Engineering Graduate Trainee at Duma works

Position Summary

We are looking for graduates to join our client’s Graduate Trainee program. They will be responsible for providing technical support to customers via phone, email, chat and other channels as required. An educational background in engineering or IT is required.

Reports To: Support Team leader

Engineering Graduate Trainee Job Duties and Responsibilities

• Take ownership of customer issues reported and see problems through to resolution.
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues.
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Provide prompt and accurate feedback to customers.
• Prepare accurate and timely reports to management as required.
• Document knowledge in the form of customer knowledgebase and internal wiki articles.
• Participate in customer projects and ensure they are delivered on time and supported as per engagement agreement with customer.
• Customer visits to troubleshoot any issues they might be facing using the company’s products.
• Creation of public facing articles through the company website and blog
• Development or improvement of work flows within the company
• Training and assistance of new employees in your team.
• Cooperation and coordination with other departments to specify, implement, scale and debug existing and new product lines.
• Attendance of training courses, conferences and workshops as appropriate.
• Keeping up with new technology advancements and incorporating in company’s products and workflows.

Work Environment

• Work environment includes computer related noise levels and paper and equipment generated dust.
• Incumbents will be on call to provide support services during off hours. Scheduled night and weekend work will be required.
• Moderate lifting of equipment may be required.

Qualifications for the Engineering Graduate Trainee Job

• BSC degree in Information Technology, Computer Science or equivalent
• Basic knowledge of Windows Server, Unix/Linux systems and utilities is a plus
• Scripting or programming skills is a plus
• Positive attitude towards resolving customer issues.
• Excellent written and verbal communication skills in English and Kiswahili.