2643 Technicians jobs in Nairobi

Equal Access to High-Quality Education Moves Our World Forward

Meet Cadmus

At Cadmus, we believe every student should have equal opportunity to achieve academic excellence; that's why we're changing how the world learns

Cadmus is a global EdTech company purposefully built for the higher education sector to break down global learning barriers by providing educators and diverse student cohorts with access to high-quality learning and assessment. Built on rich, student-centric values, Cadmus empowers individuals to achieve their highest potential and graduate with the critical skills and knowledge to profoundly impact our workforces, communities, and evolving world.

A Bold Plan for Global Impact

At Cadmus, we're working hard in pursuit of an ambitious, world-shaping goal: to provide 1 billion students with access to high-quality education by 2050.

That's why we need a dedicated and skilled Senior Technical Support Engineer team member to join our efforts in transforming education.

We're looking for a Senior Technical Support Engineer professional with 5+ years of experience maintaining and enhancing internal IT operations and assisted with internal technical product support. You are a natural "maintainer" with deep technical curiosity, finding satisfaction in ensuring our internal teams are fully supported. You will be the cornerstone of our support operations, owning our internal technology environment while also serving as the initial point of escalation for internal product issues.

You are a great fit if you demonstrate:

• End-to-End Problem Ownership: A history of owning and improving internal IT and support processes. You don't just follow a script; you look for ways to make investigations and resolutions more efficient.
• IT Operations Expertise: Hands-on experience managing daily IT helpdesk operations, including hardware/software provisioning (macOS/Windows), network administration, MDM deployment, and user account management across SaaS platforms (e.g., Google Workspace, Microsoft 365). Experience with ISO 27001 compliance is highly desirable.
• Technical Investigation & Product Expertise: You are proficient in troubleshooting complex technical issues. You can comfortably investigate bug reports, replicate user scenarios to validate their existence, and document the precise steps, environment, and impact for the engineering team.
• Comfort with Ambiguity & Pace: A proven track record of thriving in a fast-paced growth environment. You are comfortable with ambiguity and demonstrate an ability to deliver practical solutions under tight deadlines.

• Technical Curiosity: You're driven by a deep curiosity for how things work, not just what they do. You love to build, tinker, and learn, both in and out of the office.

• Clear Communication: You can translate technical concepts into clear, user-friendly language for non-technical colleagues and can communicate effectively with engineers using precise technical language.

You Will:

• Own All Internal IT Operations: Act as the single point of contact for all internal IT support. You will manage the IT helpdesk, execute onboarding/offboarding workflows, handle hardware provisioning, manage software access, and continuously improve our internal systems.
• Act as the Key Triage Point for Product Issues: Serve as the bridge between our customer-facing teams and the engineering team. You will be responsible for the initial technical validation of all escalated bug reports.
• Investigate, Replicate, and Document Bugs: Your primary product support function will be to reproduce reported issues, gather detailed evidence (logs, console errors, screen recordings), and write clear, actionable bug tickets that allow developers to start work immediately.
• Collaborate with Engineering to Verify Fixes: Work closely with the development team to understand fixes and then perform the final validation to ensure the issue is resolved before notifying stakeholders.
• Drive Support Process Improvement: Proactively identify gaps in our issue escalation process, contribute to internal documentation, and help build a more efficient workflow for managing technical product issues.
• Uphold Our Compliance Standards: Meticulously log all IT and support activities, ensuring your work generates the clear evidence required to support our security and compliance programs (e.g., ISO

Cadmus Employee Benefits

• Learning allowances; because we don't just have words on a website, we genuinely do what we say and provide educational opportunities to all (including the Cadmus team)
• A diverse and inclusive workplace where there are no barriers to anyone succeeding
• A surrounding team of mission-driven individuals who genuinely love what they do

Hiring Process

Please apply online with your resume, and instead of a cover letter, we would love you to answer a few questions.

While we review your application, get to know us by visiting (check out our values quiz) and following our social channels (Linkedin, Facebook and Twitter).

Inclusivity at Cadmus

At Cadmus, we hire great people from a wide variety of backgrounds because it makes our company stronger. We never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, or disability status. If you share our values and our enthusiasm for education, you will find a home at Cadmus.

If you need assistance or accommodations made due to a disability, please let us know.

• Provide advanced technical assistance and troubleshooting for complex client issues related to software, hardware, and network configurations.
• Diagnose, resolve, and document technical problems in a timely and accurate manner.
• Lead and mentor a team of technical support engineers, providing guidance and training.
• Develop and maintain technical documentation, knowledge base articles, and troubleshooting guides.
• Collaborate with development and quality assurance teams to identify and resolve product bugs.
• Monitor system performance and identify potential issues before they impact clients.
• Manage and prioritize support tickets, ensuring adherence to service level agreements (SLAs).
• Conduct root cause analysis for recurring technical issues and implement preventive measures.
• Stay up-to-date with the latest technologies and industry best practices.
• Contribute to the continuous improvement of support processes and tools.
• Communicate technical information effectively to both technical and non-technical audiences.
• Handle escalations from junior support staff and provide expert resolution.
• Participate in on-call rotation as needed.
• Identify opportunities for product enhancement based on client feedback and support trends.

• Bachelor's degree in Computer Science, Engineering, Information Technology, or a related field.
• 5+ years of experience in technical support, with a strong background in software and hardware troubleshooting.
• Proven experience in a lead or senior support role.
• In-depth knowledge of operating systems (Windows, macOS, Linux), networking protocols, and cloud technologies.
• Proficiency with diagnostic tools and ticketing systems.
• Excellent analytical, problem-solving, and debugging skills.
• Strong leadership, communication, and interpersonal skills.
• Ability to work independently and manage tasks effectively in a remote setting.
• Experience with scripting languages (e.g., Python, Bash) is a plus.
• Certifications such as CompTIA A+, Network+, or MCSA are advantageous.

