316 IT Support jobs in Kenya
Technical Support Specialist
40100 Kisumu
KES50000 month
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Posted 1 day ago
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Job Description
Our client is looking for a skilled Technical Support Specialist to join their customer service team. This role requires a proactive individual who can diagnose and resolve technical issues for clients across various platforms. You will be responsible for providing timely and effective support through multiple channels, including phone, email, and chat. The ideal candidate will have a strong understanding of IT systems, troubleshooting techniques, and excellent communication skills. This position offers a hybrid work model, allowing for a blend of remote work and in-office collaboration, providing flexibility while maintaining team cohesion.
Key Responsibilities:
Qualifications:
This role is perfect for an individual who enjoys solving technical puzzles and helping people, with the added benefit of a flexible hybrid work arrangement. Join a supportive team and contribute to exceptional customer experiences.
Key Responsibilities:
- Respond to customer inquiries and technical issues via phone, email, and chat in a timely and professional manner.
- Diagnose and troubleshoot hardware, software, and network problems.
- Guide customers through step-by-step solutions to technical issues.
- Escalate complex issues to appropriate internal teams or senior support staff.
- Document all support requests, troubleshooting steps, and resolutions in the ticketing system.
- Create and maintain technical documentation, FAQs, and knowledge base articles.
- Assist in the installation and configuration of software and hardware.
- Provide feedback to the development team on recurring issues and product improvements.
- Ensure high levels of customer satisfaction by providing excellent support.
- Stay up-to-date with product updates and new technologies.
Qualifications:
- Proven experience as a Technical Support Specialist or in a similar IT support role.
- Excellent knowledge of computer hardware, software, operating systems (Windows, macOS), and common applications.
- Familiarity with network troubleshooting (TCP/IP, DNS, DHCP).
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
- Experience with helpdesk ticketing systems (e.g., Zendesk, Jira Service Desk).
- Ability to multitask and manage time effectively in a fast-paced environment.
- Associate's degree in IT, Computer Science, or a related field, or equivalent experience.
- Certification like CompTIA A+ or similar is a plus.
- A customer-centric approach with a dedication to resolving issues efficiently.
This role is perfect for an individual who enjoys solving technical puzzles and helping people, with the added benefit of a flexible hybrid work arrangement. Join a supportive team and contribute to exceptional customer experiences.
This advertiser has chosen not to accept applicants from your region.
0
Technical Support Specialist
30400 Kipreres
KES70000 month
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Posted 1 day ago
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Job Description
Join our global support team as a Technical Support Specialist, a fully remote position designed for individuals passionate about technology and providing exceptional assistance. You will be the first point of contact for customers experiencing technical difficulties with our software and hardware products. Your primary goal will be to diagnose, troubleshoot, and resolve complex technical issues efficiently and effectively. This role demands a deep understanding of our product suite, excellent communication skills, and the ability to guide customers through intricate technical processes. Responsibilities include responding to customer inquiries via multiple channels (email, chat, phone), documenting issues and solutions in our knowledge base, and escalating unresolved problems to higher support tiers. You will actively participate in training sessions to stay updated on product advancements and best practices in technical support. We are seeking candidates who are proactive, detail-oriented, and possess strong analytical and problem-solving abilities. Previous experience in a technical support role, with a focus on software troubleshooting and customer service, is essential. A solid understanding of operating systems, networking concepts, and common software applications is required. This is a remote-first role, allowing you to contribute from the comfort of your home office. If you are a tech-savvy individual with a commitment to customer satisfaction and a desire to work in a collaborative, remote environment, we encourage you to apply. Be part of a team that empowers users through expert technical assistance.
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1
Remote Technical Support Specialist
90101 Mumbuni
KES65000 Annually
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Posted today
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Job Description
Our client is looking for a dedicated and knowledgeable Remote Technical Support Specialist to provide exceptional assistance to their customers. This fully remote position requires you to be a primary point of contact for users experiencing technical difficulties with our client's products and services. You will diagnose and troubleshoot hardware, software, and network issues, guiding users through step-by-step solutions via phone, email, and chat. The role involves meticulously documenting all support interactions, tracking issues, and escalating complex problems to higher-level support teams when necessary. Maintaining a high level of customer satisfaction is paramount. The ideal candidate will possess strong analytical and problem-solving skills, patience, and empathy when dealing with users. Proficiency in common operating systems (Windows, macOS, Linux) and a solid understanding of network protocols are essential. Experience with remote desktop tools and ticketing systems is a must. This is a remote-first opportunity, offering the flexibility to work from your chosen location. You will be instrumental in ensuring our client's customers receive prompt and effective technical support. Responsibilities include providing first-level technical support, resolving common user issues, educating users on product features and functionalities, creating and updating knowledge base articles, and participating in team meetings to share insights and best practices. A commitment to continuous learning and staying updated on new technologies is crucial. If you are passionate about technology and helping others, this role is for you.
