Senior Technical Engineer Jobs in Kenya
Senior Technical Engineer Jobs in Kenya
Job Summary: Reporting to the Shared Service Delivery Team Leader, he/she will have comprehensive product knowledge and will provide written/email and voice/phone call technical support and troubleshooting guidance pertaining to Wide Area Network (WAN), Local Area Network (LAN), Internet, email, Cloud and Security services queries from customers satisfactorily within the defined scope and laid down standards processes & procedures within the Helpdesk or Onsite.
Qualifications, Skills and Experience:
Degree in Information Technology or Information Systems or Computer Sciences or Business Information Technology or Business Information Systems, Telecommunication or related discipline.
Exposure and experience working with either large Enterprise or/and Service provider networks to handle MPLS, Network Security, VSAT, CISCO,VC,VOIP, development of BCPs/Disaster Recovery,
Cloud technologies, Mail Systems – Mdeamon, Exchange, Lotus notes, etc. certified and practical knowledge of its application
CCNA, CCNP, CCDP, MCSE, MS Windows and practical knowledge of its application. Certification of the same will be an added advantage.
Practical knowledge in Wireless and Wired Networks is an added advantage.
Between 2-4yrs experience in the IT industry focusing specifically on network infrastructure support and maintenance.
Customer Service skills and training with excellent oral and written communication skills.
Excellent organizational skills
Receiving assigned support cases in the contact centre or onsite visits, troubleshoot and resolving issues that could be associated with solution functionally such as application errors, database or data errors, message flow, firmware, network connectivity and server performance.
Continuous training sessions for intermediary engineers with an aim help to drive their workflow efficiencies, improve their productivity levels and enhance their predictive capabilities.
Supports the Shared Client Services Delivery Team Leader in the development and implementation
of new technology requirements, processes, policies and systems to ensure the most effective use of new technology and opportunities.
Ensures proactive scoping of the technical solutions required in order to address customer requirements, assesses customers’ met and unmet needs, and recommends solutions that optimize value for both the customer and the company.
Work with internal engineering teams, senior support engineers and team leaders to identify /isolate root cause and support implementation of solutions that have not been solved through problem replication or known solutions.
Managing customer expectations of response time and issue resolution through accurate and timely feedback to existing and prospective customers with regard to the services offered by the company.
Participating in company-sponsored training programs as provided and provide product feedback to reduce the number of issues experienced by customers
Providing accurate and timely feedback and reports to line manager as may be required from time to time.
Daily review and updating of the issue management system for assigned cases and provision of site reports as per SLA.
Application of validated processes to support and manage customer requests, complaints and inquiries.
How to Apply
For more information and job application details, see; Senior Technical Engineer Jobs in Kenya
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