Technical Support Engineer
On-siteNairobi, Nairobi County, Kenya
Job Summary
Provide first-level technical support for end-users by diagnosing software issues, responding to malfunction alerts within SLA, and conducting customer meetings to understand root causes. Monitor application performance, manage cloud infrastructure tools like AWS and Azure, and maintain a centralized asset inventory with regular audits. Collaborate with development teams to report malfunctions, update the knowledge base, and generate system performance reports. Ensure system security by applying OS patches, managing antimalware solutions, and validating backup integrity. Mentor junior staff, participate in onboarding, and perform account reviews to align access with job functions. Operate in a shift-based schedule supporting 24/7 service availability.
Required Qualifications
- Bachelor's degree in Computer Science or a related technical field
- Minimum of 3 years of experience in software or application support roles
- Proven experience with relational databases
- Proficient in software troubleshooting and technical support
- Understanding of IT service management and familiarity with tools like ServiceNow or Jira
- Familiarity with AWS, Azure, and monitoring tools
- Adaptability to shift work and flexible schedules
- Excellent communication and interpersonal skills
- Strong analytical skills and a solution-oriented approach to challenges
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