803 Technical Support Engineer jobs in Kenya
Technical Support Engineer
01001 Makongeni
KES60000 Annually
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Our client is seeking a skilled and customer-focused Technical Support Engineer to join their growing team. This is a fully remote position, providing essential technical assistance and troubleshooting for our clients' software products. The ideal candidate will have a strong technical background, excellent problem-solving abilities, and a passion for delivering outstanding customer service. You will be the first point of contact for clients experiencing technical difficulties, ensuring their issues are resolved efficiently and effectively.
Key responsibilities include:
Key responsibilities include:
- Providing timely and accurate technical support to customers via phone, email, and chat.
- Diagnosing and resolving software and hardware issues.
- Guiding users through step-by-step solutions to complex technical problems.
- Escalating unresolved issues to the appropriate internal teams, such as development or engineering.
- Documenting technical issues, solutions, and customer interactions in a support ticketing system.
- Creating and maintaining technical documentation, FAQs, and knowledge base articles.
- Identifying recurring technical issues and suggesting product improvements to the development team.
- Assisting with the installation, configuration, and deployment of software products.
- Proactively monitoring systems and responding to alerts.
- Gathering customer feedback to improve the overall customer experience.
- Bachelor's degree in Computer Science, Information Technology, or a related technical field.
- Minimum of 2 years of experience in technical support or a similar customer-facing IT role.
- Proficiency in troubleshooting operating systems (Windows, macOS, Linux) and common software applications.
- Familiarity with networking concepts (TCP/IP, DNS, VPN).
- Experience with ticketing systems (e.g., Zendesk, Jira Service Desk).
- Excellent communication, interpersonal, and active listening skills.
- Strong problem-solving and analytical abilities.
- Ability to explain technical concepts to non-technical users.
- Customer-focused mindset with a commitment to providing exceptional service.
- Ability to work independently and manage time effectively in a remote environment.
- Knowledge of cloud computing platforms (AWS, Azure) is a plus.
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0
Technical Support Engineer
20200 Kapsuser
KES70000 month
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Our client is looking for a dedicated and technically proficient Technical Support Engineer to join their growing team. This role is primarily based in Kericho, but offers a hybrid work model, allowing for a blend of in-office and remote work days. You will be responsible for providing advanced technical assistance to customers, diagnosing and resolving hardware and software issues, and ensuring customer satisfaction. Your duties will include responding to escalated support tickets, conducting remote troubleshooting sessions, and collaborating with engineering teams to identify root causes of problems. You will also be involved in creating and maintaining technical documentation, user guides, and knowledge base articles. The ideal candidate will have a strong background in IT support, excellent problem-solving skills, and a deep understanding of networking, operating systems, and common software applications. Familiarity with ticketing systems and remote support tools is essential. A bachelor's degree in Computer Science, Information Technology, or a related field, along with relevant certifications (e.g., CompTIA A+, Network+), is highly desirable. You should possess excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users. This role offers a fantastic opportunity to grow your technical expertise and contribute to a client-focused organization. We are committed to fostering a supportive work environment that balances productivity with employee well-being.
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1
Technical Support Engineer
00101 Njiru Village
KES80000 month
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Our client, a leading provider of IT solutions, is seeking a proactive and skilled Technical Support Engineer to join their dynamic team. This role offers a hybrid work model, allowing for a balance between remote work and occasional on-site collaboration. You will be responsible for providing advanced technical support to clients, diagnosing and resolving complex hardware, software, and network issues. Your primary objective is to ensure client satisfaction by delivering timely and effective technical assistance. Key responsibilities include troubleshooting system and application problems, installing and configuring hardware and software, managing IT infrastructure, and creating technical documentation and user guides. You will also be involved in training clients on new systems and providing ongoing support. This position requires a deep understanding of operating systems (Windows, macOS, Linux), networking protocols, and common IT hardware. Experience with cloud platforms (AWS, Azure) and virtualisation technologies is highly desirable. Excellent problem-solving abilities, strong communication skills, and the capacity to work under pressure are essential. You should be adept at working both independently and as part of a team. A Bachelor's degree in Computer Science, Information Technology, or a related field, along with relevant certifications (e.g., CompTIA A+, Network+, CCNA), is preferred. This is an excellent opportunity to grow your technical expertise and career in a company that values innovation and employee development. You will have the chance to work on diverse projects and collaborate with a talented group of professionals. The hybrid nature of this role means you will spend some days working remotely and others at our client's facilities near **Ongata Rongai, Kajiado, KE**, providing a flexible and engaging work environment.
