15,672 Senior Technicians jobs in Kenya

• Providing high-level technical support to customers via phone, email, and chat, resolving complex issues efficiently and effectively.
• Diagnosing and troubleshooting software and hardware problems, escalating issues to engineering teams when necessary.
• Guiding customers through product setup, installation, and usage.
• Developing and maintaining a knowledge base of common issues and their resolutions.
• Mentoring and training junior customer support representatives, sharing best practices and technical expertise.
• Analyzing customer feedback and support trends to identify opportunities for product and service enhancements.
• Creating and updating technical documentation, FAQs, and user guides.
• Collaborating with product development and engineering teams to address recurring technical challenges.
• Ensuring customer satisfaction by providing timely, accurate, and professional support.
• Participating in on-call rotation for urgent customer issues.

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical field.
• Minimum of 4 years of experience in a customer support or technical support role, with at least 1 year in a lead or senior capacity.
• Proven ability to troubleshoot and resolve complex technical issues across various platforms.
• Strong understanding of (relevant technologies, e.g., operating systems, networking, software applications).
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users.
• Experience with helpdesk ticketing systems (e.g., Zendesk, Jira Service Desk).
• Ability to work independently and manage priorities effectively in a remote setting.
• Problem-solving aptitude and a customer-centric approach.
• Team player with strong leadership potential.

• Minimum of 3-5 years of experience in IT support or a similar technical role.
• Proven experience with remote troubleshooting and support tools.
• Strong knowledge of hardware, software, and network diagnostics.
• Excellent problem-solving and analytical skills.
• Exceptional verbal and written communication skills.
• Ability to work independently and manage multiple priorities.
• Relevant IT certifications (e.g., CompTIA A+, Network+, CCNA) are a plus.

Overview
We are looking for a proactive and skilled DevOps Support Engineer to join our team. The ideal candidate will be responsible for monitoring, troubleshooting, and maintaining application servers, cloud infrastructure, and deployment pipelines. This role involves both L1 and L2 support activities, ensuring the stability and reliability of production systems

Responsibilities
Troubleshoot and resolve issues in application servers and database tables.

Analyze and resolve basic to intermediate-level issues in cloud infrastructure (primarily AWS EC2 and related services) and resolve the oracle database issues.

Manage CI/CD deployments using Jenkins pipelines.

Monitor and manage distributed systems like Hazelcast and Proxy servers.

Respond to and resolve incident tickets using the Remedy ticketing system.

Collaborate with cross-functional teams to ensure smooth deployment and support operations.

Maintain documentation for troubleshooting steps and support SOPs.

Provide proactive monitoring and health checks for systems to ensure high availability and performance.

Requirements
Hands-on experience with Jenkins for automated deployments.

Basic to intermediate knowledge of AWS EC2 and cloud service troubleshooting.

Familiarity with GitHub version control.

Understanding of distributed systems (e.g., Proxy, Hazelcast).

Experience with ITSM tools like Remedy for ticket management and AWS code build, code deploy and Code commit

Strong problem-solving and communication skills.

Ability to handle both L1 (monitoring, first-level diagnosis) and L2 (in-depth issue resolution) support tasks.

• Leading and mentoring a remote team of customer support engineers, fostering a collaborative and high-performance environment.
• Developing and implementing best practices for customer support, including ticket management, escalation procedures, and knowledge base creation.
• Providing Tier 3 technical support for complex software issues, including deep troubleshooting and root cause analysis.
• Collaborating closely with product development and engineering teams to resolve bugs and enhance product functionality based on customer feedback.
• Monitoring support metrics and KPIs to identify trends, areas for improvement, and training needs for the support team.
• Creating and maintaining comprehensive technical documentation, FAQs, and troubleshooting guides for customers and internal teams.
• Developing and delivering training sessions for new support engineers and for customers on product usage and best practices.
• Acting as a liaison between customers and internal teams to ensure clear communication and swift resolution of issues.
• Managing customer escalations and ensuring timely and satisfactory resolution of critical incidents.
• Contributing to the continuous improvement of the product's usability and stability based on support insights.

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
• A minimum of 7 years of experience in technical customer support, preferably in a SaaS environment, with at least 3 years in a lead or management role.
• Proven expertise in troubleshooting complex software issues, databases, and network configurations.
• Strong understanding of software development lifecycle and agile methodologies.
• Excellent analytical, problem-solving, and critical thinking skills.
• Exceptional communication, interpersonal, and leadership abilities, crucial for managing a remote team.
• Experience with CRM and customer support ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Ability to manage multiple priorities and work effectively under pressure.
• A proactive approach to identifying and resolving customer pain points.
• Passion for customer success and delivering outstanding technical support.

• Respond to customer inquiries via phone, email, and live chat.
• Provide accurate and timely information about products and services.
• Troubleshoot and resolve customer issues and complaints.
• Document all customer interactions and resolutions in the CRM system.
• Escalate complex issues to the appropriate internal teams.
• Proactively identify opportunities to improve the customer experience.
• Follow communication guidelines and company policies.
• Maintain a high level of customer satisfaction.
• Assist with customer onboarding and basic setup processes.
• Contribute to the knowledge base with FAQs and troubleshooting guides.