• Provide remote, first-line and second-line technical support for a wide range of HVAC products and systems.
• Troubleshoot complex technical issues via phone, email, video conferencing, and remote diagnostic tools.
• Interpret technical documentation, schematics, and performance data to diagnose and resolve system faults.
• Guide field technicians through installation, repair, and maintenance procedures.
• Escalate unresolved issues to senior engineers or product development teams, providing detailed information and analysis.
• Develop and maintain technical support documentation, including FAQs, troubleshooting guides, and best practice articles.
• Contribute to product improvement by identifying recurring issues and providing feedback to the engineering department.
• Analyze system performance data to identify potential problems and recommend proactive solutions.
• Train internal staff and external partners on HVAC system operation and troubleshooting.
• Ensure timely and accurate logging of all support interactions and resolutions in the CRM system.
• Stay up-to-date with the latest advancements in HVAC technology and industry standards.

• Proven experience in HVAC system design, installation, or technical support.
• In-depth knowledge of refrigeration cycles, psychrometrics, air balancing, and electrical controls for HVAC systems.
• Proficiency in reading and interpreting technical drawings, schematics, and blueprints.
• Experience with diagnostic tools and software for HVAC systems.
• Strong analytical and problem-solving skills with a methodical approach.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to diverse audiences.
• Demonstrated ability to work effectively in a remote environment, managing time and prioritizing tasks independently.
• A relevant technical certification or degree in Mechanical Engineering, HVAC Technology, or a related field is preferred.
• Experience with building automation systems (BAS) is a significant advantage.
• Customer-focused mindset with a passion for providing excellent technical support.

• Provide advanced technical support to customers via multiple channels, including email, chat, and video conferencing, in a fully remote capacity.
• Diagnose and resolve complex hardware, software, and network-related issues reported by customers.
• Escalate critical issues to engineering and product teams, providing detailed and actionable information.
• Develop and maintain comprehensive technical documentation, knowledge base articles, and troubleshooting guides.
• Train and mentor junior support staff, sharing expertise and best practices for remote support.
• Analyze support trends and customer feedback to identify recurring issues and suggest product improvements.
• Proactively identify potential problems and implement preventative solutions.
• Manage and prioritize support tickets, ensuring timely and efficient resolution according to service level agreements.
• Participate in on-call rotations to provide 24/7 support when necessary.
• Collaborate effectively with remote team members across different time zones.
• Contribute to the continuous improvement of support processes and tools in a remote-first environment.

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent industry experience.
• Minimum of 5 years of experience in a technical support or helpdesk role, with a proven track record of handling complex issues.
• In-depth knowledge of operating systems (Windows, macOS, Linux), networking protocols, and common software applications.
• Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Strong analytical and problem-solving skills, with the ability to think critically under pressure.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Demonstrated ability to work independently and collaboratively in a fully remote setting.
• Experience with scripting languages (e.g., Python, PowerShell) is a plus.
• Certifications such as CompTIA A+, Network+, or ITIL are advantageous.
• A passion for customer service and a commitment to delivering exceptional support experiences.

• Provide first- and second-level technical support to customers via phone, email, and chat.
• Diagnose and troubleshoot hardware, software, and network issues.
• Guide users through step-by-step solutions and identify the root cause of problems.
• Document all support interactions, resolutions, and technical issues in the ticketing system.
• Escalate unresolved issues to senior support engineers or relevant departments.
• Contribute to the knowledge base by creating and updating support articles and FAQs.
• Identify recurring technical issues and suggest product improvements or process enhancements.
• Maintain a high level of customer satisfaction by providing prompt and professional support.
• Stay up-to-date with product updates and new technologies.
• Collaborate with QA and development teams to report and resolve bugs.

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Minimum of 2 years of experience in technical support or helpdesk roles.
• Proficiency in troubleshooting operating systems (Windows, macOS) and common software applications.
• Experience with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.
• Strong understanding of computer hardware, networking concepts, and basic IT infrastructure.
• Excellent problem-solving and analytical skills.
• Exceptional customer service and communication skills (verbal and written).
• Ability to work independently and manage time effectively in a remote setting.
• Patience and empathy when interacting with users of varying technical proficiency.

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 remote technical assistance to customers regarding product installation, operation, and maintenance.
• Diagnose and resolve hardware and software issues related to our client's equipment.
• Guide customers through step-by-step troubleshooting processes via phone, email, and remote support tools.
• Document all customer interactions, issues, and resolutions accurately in the support system.
• Identify recurring technical issues and provide feedback to the product development and engineering teams.
• Assist in creating and updating technical documentation, FAQs, and knowledge base articles.
• Advise customers on best practices for equipment maintenance and preventative care.
• Escalate complex technical problems to appropriate internal departments for resolution.
• Ensure high levels of customer satisfaction through prompt and efficient support.
• Stay up-to-date with product updates, technical specifications, and support procedures.

• Associate's or Bachelor's degree in Electrical Engineering, Mechanical Engineering, Computer Science, or a related technical field.
• Minimum of 4 years of experience in technical support, installation, or maintenance of complex machinery or equipment.
• Proven ability to troubleshoot and diagnose electromechanical systems.
• Proficiency with remote support tools and ticketing systems.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
• Strong analytical and problem-solving capabilities.
• Ability to work independently and manage time effectively in a remote work environment.
• Familiarity with diagnostic software and hardware tools.
• Customer-focused attitude with a dedication to resolving issues.
• Flexibility to work occasional off-hours or weekends if required by support schedules.