
• Contribute to the development of technical documentation, knowledge base articles, and training materials.
• Train and mentor junior field service engineers in remote support techniques.
• Identify recurring issues and provide feedback to R&D and product development teams.
• Maintain high levels of customer satisfaction through effective communication and timely resolution.
• Stay up-to-date with product updates, new technologies, and industry best practices.

Qualifications:

• Associate's or Bachelor's degree in Electronics, Electrical Engineering, Mechanical Engineering, or a related technical field.
• Minimum of 6 years of experience in field service, technical support, or a similar role, with a focus on complex electromechanical systems.
• Proven experience with remote diagnostics and troubleshooting of industrial machinery.
• Strong understanding of electrical, mechanical, and control systems.
• Proficiency with diagnostic tools, multimeters, oscilloscopes, and software diagnostic interfaces.
• Excellent communication, interpersonal, and customer service skills.
• Ability to explain complex technical concepts clearly and concisely.
• Strong analytical and problem-solving capabilities.
• Proficiency in using remote access tools and virtual collaboration software.
• Self-motivated and able to work independently in a remote setting.

Job Description
Position Title: Information Technology Support Specialist br>Reports To: Information Technology Support Senior Specialist
Supervises: None
Division : CWS, Africa
Department: Administration, Information Technology
Team: Nairobi
Job Location: Nairobi, Kenya
Grade Level: Job Grade 6, National
Introduction: Church World Service (CWS) is a not-for-profit, faith-based organization transforming communities around the globe through just and sustainable solutions to hunger, poverty, displacement and disaster. CWS does not discriminate on the basis of race, color, religion, sex, national origin, gender identity, genetic information, age, disability or veteran status in employment or in the provision of services.
Primary Purpose:
This position is primarily responsible for assisting with the daily maintenance of the organization’s computer, network systems, service desk management and assisting individual staff with resolving computer software and hardware problems (staff support). The position requires flexibility, initiative, and confidence in dealing with different types of systems and more importantly, different types of people. < r>Key relationships
Internal to CWS


IT Director,
T Technical Supervisor
Information Technology Manager
Information Technology Support Specialists
Network and Systems Administrators
Country Offices IT staff
HQ IT staff
Other team members in the Administration and Program departments.

External


Vendors and Partners in relation to his/her capabilities

Working Environment


Office environment, Periodic travel to the field as may be required

Core Job Responsibilities:
IT Service Management (45%)


Serve as the first point of contact for clients seeking technical assistance over the phone or through the service desk system.
Perform remote troubleshooting through diagnostic techniques and appropriate questions.
Direct and escalate unresolved issues to the next level of support personnel.
Record events, problems, and resolution in the service desk system while providing updates to the clients.
Provide regular and accurate management reporting on IT Service performance to IT Support Supervisors or IT Manager.
Prepare and set up IT equipment required by teams working in the field.
Provide remote or onsite IT support to teams in the field (this involves travelling to remote field processing locations).
The holder of this position must have an overview of the performance of existing IT systems and propose changes to improve systems efficiency.

Compliance (20%)


Achieves and maintains a thorough knowledge and adherence to established RSC Africa, CWS/IRP, DOS/PRM and USCIS policies and procedures regarding the CWS Africa programs management.
Works with the systems and network administrators in daily systems monitoring, maintenance, troubleshooting and research to provide guidance to the IT Management and to ensure systems availability.

Collaboration /Engagement (30%)


Collaborates with and supports the sub office IT staff with their tasks and various projects.
Working with other IT sub-units’ staff on various projects. < r> W rks with the IT Technical Supervisor analyzing service desk data to make inferences on training and technological needs.
Works with the systems and network administrators in daily systems monitoring, maintenance, troubleshooting and research to provide guidance to the IT Management and to ensure systems availability.
Plans for and delivers IT training to RSC staff in collaboration with the training unit.
Work closely with IT staff from Partner organizations for remote field IT support.
Work with external vendors on the installation, setup, and maintenance of Dedicated Internet Networks (DINs) and networking associated tasks in remote processing locations.
Pass on any feedback or suggestions by customers to the internal escalation team.