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2
Remote Technical Support Engineer
10100 Nyeri Town
KES150000 Annually
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Our client, a rapidly growing SaaS provider, is seeking a highly skilled and customer-focused Remote Technical Support Engineer to provide exceptional support to their global user base. This is a fully remote opportunity, ideal for individuals who thrive in a virtual team environment and are passionate about resolving technical challenges. You will be part of a dynamic, remote-first culture that emphasizes innovation and user satisfaction.
Responsibilities:
Responsibilities:
- Provide first-line technical support to customers via remote channels, including email, live chat, and phone.
- Diagnose and resolve technical issues related to the company's software products.
- Troubleshoot complex software and hardware problems, escalating to senior engineers when necessary.
- Guide customers through step-by-step solutions for software installation, configuration, and usage.
- Maintain accurate and detailed records of customer interactions and resolutions in the ticketing system.
- Create and update technical documentation, knowledge base articles, and FAQs to empower users.
- Identify recurring technical issues and provide feedback to the product development team for system improvements.
- Proactively monitor system performance and identify potential issues before they impact users.
- Assist with user training and onboarding processes, demonstrating product features and best practices.
- Collaborate with cross-functional teams to ensure seamless customer experience.
- Contribute to a positive and supportive remote team culture.
- Ensure customer satisfaction by providing timely and effective technical assistance.
- Follow established support processes and procedures to maintain service quality.
- Analyze support trends to identify areas for process optimization and customer education.
- Stay updated with product updates and new features to provide accurate support.
- Proven experience in a technical support or helpdesk role.
- Strong understanding of operating systems (Windows, macOS, Linux).
- Proficiency in troubleshooting common software and hardware issues.
- Excellent communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users.
- Experience with remote support tools and ticketing systems (e.g., Zendesk, Jira Service Desk).
- Ability to work independently and manage time effectively in a remote setting.
- Customer-centric mindset with a passion for problem-solving.
- Familiarity with cloud-based applications and services is a plus.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Strong analytical and diagnostic skills.
- Ability to remain calm and professional under pressure.
- Eagerness to learn and adapt to new technologies.
- Commitment to providing excellent customer service.
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3
Senior Technical Support Engineer
00100 Abothuguchi West
KES3500000 Annually
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Our client is seeking a highly skilled Senior Technical Support Engineer to provide exceptional support to their global customer base. This role is fully remote, enabling you to assist users from the comfort of your home office. You will be the primary point of contact for complex technical issues, guiding customers through troubleshooting processes and ensuring timely resolution. Key responsibilities include diagnosing and resolving software and hardware problems, documenting solutions, and escalating unresolved issues to the appropriate teams. You will also contribute to building and maintaining a comprehensive knowledge base, creating tutorials, and participating in product feedback sessions to improve user experience. The ideal candidate will possess advanced technical troubleshooting skills, a deep understanding of IT systems, and a passion for customer service. Experience with ticketing systems and remote support tools is essential. We are looking for an individual who can effectively communicate technical information to both technical and non-technical users. This is an excellent opportunity to leverage your expertise and make a tangible difference in customer satisfaction within a supportive, remote team environment.
Responsibilities:
Qualifications:
Responsibilities:
- Provide advanced technical support to customers via phone, email, and chat.
- Diagnose and resolve complex hardware, software, and network issues.
- Document all support interactions, solutions, and technical procedures.
- Escalate critical issues to development or engineering teams as needed.
- Develop and maintain technical documentation, FAQs, and knowledge base articles.
- Assist in training junior support staff and sharing best practices.