This advertiser has chosen not to accept applicants from your region.
2
Virtual Technical Support Specialist
20100 Mwembe
KES50000 month
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Posted today
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Job Description
Our client is seeking a skilled and customer-oriented Virtual Technical Support Specialist to provide remote assistance to users encountering technical issues. This fully remote position requires strong diagnostic and problem-solving abilities, coupled with excellent communication skills. You will be responsible for troubleshooting hardware, software, and network problems, guiding users through step-by-step solutions, and escalating complex issues to higher-level support teams when necessary. Key duties include responding to support requests via phone, email, and chat, documenting all interactions and resolutions, and maintaining a high level of customer satisfaction. You will need to possess a deep understanding of common operating systems, applications, and IT infrastructure. The ability to explain technical concepts in a clear and concise manner to users with varying levels of technical expertise is crucial. This role demands a patient, empathetic, and resourceful individual who thrives in a remote work environment. Proficiency with remote desktop support tools and ticketing systems is essential. You will be expected to stay updated on product knowledge and support best practices. We are looking for someone who is proactive in identifying recurring issues and suggesting improvements to knowledge base articles or support processes. Your contributions will be vital in ensuring seamless user experiences and minimizing downtime for our client's customers. A bachelor's degree or equivalent experience in Information Technology, Computer Science, or a related field, along with prior experience in technical support, is highly preferred. Strong analytical skills and the ability to work independently and as part of a remote team are key requirements for success in this role. This is an excellent opportunity to leverage your technical expertise to help others and grow your career in a dynamic industry.
This advertiser has chosen not to accept applicants from your region.
3
Senior Technical Support Engineer
40100 Kisumu
KES110000 Annually
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Posted today
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Job Description
Our client is looking for a skilled and customer-focused Senior Technical Support Engineer to provide exceptional support to their diverse clientele. This fully remote position is essential for troubleshooting complex technical issues and ensuring client satisfaction. You will be responsible for diagnosing and resolving hardware and software problems, providing timely and effective solutions, and escalating issues to higher technical teams when necessary. The ideal candidate will possess in-depth knowledge of our client's products and services, coupled with strong analytical and problem-solving skills. You will interact directly with customers via phone, email, and chat, guiding them through troubleshooting steps and offering clear, concise explanations. Experience with remote support tools, ticketing systems, and customer relationship management (CRM) software is crucial. You will also contribute to building the company's knowledge base by creating support articles, FAQs, and troubleshooting guides. This role requires excellent communication and interpersonal skills, patience, and a genuine desire to help customers succeed. You will work collaboratively with engineering and product teams to identify recurring issues and provide feedback for product improvement.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Provide Tier 2 and Tier 3 technical support to customers remotely.
- Diagnose and resolve complex hardware, software, and network issues.
- Respond to customer inquiries and support requests in a timely manner.
- Document all support interactions and resolutions in the ticketing system.
- Create and update technical documentation, including user guides and knowledge base articles.
- Escalate unresolved issues to appropriate engineering teams.
- Identify trends in customer issues and provide feedback for product enhancements.
- Train and mentor junior support staff.
- Maintain a high level of customer satisfaction.
- Troubleshoot and resolve issues related to operating systems, applications, and network connectivity.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Minimum of 4 years of experience in technical support or a similar customer-facing role.
- Strong knowledge of operating systems (Windows, macOS, Linux) and common software applications.
- Experience with networking concepts (TCP/IP, DNS, DHCP).
- Proficiency in using remote support tools and ticketing systems (e.g., Zendesk, Jira).
- Excellent troubleshooting and problem-solving abilities.
- Outstanding communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
- Patience, empathy, and a customer-centric approach.
- Ability to work independently in a remote environment.
This advertiser has chosen not to accept applicants from your region.
