0 IT Support jobs in Kenya

This is Worldline.
Worldline helps businesses of all shapes and sizes to accelerate their growth journey - quickly, simply, and securely. We are the innovators at the heart of the payments technology industry, shaping how the world pays and gets paid. Our technology powers the growth of millions of businesses across 5 continents. And just as we help our customers accelerate their business, we are committed to helping our people accelerate their careers. Together, we shape the evolution.

The O
pportunity
Hybrid role that requires working 3 days a week in the office, situated at Newton Aycliffe, UK. The site has parking and is easily accessible from public transport.
As a Technical Support Analyst at Worldline Rail Operations, you will play a critical role in supporting multiple customers in the rail industry using our range of cutting-edge products. Our technology is specifically designed to address the persistent challenges faced in the day-to-day running of railways, enabling smooth and efficient train services throughout the UK.

As an organized, innovative, and process-driven colleague, you will work alongside your peers to provide top-notch technical support to our customers. If you're looking for an exciting opportunity to apply your technical expertise in a dynamic and challenging environment, then Worldline Rail Operations is the perfect fit for you.

Day-to-Day Responsibilities

• Providing 3rd Line Technical support and assistance to customers.
• Working on the ticketing system Service Now
• Supporting customers remotely, providing functional advice and helping to diagnose system faults.
• Preparing release notes for system releases

• Responding to customer incidents including:

• Investigating and reproducing reported problems

• Updating tickets with progress
• Directly liaising with customers to gain a clearer understanding of problems

• Liaising with colleagues in other teams where necessary

• Provide functional and technical support to external and internal customers within Rail Operations.

• Conducting ad-hoc site visits to customers when required.
• Produce accurate functional specifications for use by Technical Support team and offshore colleagues.
• Ad hoc training to customers' staff on products.

Who Are We Looking For
We look for big thinkers. People who can drive positive change, step up and show what's next – people with passion, can-do attitude and a hunger to learn and grow. In practice this means:

• You are confident when speaking with customers.
• Able to establish a good rapport with a range of business and technical colleagues.
• Able to work independently or as part of a team, depending on the nature of the task in hand.
• Demonstrate a commitment to continuous improvement and self-development.
• Demonstrate a commitment to supporting the principles of Great Place to Work – promoting Trust (in management), Pride (in work) & Respect (for colleagues)
• You are fully computer literate with MS Suite and have a basic understanding of development skills.
• Good problem solving/investigative skills
• Good customer-facing skills, including verbal & written communication skills.
• You are fully computer literate with MS Suite and have a basic understanding of development skills.
• Able to create and run SQL
• Demonstrate adherence to following processes/plans.
• Creation, review & update of documentation .
• Able to create accurate & complete functional specifications from problem records and discussions with customers.

Perks & Benefits
At Worldline you'll get the chance to be at the heart of the global payments technology industry and shape how the world pays and gets paid. On top of that, you will also:

• Have 25 days holiday + bank holidays
• Have employee private medical cover, access to a virtual GP service
• Access to discounts and cash backs on shopping
• Purchase a range of flexible benefits through salary sacrifice
• Have an Income protection @ 67% of base salary for 5 years, subject to Ts & Cs
• Have a Life assurance – 1 x salary if not in a pension scheme, 4 x salary if joins the pension scheme
• Have Pension – the company will match contributions up to 10%

Shape the evolution.
We are pushing towards the next frontiers of payments technology, and we look for big thinkers to join our journey. People with passion, can-do attitude and a hunger to learn and grow. Here you'll work with ambitious colleagues from around the world, take on unique challenges as a team, and make a real impact on the society. And with our empowering culture, strong technology and extensive training opportunities, we help you accelerate your career. Wherever you decide to go. Join our global team of over 18,000 innovators across 40+ countries, and shape a tomorrow that is yours to own.

Learn more about life at Worldline at

We are proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or any applicable legally protected characteristics.

Responsibility:

1、Mainly responsible for technical support of photovoltaic products for villas and microgrids

2、Understanding customer requirements and providing comprehensive pre-sales technical support.

3、Collaborating with the sales team during client negotiations to address technical queries.

4、Clarifying customers' technical issues in the project's early stages, including on-site technical surveys when necessary.

5、Developing and refining pre-sales training materials, and delivering both online and offline technical training to clients.

6、Promptly addressing technical quality issues raised in customer complaints.

7、Resolving queries about product usage, maintenance, and replacement, including on-site support when necessary.