- Identify trends in customer issues and provide feedback for product improvements.
- Manage customer expectations and ensure high levels of customer satisfaction.
- Troubleshoot and resolve issues using remote access tools.
Qualifications:
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- Minimum of 4 years of experience in technical support or IT helpdesk roles.
- Proven expertise in troubleshooting operating systems (Windows, macOS, Linux), software applications, and hardware.
- Familiarity with networking concepts (TCP/IP, DNS, VPN).
- Experience with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.
- Excellent analytical and problem-solving skills.
- Strong written and verbal communication skills, with the ability to explain technical concepts clearly.
- Customer-focused mindset with a passion for helping others.
- Ability to work independently and manage time effectively in a remote setting.
This advertiser has chosen not to accept applicants from your region.
4
Senior Technical Support Engineer
60100 Embu, Eastern
KES58000 month
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Job Description
Our client seeks a highly skilled Senior Technical Support Engineer to join their remote technical services team. This role is essential for providing advanced troubleshooting and support for complex technical issues faced by clients. You will be responsible for diagnosing hardware and software problems, developing effective solutions, and ensuring the timely resolution of customer tickets. This requires a deep understanding of IT systems, networks, and various software applications. The ideal candidate will have a proven track record in providing technical support, preferably in a customer-facing capacity. Excellent problem-solving, analytical, and communication skills are paramount. You will document solutions, create knowledge base articles, and provide guidance to junior support staff. Experience with remote support tools, ticketing systems, and remote diagnostic utilities is a must. The ability to work independently, manage multiple priorities, and maintain a high level of customer satisfaction in a remote environment is crucial. You will collaborate with engineering and product development teams to identify and resolve root causes of recurring issues. This is a fantastic opportunity for a technically adept professional to contribute their expertise and support clients remotely, with a focus on technical infrastructure in **Embu, Embu, KE**.
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5
Remote Technical Support Engineer
80200 Nairobi, Nairobi
KES85000 Annually
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Job Description
Our client is seeking a highly skilled and customer-focused Remote Technical Support Engineer to provide expert assistance to their clientele. This fully remote position is crucial for ensuring client satisfaction by resolving technical issues efficiently and effectively. You will be responsible for troubleshooting hardware and software problems, diagnosing complex technical challenges, and guiding users through step-by-step solutions via phone, email, and live chat.
Key responsibilities include managing support tickets, documenting technical issues and resolutions, and escalating critical problems to higher-level support teams when necessary. You will also contribute to the knowledge base by creating clear and concise technical articles and FAQs. A strong understanding of network protocols, operating systems (Windows, macOS, Linux), and common software applications is essential. Experience with CRM software and remote desktop support tools is required. The ideal candidate will possess excellent analytical and problem-solving skills, with a knack for explaining technical concepts in an understandable manner.
Requirements include a Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience. A minimum of 3 years of experience in a technical support or helpdesk role is expected. Certifications such as CompTIA A+, Network+, or CCNA are advantageous. Outstanding communication, active listening, and interpersonal skills are vital for providing exceptional customer service in a remote setting. You must be self-motivated, able to work independently, and manage your time effectively to meet service level agreements. This role offers a fantastic opportunity to leverage your technical expertise and passion for problem-solving to support a global customer base, all from the convenience and flexibility of your remote workstation.
Key responsibilities include managing support tickets, documenting technical issues and resolutions, and escalating critical problems to higher-level support teams when necessary. You will also contribute to the knowledge base by creating clear and concise technical articles and FAQs. A strong understanding of network protocols, operating systems (Windows, macOS, Linux), and common software applications is essential. Experience with CRM software and remote desktop support tools is required. The ideal candidate will possess excellent analytical and problem-solving skills, with a knack for explaining technical concepts in an understandable manner.
Requirements include a Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience. A minimum of 3 years of experience in a technical support or helpdesk role is expected. Certifications such as CompTIA A+, Network+, or CCNA are advantageous. Outstanding communication, active listening, and interpersonal skills are vital for providing exceptional customer service in a remote setting. You must be self-motivated, able to work independently, and manage your time effectively to meet service level agreements. This role offers a fantastic opportunity to leverage your technical expertise and passion for problem-solving to support a global customer base, all from the convenience and flexibility of your remote workstation.