4
Senior Technical Support Specialist
01000 Witeithie
KES95000 Annually
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Posted today
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Job Description
Our client is seeking an experienced Senior Technical Support Specialist to provide exceptional remote support to our diverse customer base. This is a fully remote role, perfect for individuals who thrive in a flexible work environment. You will be responsible for troubleshooting complex technical issues, providing timely resolutions, and ensuring customer satisfaction. Your role will involve diagnosing hardware and software problems, guiding users through step-by-step solutions, and escalating unresolved issues to appropriate internal teams. You will also contribute to the knowledge base by documenting solutions and creating helpful guides for customers and support staff. This position requires a deep understanding of our product suite, excellent problem-solving skills, and the ability to communicate technical information clearly and concisely. You will be expected to handle a high volume of inquiries via multiple channels, including email, chat, and phone. The ideal candidate is patient, empathetic, and possesses a strong commitment to customer service excellence. You will also participate in training sessions for new support staff and contribute to improving support processes. This is a fantastic opportunity to leverage your technical expertise and customer service skills in a remote capacity.Location: Thika, Kiambu, KE
Key Responsibilities:
Key Responsibilities:
- Provide advanced technical support and troubleshooting for hardware and software issues.
- Respond to customer inquiries promptly and professionally via various communication channels.
- Diagnose and resolve complex technical problems, escalating when necessary.
- Document support interactions, resolutions, and create knowledge base articles.
- Guide customers through product features and functionalities.
- Identify recurring technical issues and provide feedback to product development teams.
- Assist in training and mentoring junior support staff.
- Contribute to the continuous improvement of customer support processes and tools.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Proven experience as a Technical Support Specialist or in a similar customer-facing IT role.
- Strong knowledge of operating systems, network troubleshooting, and common software applications.
- Excellent analytical and problem-solving skills.
- Exceptional customer service and communication skills, with the ability to explain technical concepts to non-technical users.
- Experience working in a remote support environment is highly preferred.
- Ability to work independently and manage time effectively.
This advertiser has chosen not to accept applicants from your region.
5
Remote Technical Support Specialist
20200 Kapsuser
KES70000 month
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Posted today
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Job Description
Our client is seeking a highly skilled and motivated Remote Technical Support Specialist to join their expanding IT department. This is a fully remote position, providing essential technical assistance to internal users and external clients across a range of hardware and software issues. We are looking for individuals with a strong understanding of IT systems, excellent troubleshooting capabilities, and a commitment to delivering outstanding support in a virtual environment. The ideal candidate possesses a patient demeanor, clear communication skills, and the ability to guide users through complex technical processes remotely.
As a Remote Technical Support Specialist, you will be responsible for diagnosing and resolving technical hardware and software issues, responding to support tickets, and providing end-user assistance. This includes troubleshooting network problems, installing and configuring software, managing user accounts, and performing system updates. You will leverage remote access tools and maintain detailed records of support requests and their resolutions. Collaboration with other IT team members to identify and implement solutions for recurring technical challenges will be a key aspect of the role. Our client invests in continuous learning and provides access to the latest tools and resources to ensure our team stays at the forefront of technology.
Key Responsibilities:
As a Remote Technical Support Specialist, you will be responsible for diagnosing and resolving technical hardware and software issues, responding to support tickets, and providing end-user assistance. This includes troubleshooting network problems, installing and configuring software, managing user accounts, and performing system updates. You will leverage remote access tools and maintain detailed records of support requests and their resolutions. Collaboration with other IT team members to identify and implement solutions for recurring technical challenges will be a key aspect of the role. Our client invests in continuous learning and provides access to the latest tools and resources to ensure our team stays at the forefront of technology.
Key Responsibilities:
- Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
- Respond to requests for technical assistance via phone, email, chat, or remote desktop sessions.
- Diagnose and resolve technical hardware and software problems, ensuring timely resolution.
- Install, configure, and update software applications and operating systems.
- Manage user accounts, permissions, and access rights.
- Troubleshoot network connectivity issues and provide basic network support.
- Escalate unresolved issues to the appropriate internal teams or vendors.
- Maintain accurate logs of all support requests, actions taken, and resolutions in the ticketing system.
- Identify and suggest potential improvements to IT systems and processes.
- Document technical solutions and create user guides for common issues.
- Proven experience as a Technical Support Specialist or in a similar IT support role.
- In-depth knowledge of computer hardware, software, operating systems (Windows, macOS), and networks.
- Proficiency with remote desktop support tools and ticketing systems (e.g., Zendesk, Jira Service Desk).
