2,233 Technical Services jobs in Kenya

Make an impact with NTT DATA
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it's a place where you can grow, belong and thrive.

Your day at NTT DATA
The Associate Collaboration Technical Services (TS) Systems Integration Specialist is an entry level subject matter expert, responsible for learning the skills to work closely with the TS Systems Integration team to action configurations, installations and attend to break/fix events that are deemed less complex in nature.

This role works towards associate level certification, whilst at the same time developing business knowledge to action configurations, installations and attend to break/fix events that are deemed less complex in nature.

Key responsibilities:

• Develops the ability to start 'owning' portions of an installation, break/fix incidents, and problem management.
• Functions jointly with the CX and Collaboration Implementation Engineering team to meet client requirements.
• May be required to perform periodic telephonic duty on the technical service desk, providing second line telephonic support under guidance to customers.
• Action less complex configurations and installations
• Attend to less complex break/fix events

To thrive in this role, you need to have:
Technical Skills:

• Basic IT Knowledge: A solid understanding of fundamental IT concepts, including hardware, software, networking, and operating systems.
• Problem-Solving Skills: The ability to identify, analyze, and resolve technical issues.
• Learning Agility: A keenness to learn new technologies and adapt to changing technological landscapes.
• Attention to Detail: Meticulous attention to detail to ensure accuracy in tasks and troubleshooting.
• Ability to develop an understanding of fundamental project management and administration processes
• Fast learner and with a curious mindset. Display a strong learning orientation

Soft Skills:

• Communication Skills: Effective verbal and written communication to interact with colleagues, clients, and vendors.
• Teamwork: The ability to collaborate effectively with team members.
• Time Management: Strong time management skills to prioritize tasks and meet deadlines.
• Customer Focus: A commitment to providing excellent customer service.
• Positive Attitude: A positive and hands-on proactive approach to work.
• Problem-Solving: A logical and analytical approach to problem-solving.
• Adaptability: The ability to adapt to change and learn new skills quickly.

Academic qualifications and certifications:

• A Degree in computer science, information technology, or related fields. Specialized training/certifications in new technologies and legacy systems or equivalent is an added advantage

Required experience:

• This is an entry level role, however, some work experience in a technical implementation engineering or similar role in the IT industry is an added advantage.

Workplace type:
Hybrid Working

About NTT DATA
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.

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NTT DATA recruiters will never ask job seekers or candidates for payment or banking information during the recruitment process, for any reason. Please remain vigilant of third parties who may attempt to impersonate NTT DATA recruiters—whether in writing or by phone—in order to deceptively obtain personal data or money from you. All email communications from an NTT DATA recruiter will come from an

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contact us
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• Provide advanced technical support and troubleshooting for customer inquiries.
• Diagnose and resolve complex technical issues related to software, hardware, or services.
• Guide customers through step-by-step solutions via phone, email, and chat support.
• Act as an escalation point for difficult customer problems, ensuring timely resolution.
• Maintain detailed records of customer interactions and issue resolutions in the CRM system.
• Contribute to the creation and maintenance of support documentation, FAQs, and knowledge base articles.
• Identify recurring technical issues and provide feedback to product development teams.
• Ensure a high level of customer satisfaction through professional and empathetic service.
• Stay up-to-date with product updates and technical advancements.
• Collaborate effectively with team members and other departments to resolve customer issues.

• High school diploma or equivalent; a Bachelor's degree in a technical field is a plus.
• Minimum of 4 years of experience in technical customer support or a related role.
• Proven ability to troubleshoot and resolve complex technical issues.
• Excellent understanding of common operating systems, software applications, and hardware.
• Strong communication, active listening, and interpersonal skills.
• Proficiency with CRM software and helpdesk ticketing systems.
• Ability to explain technical information clearly and concisely.
• Self-motivated, organized, and able to manage time effectively in a remote setting.
• Customer-focused attitude and a passion for helping others.
• Experience in a remote work environment is preferred.

• Lead and mentor a team of customer support representatives.
• Oversee daily operations of the customer support department.
• Ensure timely and effective resolution of customer inquiries and technical issues.
• Train and onboard new support agents, providing ongoing coaching.
• Monitor team performance and conduct regular performance reviews.
• Set and track key performance indicators (KPIs) and service level agreements (SLAs).
• Handle escalated customer complaints and complex technical issues.
• Collaborate with other departments to improve customer experience.
• Develop and implement customer support best practices and procedures.
• Maintain a positive and customer-focused team environment.

• Bachelor's degree in Business Administration, IT, or a related field.
• Minimum of 4 years of experience in customer support, with at least 2 years in a supervisory or team lead role.
• Proven experience in technical troubleshooting and problem-solving.
• Strong understanding of customer service principles and best practices.
• Excellent leadership, coaching, and team management skills.
• Exceptional communication, interpersonal, and conflict-resolution abilities.
• Proficiency in customer support software and ticketing systems.
• Ability to work under pressure and manage multiple priorities.
• Strong organizational and time management skills.
• Commitment to providing outstanding customer service.

• Providing advanced technical support for cloud-based software and infrastructure.
• Diagnosing and resolving complex hardware, software, and network issues reported by customers.
• Acting as a technical escalation point for junior support staff and other teams.
• Analyzing system logs, performance metrics, and error reports to identify underlying problems.
• Developing and maintaining comprehensive technical documentation, including knowledge base articles and troubleshooting guides.
• Collaborating with engineering teams to identify product defects and advocate for improvements.
• Assisting with system installations, configurations, and upgrades as needed.
• Providing training and mentorship to other technical support team members.
• Communicating effectively with customers, providing clear explanations and updates on issue resolution.
• Ensuring all support activities are logged accurately and efficiently in the ticketing system.