8、Improving post-sales operation and maintenance training materials, and providing related training to customers, both online and offline.

Qualifications:

1、At least 2 years of experience in the photovoltaic industry, preferably with practical experience in household photovoltaic storage systems.

2、Understanding of the operational principles, functions, installation processes, and knowledge of key products like photovoltaic storage systems, inverters, batteries, and brackets.

3、Have experience in technical support for the photovoltaic industry

Company Description

Dechans Enterprises Co., Ltd. is a Kenyan-based renewable energy solutions provider focused on deploying advanced solar technologies to bridge the energy access gap in underserved rural communities. Our core services include the design, installation, and maintenance of off-grid and hybrid solar PV systems, as well as solar water heating solutions and borehole solarization for agricultural applications. In addition to renewable energy services, we supply electrical equipment to government institutions and development agencies, supporting public infrastructure and rural electrification programs. Our products include customized solar kits and 5G-enabled solar-powered security camera systems, and our upcoming AI-powered platform will enhance post-installation service delivery.

Role Description

This is a full-time, on-site role located in Nairobi for a Technical Support Specialist. The Technical Support Specialist will be responsible for providing technical support and troubleshooting assistance to customers, ensuring customer satisfaction is achieved. Daily tasks include diagnosing technical issues, providing timely resolutions, and maintaining a high level of customer support. The role also involves analyzing technical problems and collaborating with the team to develop effective solutions.

Qualifications

• Technical Support and Troubleshooting skills
• Analytical skills for diagnosing and solving technical problems
• Customer Support and ensuring Customer Satisfaction skills
• Excellent communication skills and ability to work in a team
• Experience in renewable energy or related fields is a plus
• Bachelor's degree in Computer Science, Information Technology, Engineering, or related field

• Respond to customer inquiries via phone, email, and chat, diagnosing and resolving technical issues.
• Provide step-by-step guidance to users on product features and functionalities.
• Troubleshoot and resolve hardware and software problems, including network connectivity, operating system issues, and application errors.
• Escalate complex issues to higher-level support teams or engineering when necessary, ensuring clear documentation.
• Maintain a thorough understanding of the client's products and services to provide effective support.
• Document all customer interactions, troubleshooting steps, and resolutions in the support ticketing system.
• Identify recurring issues and provide feedback to the product development team for potential improvements.
• Create and update knowledge base articles and FAQs to empower users and reduce support volume.
• Assist with user account management, including creation, modification, and deletion.
• Contribute to a positive and supportive team environment through collaboration and knowledge sharing.
• Adhere to service level agreements (SLAs) to ensure timely resolution of customer issues.
• Provide feedback on customer support processes and suggest areas for improvement.

• High school diploma or equivalent required; Associate's or Bachelor's degree in IT or a related field is preferred.
• Minimum of 2 years of experience in a technical support or customer service role, preferably in a remote setting.
• Proficiency in troubleshooting common hardware and software issues across various operating systems (Windows, macOS).
• Familiarity with network concepts (TCP/IP, DNS, DHCP) and troubleshooting.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts clearly.
• Strong problem-solving abilities and a customer-centric approach.
• Patience, empathy, and a positive attitude when dealing with customers.
• Ability to work independently, manage time effectively, and prioritize tasks in a remote environment.
• Experience with CRM or ticketing systems (e.g., Zendesk, ServiceNow) is a plus.
• Basic understanding of cloud-based services is desirable.

• Lead and manage a team of technical support representatives.
• Develop and implement efficient customer support processes and procedures.
• Monitor and analyze support ticket volume, resolution times, and customer satisfaction metrics.
• Provide technical expertise and guidance to the support team.
• Train and mentor new support staff.
• Act as a point of escalation for complex customer issues.
• Collaborate with product and engineering teams to resolve bugs and improve product functionality.
• Maintain the knowledge base and ensure its accuracy and completeness.
• Ensure adherence to service level agreements (SLAs).
• Continuously identify opportunities for improvement in support operations.

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience.
• Minimum of 5 years of experience in technical support or customer service, with at least 2 years in a leadership role.
• Strong understanding of IT systems, networks, and common software applications.
• Experience with helpdesk software and ticketing systems (e.g., Zendesk, Jira Service Management).
• Excellent troubleshooting and problem-solving skills.
• Proven leadership and team management abilities.
• Exceptional communication and interpersonal skills.
• Ability to work independently and manage a remote team effectively.