- Excellent troubleshooting and problem-solving skills with a methodical approach.
- Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
- Ability to work independently and manage workload effectively in a remote setting.
- Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator Associate are a plus.
- Must have a reliable internet connection, a personal computer meeting company specifications, and a dedicated quiet workspace.
This advertiser has chosen not to accept applicants from your region.
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6
Senior Technical Support Specialist
40100 Kisumu
KES100000 month
WhatJobs
Posted today
Job Viewed
Job Description
Our client, a rapidly growing technology solutions provider, is seeking a highly skilled and customer-focused Senior Technical Support Specialist to join their dedicated, fully remote customer service team. This role is essential for providing advanced technical assistance and ensuring exceptional support experiences for our client’s diverse customer base. You will be responsible for diagnosing and resolving complex technical issues across various hardware, software, and network environments. Key duties include managing support tickets efficiently, providing detailed technical guidance via phone, email, and chat, escalating unresolved issues to higher-level support teams, and contributing to the knowledge base with comprehensive solutions. The ideal candidate will have a strong technical aptitude, with at least 5 years of experience in technical support, helpdesk operations, or a similar customer-facing IT role. In-depth knowledge of operating systems (Windows, macOS, Linux), networking concepts (TCP/IP, DNS, VPN), and common software applications is required. Experience with CRM and ticketing systems (e.g., Zendesk, ServiceNow) is essential. Certifications such as CompTIA A+, Network+, or Microsoft certifications are a significant advantage. You must possess outstanding problem-solving skills, patience, empathy, and the ability to explain technical concepts clearly to non-technical users. Excellent communication and interpersonal skills are paramount for effectively engaging with customers in a remote setting. This role demands a proactive attitude, the ability to manage time effectively, and a commitment to delivering top-tier customer satisfaction. Join our client in providing world-class technical support from the comfort of your home office.
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7
Remote Technical Support Lead
00100 Abothuguchi West
KES100000 Annually
WhatJobs
Posted today
Job Viewed
Job Description
Our client is seeking a skilled and motivated Remote Technical Support Lead to manage and guide their customer support team. This position is fully remote, allowing you to contribute to exceptional customer service from anywhere. You will be responsible for overseeing the day-to-day operations of the technical support department, ensuring timely and effective resolution of customer issues. Your duties will include managing support ticket queues, providing advanced technical assistance, training and mentoring support staff, and developing knowledge base articles and troubleshooting guides. You will also analyze support metrics to identify trends, improve processes, and enhance customer satisfaction. The ideal candidate will possess a strong technical aptitude, excellent problem-solving skills, and proven leadership experience in a customer support environment. A deep understanding of IT systems, software applications, and troubleshooting methodologies is crucial. You will need to be adept at managing a remote team, fostering a collaborative and high-performing work environment. Strong communication skills are essential for interacting with customers and internal teams. This role requires a proactive individual who can identify recurring issues and implement preventative solutions, ensuring a consistently positive customer experience. You will be the primary point of escalation for complex technical challenges.
Key Responsibilities:
Key Responsibilities:
- Lead and manage a team of remote technical support specialists.
- Oversee the handling of customer inquiries and technical issues via phone, email, and chat.
- Provide Tier 2 and Tier 3 technical support and troubleshoot complex issues.
- Develop and maintain a comprehensive knowledge base and troubleshooting guides.
- Train and mentor junior support staff, fostering skill development and knowledge sharing.
- Monitor support ticket volume, resolution times, and customer satisfaction metrics.
- Identify trends in customer issues and implement proactive solutions.
- Collaborate with engineering and product teams to resolve bugs and improve product functionality.
- Develop and implement policies and procedures for the technical support department.
- Ensure adherence to service level agreements (SLAs) and customer satisfaction goals.
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Minimum of 4 years of experience in technical support, with at least 2 years in a lead or supervisory role.
- Proven experience in troubleshooting and resolving a wide range of technical issues.
- Strong knowledge of operating systems, network configurations, and common software applications.
- Excellent leadership, communication, and interpersonal skills.
- Ability to manage and motivate remote teams effectively.
- Experience with helpdesk ticketing systems (e.g., Zendesk, ServiceNow).
- Proficiency in documenting technical solutions and creating knowledge base content.
- Strong analytical and problem-solving abilities.
- A customer-centric approach and a passion for providing excellent service.
This advertiser has chosen not to accept applicants from your region.
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