1,093 Technical Aide 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

• Lead, mentor, and manage a team of technical support specialists.
• Oversee the daily workflow and performance of the support department.
• Develop and implement support policies, procedures, and best practices.
• Ensure timely and accurate resolution of customer technical issues.
• Act as an escalation point for complex technical problems.
• Train and onboard new support team members.
• Monitor support queues and key performance indicators (KPIs).
• Analyze support data to identify trends and areas for improvement.
• Collaborate with engineering and product teams on bug fixes and feature requests.
• Contribute to the creation and maintenance of knowledge base articles and documentation.

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 5+ years of experience in technical support, with at least 2 years in a lead or supervisory role.
• Proven experience with customer support ticketing systems (e.g., Zendesk, Jira Service Desk).
• Strong understanding of operating systems, networking concepts, and common software applications.
• Excellent problem-solving, analytical, and troubleshooting skills.
• Exceptional customer service and communication abilities.
• Demonstrated leadership and team management capabilities.
• Ability to work effectively in a hybrid work environment.

• Lead, mentor, and manage a team of remote technical support specialists.
• Oversee daily support operations, including ticket assignment, prioritization, and resolution tracking.
• Ensure that customer inquiries and issues are addressed promptly and professionally, meeting or exceeding SLAs.
• Serve as a primary escalation point for complex technical problems.
• Develop and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides.
• Identify recurring technical issues and collaborate with other departments to implement solutions.
• Monitor support metrics and KPIs, reporting on team performance and areas for improvement.
• Implement and refine support processes and workflows for greater efficiency.
• Conduct regular training sessions for the support team on product updates and best practices.
• Foster a positive and collaborative team environment within the remote setting.
• Gather customer feedback and provide insights to product development and management teams.

• Minimum of 5 years of experience in technical support, with at least 2 years in a leadership or supervisory role.
• Proven experience managing a remote support team.
• In-depth knowledge of troubleshooting methodologies for hardware, software, and network issues.
• Proficiency with helpdesk ticketing systems (e.g., Zendesk, ServiceNow) and CRM software.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to motivate and guide a team effectively.
• Strong understanding of customer service principles.
• Experience in a fast-paced, evolving work environment.
• Bachelor's degree in Information Technology, Computer Science, or a related field is preferred.

• Respond to customer inquiries via phone, email, and chat, providing prompt and accurate technical assistance.
• Diagnose and troubleshoot hardware, software, and network issues for a diverse range of users.
• Guide customers through step-by-step solutions in a clear and concise manner.
• Document all customer interactions, issues, and resolutions in the CRM system.
• Escalate unresolved issues to appropriate teams, such as Tier 2 support or engineering, ensuring thorough documentation.
• Develop and maintain a knowledge base of common issues and solutions, contributing to self-service resources.
• Identify trends in customer issues and provide feedback to product development and quality assurance teams.
• Assist in the testing and deployment of new software updates and patches.
• Proactively identify opportunities to improve the customer support process and user experience.
• Provide basic training to users on product features and best practices.
• Maintain a professional and courteous demeanor at all times, embodying the company's commitment to excellent service.

• Proven experience in a technical support or helpdesk role.
• Strong understanding of operating systems (Windows, macOS), common software applications, and basic networking concepts.
• Excellent problem-solving and analytical skills.
• Exceptional communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
• Proficiency in using helpdesk software and CRM systems.
• Ability to work effectively both independently and as part of a team in a hybrid work environment.
• Customer-centric mindset with a genuine desire to help others.
• Ability to manage multiple support requests simultaneously and prioritize effectively.
• A relevant technical certification (e.g., CompTIA A+, Network+) is a plus.
• Familiarity with our specific product suite (details provided during interview).