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  • Posted: Mar 13, 2019
    Deadline: Apr 13, 2019
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    The leading recruitment & training firm, specializing in the placement of candidates with clients around the world.
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    Technical Support Engineer

    Job Description

    You will diagnose and troubleshoot software and hardware problems and help our customers install applications and programs.
     
    RESPONSIBILITIES
    • Research and identify solutions to software and hardware issues
    • Diagnose and troubleshoot technical issues, including account setup and network configuration
    • Ask customers targeted questions to quickly understand the root of the problem
    • Track computer system issues through to resolution, within agreed time limits
    • Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
    • Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
    • Provide prompt and accurate feedback to customers
    • Refer to internal database or external resources to provide accurate tech solutions
    • Ensure all issues are properly logged
    • Prioritize and manage several open issues at one time
    • Follow up with clients to ensure their IT systems are fully functional after troubleshooting
    • Prepare accurate and timely reports
    • Document technical knowledge in the form of notes and manuals
    • Maintain jovial relationships with clients
    REQUIREMENTS
    • Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
    • Hands-on experience with Windows/Linux/Mac OS environments
    • Good understanding of computer systems, mobile devices and other tech products
    • Ability to diagnose and troubleshoot basic technical issues
    • Familiarity with remote desktop applications and help desk software
    • Excellent problem-solving and communication skills
    • Ability to provide step-by-step technical help, both written and verbal
    • BS degree in Information Technology, Computer Science or relevant field
    • Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus

    Method of Application

    Applicants can send their CV and state the position applied for in their subject of the email to recruitment@r4kenya.com before 13th April 2019.
    Kindly do not apply if you do not meet minimum requirements.

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