46 Troubleshooting jobs in Nairobi

• 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.

CUSTOMER SERVICES TEAM – SUPPORT ENGINEER:

With Acsys International, the Support Engineer will be expected to perform all the below mentioned support activities which falls under our scope, to the Customers located globally. Customer Relationship Management, Pre-Sales Support, Customer Training & Implementations, Incident Management, Hardware RMA.

CORE RESPONSIBILITIES: Serves customers by providing product and service information; resolving product and service problems.

CUSTOMER SERVICE REPRESENTATIVE SKILLS AND QUALIFICATIONS:

•Minimum of bachelor's degree or Diploma or Equivalent Technical Qualification or Certification

•Customer Handling Skills (Exposure in handling International Customers)

•Excellent Communication Skills (Oral & Written)

•Intermediate Hardware, Software & Networking knowledge

•Strong Interpersonal Skills & Exposure to working across multi-cultural workforce

•Flexible to work in shifts (24/7) environment, Quick Learner

•Quality Focus, Problem Solving Skills, Market Knowledge

•Documentation Skills, Listening Skills, Email / Chat etiquettes
•Analyzing Information, Go in to the details, Logical Troubleshooting Skills, Multi-tasking

•Flexible to travel frequently Domestic / Internationa

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•Good to have - a valid passport

CUSTOMER SERVICE REPRESENTATIVE JOB DUTIES:

•Incident Management Ticketing Process – Taking Ownership of issues end to end and maintaining theconfidentiality of the Customer Information and recording every bit of information on the CRM

•Resolve customers issues with respect to Product, Software, Hardware, Replacement or Enquiry

•Drill down and identify the root cause of the issue and accurate reporting of the same to other departments

•Provide best possible solution to the customers and expediting speedy resolution to the customers

•Suggesting any Sales Leads / Opportunities with the Customers to the Sales Team

•Prepare product or service reports by collecting and analysing customer provided information and passing it on therelevant teams internally

•Contribute to team effort by accomplishing related results as needed

•Generate sales leads and maintain a good rapport with the POCs, build sustainable relationships of trust throughopen and interactive communication

•Go the extra mile to engage customers

•Weekly, Monthly submission or reports / timesheets submission on time

•Ownership of Cases lying in your bin, regular follow ups and feedbacks to the internal teams.

• Lead and manage a team of technical support professionals, providing direction and support.
• Oversee the daily operations of the technical support desk, ensuring efficient ticket management and resolution.
• Provide expert technical assistance and troubleshooting for complex customer issues.
• Train and mentor support staff on product knowledge, technical skills, and customer service best practices.
• Develop and implement standardized support procedures and documentation.
• Monitor team performance, identify areas for improvement, and implement corrective actions.
• Collaborate with engineering and product teams to escalate and resolve recurring technical problems.
• Ensure adherence to service level agreements (SLAs) and company policies.
• Maintain a high level of customer satisfaction through effective problem-solving and communication.
• Contribute to the continuous improvement of support tools and resources.

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.

• Lead, mentor, and manage a remote team of technical support specialists, fostering a high-performance culture.
• Oversee daily support operations, ensuring timely and effective resolution of customer technical issues across various channels (email, chat, phone).
• Develop and implement best practices and standard operating procedures for technical support.
• Act as a subject matter expert and provide Tier 3 support for complex technical problems.
• Monitor key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction, and drive improvements.
• Create and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides.
• Collaborate with engineering and product teams to provide feedback on product issues and suggest improvements.
• Onboard and train new support team members.
• Manage support escalations and ensure effective communication with customers during issue resolution.
• Identify recurring issues and trends, proposing solutions to prevent future occurrences.

• Bachelor's degree in Computer Science, Information Technology, or a related technical field, or equivalent practical experience.
• Minimum of 5 years of experience in technical support, with at least 2 years in a lead or supervisory role.
• Proven experience managing and motivating remote teams.
• Strong technical aptitude and in-depth knowledge of software troubleshooting, operating systems (Windows, macOS), and networking concepts.
• Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Excellent problem-solving, analytical, and critical thinking skills.
• Outstanding communication, interpersonal, and customer service skills.
• Ability to remain calm and effective under pressure.
• Strong organizational skills and the ability to manage multiple priorities in a fast-paced remote environment.
• Experience in the SaaS industry is a significant plus.