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6
Senior Technical Support Engineer
01001 Abothuguchi West
KES80000 month
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Job Description
Our client is looking for a highly skilled and motivated Senior Technical Support Engineer to provide exceptional remote support to our global customer base. As a fully remote member of our Customer Service & Helpdesk team, you will be instrumental in resolving complex technical issues and ensuring customer satisfaction. Your responsibilities will include diagnosing and troubleshooting software and hardware problems, guiding customers through step-by-step solutions, and escalating unresolved issues to the appropriate internal teams. You will be expected to maintain detailed records of customer interactions and support requests in our CRM system. This role requires a deep understanding of our product suite, excellent analytical skills, and the ability to communicate technical information clearly and concisely to both technical and non-technical users. You will also contribute to the development of our knowledge base by creating helpful articles, FAQs, and tutorials. Proactive engagement with customers to identify potential issues before they arise is highly valued. The ideal candidate will have a passion for technology, a strong customer-centric approach, and the ability to thrive in a collaborative, remote work environment. You should be comfortable working independently, managing your time effectively, and meeting performance targets for response and resolution times. Your expertise will directly contribute to customer loyalty and our client's reputation for outstanding support.
Responsibilities:
Responsibilities:
- Provide Tier 2 and Tier 3 technical support via phone, email, and chat.
- Diagnose, troubleshoot, and resolve complex technical issues related to our software and hardware products.
- Guide end-users through problem-solving processes and provide clear instructions.
- Escalate unresolved issues to development or engineering teams, documenting all necessary information.
- Create and maintain comprehensive documentation, including knowledge base articles and troubleshooting guides.
- Identify trends in customer issues and provide feedback to product development teams.
- Contribute to the continuous improvement of support processes and tools.
- Manage customer relationships and ensure high levels of satisfaction.
- Participate in remote training sessions to stay updated on product features and industry best practices.
- Achieve and exceed key performance indicators (KPIs) such as first response time and resolution rate.
- 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.
- Proficiency in troubleshooting common operating systems (Windows, macOS, Linux) and networking concepts.
- Experience with (mention specific software/hardware relevant to the fictional company) is a strong plus.
- Excellent problem-solving, analytical, and critical thinking skills.
- Strong written and verbal communication skills, with the ability to explain technical concepts simply.
- Ability to work independently and collaboratively in a remote team environment.
- Customer-focused mindset with a passion for helping others.
- Experience with ticketing systems (e.g., Zendesk, ServiceNow) and CRM software.
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7
Senior Technical Support Engineer
0100 Makongeni
KES290000 Annually
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Job Description
We are seeking a highly skilled and customer-focused Senior Technical Support Engineer to join our dedicated technical support team. This is a fully remote position where you will provide advanced troubleshooting and resolution for our clients' technical issues, ensuring their seamless experience with our products and services. As a remote-first organization, you will leverage advanced ticketing systems, remote access tools, and communication platforms to effectively support a global customer base. Your responsibilities will include diagnosing and resolving complex technical problems across various software and hardware platforms, providing expert technical guidance and solutions to customers, and escalating critical issues to engineering teams when necessary. You will also be responsible for creating and maintaining technical documentation, contributing to knowledge base articles, and identifying trends in customer issues to drive product improvements. The ideal candidate will possess a strong understanding of IT systems, network infrastructure, and common software applications. Exceptional problem-solving abilities, excellent communication skills, and a patient, customer-centric approach are paramount. Experience in a technical support role, particularly with enterprise-level software or services, is highly desirable. This is an excellent opportunity to utilize your technical expertise and problem-solving skills to make a significant impact on customer satisfaction and loyalty within a flexible, remote environment. You will be empowered to act as a trusted technical advisor to our clients.
Responsibilities:
Responsibilities:
- Provide advanced technical support to customers via phone, email, and chat.
