107 IT Support Specialists jobs in Nairobi

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

• Provide high-level technical support to customers via various channels (phone, email, chat, ticketing system).
• Troubleshoot and resolve complex technical issues related to software, hardware, and network infrastructure.
• Act as an escalation point for junior support staff, providing guidance and mentorship.
• Analyze root causes of recurring issues and recommend long-term solutions.
• Develop and maintain comprehensive technical documentation, FAQs, and knowledge base articles.
• Collaborate with engineering and product development teams to report bugs and suggest product improvements.
• Manage customer relationships, ensuring timely and effective resolution of support requests.
• Contribute to the continuous improvement of support processes and tools.
• Stay updated on product updates, new features, and industry best practices.
• Identify opportunities to proactively assist customers and prevent future issues.
• Participate in on-call rotations as needed.

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Minimum of 5 years of experience in a technical support or helpdesk role, with a significant portion in a senior capacity.
• In-depth knowledge of operating systems (Windows, macOS, Linux), networking protocols, and common software applications.
• Proven ability to troubleshoot and diagnose complex technical problems efficiently.
• Excellent customer service and interpersonal skills, with a patient and empathetic approach.
• Strong written and verbal communication skills, with the ability to articulate technical concepts clearly.
• Experience with ticketing systems (e.g., Zendesk, Jira Service Management) and remote support tools.
• Familiarity with cloud platforms (AWS, Azure) is a plus.
• Ability to work independently and manage time effectively in a remote setting.
• Strong problem-solving skills and a proactive attitude.

• Diagnosing and resolving hardware, software, and network issues for end-users.
• Providing technical support via remote channels (phone, email, chat, ticketing system).
• Documenting technical issues and resolutions in a knowledge base.
• Escalating complex issues to senior technical teams when necessary.
• Guiding users through installation, configuration, and troubleshooting processes.
• Providing proactive support and identifying potential system problems.
• Contributing to the development of support documentation and FAQs.
• Ensuring customer satisfaction through efficient and empathetic problem-solving.
• Maintaining a high level of technical knowledge on company products.
• Participating in team meetings and sharing insights for service improvement.

• Provide advanced technical support to customers via phone, email, and chat.
• Diagnose and resolve complex hardware, software, and network issues.
• Document all customer interactions and resolutions in a ticketing system.
• Create and update technical documentation and knowledge base articles.
• Identify trends in customer issues and provide feedback for product improvement.
• Escalate unresolved issues to appropriate internal teams.
• Train and mentor junior technical support staff.
• Ensure a high level of customer satisfaction.
• Contribute to the continuous improvement of support processes.

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 5 years of experience in technical support or a similar role.
• In-depth knowledge of operating systems (Windows, macOS, Linux) and common software applications.
• Strong troubleshooting skills for hardware, software, and networking issues.
• Excellent written and verbal communication skills.
• Proficiency with remote support tools and ticketing systems (e.g., Zendesk, ServiceNow).
• Ability to work independently and manage priorities effectively in a remote setting.
• Customer-centric mindset with a passion for problem-solving.
• Certifications such as CompTIA A+, Network+, or ITIL are a plus.

• 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 IT role.
• Proven experience troubleshooting and resolving complex software and hardware issues.
• Strong understanding of operating systems, network protocols, and database concepts.
• Excellent communication, interpersonal, and problem-solving skills.
• Experience with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.
• Ability to work independently and manage time effectively in a remote environment.

• Provide advanced technical support and troubleshooting for complex customer issues via phone, email, and chat.
• Diagnose and resolve software, hardware, and network-related problems.
• Escalate unresolved issues to appropriate internal teams and follow up to ensure resolution.
• Document all customer interactions, issues, and resolutions accurately in the ticketing system.
• Develop and maintain comprehensive knowledge base articles and user guides.
• Identify recurring customer issues and provide feedback to product development teams for improvements.
• Train and mentor junior support specialists.
• Contribute to the continuous improvement of support processes and tools.
• Proactively identify opportunities to enhance the customer support experience.
• Manage and prioritize support tickets effectively to meet service level agreements (SLAs).
• Stay up-to-date with product updates and new features.

• Associate's or 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 helpdesk roles.
• Proven expertise in troubleshooting operating systems (Windows, macOS, Linux), common applications, and network connectivity.
• Strong understanding of IT hardware and software troubleshooting methodologies.
• Excellent communication, interpersonal, and customer service skills.
• Ability to explain technical concepts clearly to a diverse audience.
• Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Ability to work independently and manage time effectively in a remote setting.
• Strong problem-solving and analytical abilities.
• Patience and empathy when dealing with customer issues.

• Provide advanced technical support and troubleshooting for complex customer issues via multiple channels (email, chat, phone).
• Diagnose, troubleshoot, and resolve software, hardware, and network-related problems.
• Serve as a point of escalation for challenging technical support cases.
• Document technical solutions and contribute to the creation and maintenance of the knowledge base.
• Collaborate effectively with R&D, product management, and quality assurance teams to resolve bugs and improve product stability.
• Proactively identify customer needs and provide guidance on product utilization and best practices.
• Mentor and train junior technical support staff on complex issues and procedures.
• Maintain accurate and detailed records of customer interactions and support activities in the CRM system.
• Contribute to the continuous improvement of support processes and tools.
• Ensure timely and satisfactory resolution of all assigned support tickets.

• Bachelor's degree in Computer Science, Information Technology, or a related technical field; equivalent practical experience will be considered.
• Minimum of 6 years of experience in a technical support or helpdesk role, with a strong focus on advanced troubleshooting.
• Proven expertise in diagnosing and resolving complex technical issues related to software applications and/or hardware systems.
• Excellent understanding of operating systems, networking concepts, and common IT infrastructure.
• Exceptional communication, interpersonal, and customer service skills.
• Strong analytical and problem-solving abilities, with a methodical approach.
• Ability to work independently and manage time effectively in a fully remote setting.
• Experience with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.
• Familiarity with scripting or basic programming languages is a plus.
• Customer-centric mindset with a passion for resolving issues.