• High school diploma or equivalent; Associate's or Bachelor's degree preferred.
• Previous experience in customer service or a related field is advantageous.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Proficiency in using CRM software and helpdesk platforms.
• Patience, empathy, and a customer-centric approach.
• Ability to multitask and manage time effectively.
• Comfortable working in a fast-paced environment.

• Provide advanced technical support to customers via email, chat, and phone, resolving complex issues efficiently.
• Troubleshoot and diagnose software defects, performance issues, and integration problems.
• Document customer issues, resolutions, and create knowledge base articles.
• Collaborate closely with product management and engineering teams to advocate for customer needs and provide feedback on product improvements.
• Manage escalated customer cases, ensuring timely and satisfactory resolution.
• Develop and deliver training materials for customers and internal support teams.
• Monitor system health and proactively identify potential issues.
• Contribute to the continuous improvement of support processes and tools.
• Maintain a high level of customer satisfaction through effective communication and problem-solving.
• Stay up-to-date with product updates, new features, and industry best practices.

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
• Minimum of 5 years of experience in technical support, customer service, or a related role within the software industry.
• Proven ability to troubleshoot and resolve complex software-related issues.
• Strong understanding of operating systems, networking concepts, and database fundamentals.
• Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Excellent written and verbal communication skills, with the ability to explain technical concepts clearly.
• Strong analytical, problem-solving, and critical-thinking skills.
• Ability to work independently, manage time effectively, and prioritize tasks in a remote environment.
• Customer-centric mindset with a passion for helping users succeed.
• Experience in SaaS support or a related field is highly desirable.

• Respond to customer inquiries via phone, email, chat, and ticketing systems in a timely and professional manner.
• Diagnose and resolve technical issues, product-related questions, and general customer service concerns.
• Provide clear, concise, and accurate information to customers regarding product features, troubleshooting steps, and service policies.
• Escalate complex issues to appropriate internal teams (e.g., Tier 2 support, engineering, product management) when necessary.
• Document customer interactions, issues, and resolutions in the CRM system.
• Develop and maintain a deep understanding of our products and services.
• Assist in the creation and maintenance of customer support documentation, FAQs, and knowledge base articles.
• Train and mentor new and existing customer support representatives, providing guidance on best practices and service standards.
• Monitor team performance metrics and provide feedback to improve efficiency and customer satisfaction.
• Identify trends in customer issues and report them to management to drive product and service improvements.
• Contribute to the development and implementation of support policies and procedures.
• Act as a point of escalation for difficult customer situations.
• Ensure a positive and empathetic customer experience at all times.

• High school diploma or equivalent required; Associate's or Bachelor's degree in a related field is a plus.
• Minimum of 4 years of experience in customer service or technical support, with at least 1 year in a lead or senior role.
• Proven ability to troubleshoot and resolve a wide range of customer issues.
• Excellent communication, active listening, and interpersonal skills.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Strong problem-solving and critical-thinking abilities.
• Ability to work independently and manage time effectively in a remote setting.
• Patience, empathy, and a customer-centric approach.
• Experience in (Specific Industry/Product type, e.g., SaaS, E-commerce, Electronics) is advantageous.
• Ability to quickly learn new products and technologies.

• Provide remote technical support for the installation, configuration, and maintenance of client equipment.
• Guide on-site personnel or clients through troubleshooting steps and repair procedures using remote communication tools.
• Diagnose and resolve complex technical issues related to mechanical, electrical, and software components.
• Develop clear, concise, and step-by-step technical documentation, including guides and manuals.
• Conduct remote training sessions for clients and field technicians on equipment operation and maintenance.
• Collaborate with engineering and product development teams to identify and report product defects or areas for improvement.
• Maintain accurate records of support requests, diagnoses, and resolutions in the CRM/support system.
• Ensure high levels of client satisfaction by providing timely and effective technical assistance.
• Stay updated on product specifications, new features, and maintenance protocols.
• Analyze support trends to identify recurring issues and propose preventive solutions.
• Manage time effectively to handle multiple remote support requests efficiently.
• Liaise with on-site technicians to ensure successful field implementations and repairs.

• Associate's or Bachelor's degree in a relevant technical field (e.g., Engineering Technology, Electronics, Mechanical Engineering) or equivalent practical experience.
• Minimum of 4 years of experience in field service, technical support, or maintenance, with a focus on remote assistance.
• Proven expertise in diagnosing and troubleshooting complex mechanical, electrical, or electronic systems.
• Excellent communication, presentation, and interpersonal skills, with the ability to explain technical concepts to non-technical users remotely.
• Proficiency with remote support software, video conferencing tools, and CRM systems.
• Strong analytical and problem-solving skills.
• Ability to work independently and manage a remote workload effectively.
• Familiarity with reading technical drawings, schematics, and manuals.
• Customer-focused attitude with a commitment to providing high-quality support.
• Experience with specialized industrial equipment or machinery is a significant advantage.
• Certification in relevant technical areas is a plus.