- Diagnose and resolve complex software and hardware issues.
- Troubleshoot and identify root causes of technical problems.
- Escalate unresolved issues to appropriate engineering or development teams.
- Document all customer interactions and resolutions in a ticketing system.
- Create and maintain technical documentation, including knowledge base articles and FAQs.
- Assist in training and mentoring junior support staff.
- Identify trends in customer issues and provide feedback to product development teams.
- Ensure timely and effective resolution of customer inquiries and technical problems.
- Contribute to improving support processes and customer satisfaction metrics.
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Minimum of 5-7 years of experience in technical support, helpdesk, or a similar customer-facing IT role.
- Proven experience in troubleshooting and resolving complex technical issues.
- Strong knowledge of operating systems (Windows, macOS, Linux), networking concepts, and common software applications.
- Excellent problem-solving, analytical, and critical thinking skills.
- Exceptional communication, interpersonal, and customer service skills.
- Ability to work independently and manage time effectively in a remote setting.
- Experience with remote support tools and ticketing systems (e.g., Zendesk, Jira Service Desk).
This advertiser has chosen not to accept applicants from your region.
8
Senior Technical Support Engineer
30700 Kitale, Rift Valley
KES500000 Annually
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Posted today
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Job Description
Our client is seeking a highly skilled Senior Technical Support Engineer for a fully remote position. This role is essential for providing advanced technical assistance to customers, resolving complex software and hardware issues, and ensuring customer satisfaction. The ideal candidate will have a strong technical background, excellent problem-solving skills, and a dedication to providing exceptional support.
Responsibilities include diagnosing and resolving technical problems reported by customers via phone, email, or ticketing systems. You will provide detailed technical guidance, troubleshoot software applications, hardware configurations, and network connectivity issues. This role involves documenting support cases, tracking issues, and escalating unresolved problems to appropriate engineering teams. You will also contribute to the knowledge base by creating and updating technical documentation, FAQs, and troubleshooting guides. Strong communication and interpersonal skills are crucial for interacting with customers of varying technical expertise, ensuring a positive support experience. You will collaborate with development and QA teams to identify product bugs and implement solutions. This remote position requires excellent time management, self-motivation, and the ability to work independently in a fast-paced environment. Experience with remote support tools and ticketing systems (e.g., Zendesk, ServiceNow) is essential. We are looking for a proactive and customer-centric individual with a passion for technology and a commitment to resolving issues efficiently. Your expertise will be key in maintaining high levels of customer satisfaction and contributing to product improvement. This is a great opportunity to leverage your technical skills in a flexible, remote setting.
Qualifications:
Responsibilities include diagnosing and resolving technical problems reported by customers via phone, email, or ticketing systems. You will provide detailed technical guidance, troubleshoot software applications, hardware configurations, and network connectivity issues. This role involves documenting support cases, tracking issues, and escalating unresolved problems to appropriate engineering teams. You will also contribute to the knowledge base by creating and updating technical documentation, FAQs, and troubleshooting guides. Strong communication and interpersonal skills are crucial for interacting with customers of varying technical expertise, ensuring a positive support experience. You will collaborate with development and QA teams to identify product bugs and implement solutions. This remote position requires excellent time management, self-motivation, and the ability to work independently in a fast-paced environment. Experience with remote support tools and ticketing systems (e.g., Zendesk, ServiceNow) is essential. We are looking for a proactive and customer-centric individual with a passion for technology and a commitment to resolving issues efficiently. Your expertise will be key in maintaining high levels of customer satisfaction and contributing to product improvement. This is a great opportunity to leverage your technical skills in a flexible, remote setting.
Qualifications:
- 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), networking protocols, and hardware.
- Proficiency with ticketing systems and remote support tools.
- Strong troubleshooting and problem-solving skills.
- Excellent written and verbal communication skills.
- Ability to explain complex technical issues in a clear and concise manner.
- Customer-focused attitude with a passion for helping users.
- Experience in managing and mentoring junior support staff is a plus.
This advertiser has chosen not to accept applicants from your region.
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