Additional Responsibilities (5%)


Performs any other duties as assigned to improve the operations of CWS Africa.
When needed, covers the responsibilities of the other IT Specialists.

Qualifications:
Experience:


A minimum of 5 years of experience in IT.
A minimum of 1 to 2 years' experience in managing and maintaining computer networks, preferably in a Windows-based environment required.

Skills:


The ability to interact with CWS Africa personnel, build strong relationships at all levels and across all business units and organizations, and understand business imperatives.
Ability to effectively manage, organize and prioritize work in a fast-paced environment.
Service-oriented ITSM mentality with ability to provide excellent customer service.
Ability to communicate effectively and professionally orally and in writing with staff across all levels.
Strong knowledge of using and managing IT service desk systems.
Excellent problem-solving skills and willingness to constantly renew required knowledge.
Excellent troubleshooting and problems solving skills in a Windows based environment.
Strong knowledge in Active Directory and Microsoft 365 administration.
Strong knowledge and skills in latest Windows Server setup and administration.
Knowledge and working experience with administration of database systems, especially MS SQL Server.
Strong knowledge of VMWare – virtualization technology. < r> S rong knowledge in data leak, loss, and encryption methods (BitLocker, McAfee or any other).
Strong, up-to-date knowledge of systems security in a large network environment.
Knowledge in networking (LAN, WLAN and VPN), especially with Cisco managed devices (Firewalls, Routers, and switches).
Knowledge of TCP/IP Architecture and OSI Model.
Knowledge and experience of change management.
Proactively finds solutions rather than waiting for answers and self-propelled person that likes to work.

Education & Certifications:


Bachelor’s degree in IT or Computer Science or four (4) years of directly related experience in lieu of a bachelor’s degree is required.
Ind stry IT Certifications (OS, Networking, Systems Administration, Cloud Security and ITIL) desirable



Abilities:


Manage large and diverse workload under pressure with competing priorities;
Maintain the integrity of official records;
Analyze and solve complex problems and make sound decisions;
Work with minimal supervision;
Maintain a high-performance standard with attention to detail;
Work independently and contribute to overall operations of RSC Africa;
Actively participate in the implementation of the U.S. Refugee Admissions Program (USRAP).

Important Requirements:


Strong English communication skills, both written and oral.
Ability to work in a multi-cultural environment required.
Commitment to diversity, equity, and inclusion and willingness to support CWS’ Platform on Racial Justice as a CWS employee required. < r>
Special Requirements:


C VID Vaccination is required for all successful candidates.
The candidate should be in good health, willing and able to travel extensively in often difficult conditions, and have a high degree of flexibility. Must have proof of Yellow Fever vaccination before traveling for RSC Africa.
This position is based in Nairobi in Kenya.
This position requires use of laptops at all time, competence in Microsoft office packages is required.
This position may require travel in sub-Saharan Africa on short notice and under sometimes difficult conditions to meet demands of a dynamic operational program.
Background check which includes references, and an educational and criminal check is required before the start of employment.
A valid passport and the ability to maintain a valid passport throughout the entire appointment is required, which includes having enough passport pages for travel.
(Internationals - International applicants must be legally eligible to work and obtain a work permit in (Kenya) OR A valid U.S. passport and the ability to maintain a valid U.S. passport throughout the entire appointment is required, which includes having enough passport pages for travel.
Environmental: Incumbents in this position will be exposed to excessive noise, marked changes in temperature and/or humidity, dust and infectious diseases, harsh weather climates, long work hours, bumpy roads, extended travel, excessive sun exposure, and non-ventilated spaces.
The US Embassy rates Kenya rates as security level 1; incumbents should exercise normal security precaution.
Full time.
All employees should be prepared to work from the CWS office within their location of hire. Remote work arrangements may vary depending on location and the governing rulings regarding the COVID-19 pandemic.