Technical Support Engineer at Hudaco Kenya

WHAT TO EXPECT FROM THE ROLE

• Work experience with different systems, software, and hardware.
• Opportunity to work on IT projects.
• Exposure to IT and development.
• Work in collaboration with a team.
• Guided by experts and professionals in the field and learn on the job.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Become a multi-product expert and act as a consultant and visit potential customers and relevant stakeholders (OEM’s, system integrators, contractors, consultants, designers and end-users) to provide pre-sales support and knowledge transfer.
• Attend in-person meetings with partner / clients to analyse, troubleshoot, diagnose hardware problems and provide inspection when necessary.
• Resolve complex problems by interacting with partners / clients through phone, emails or chats and provide unambiguously written instructions or technical manuals and provide accurate feedback adhering to agreed timelines.
• Complete detailed reports listing requests to technical assistance, steps taken to resolve them, and the specific dates/individuals involved
• Evaluate and prioritize customer support cases
• Provide on-site commissioning when necessary
• Participate in exhibitions, seminars and meetings
• Prepare products technical presentations
• Responsible for initiating and following through with RMA process and cases.
• Follow standard procedures of their organizations to resolve issues by escalating them to the relevant internal departments.
• Build customer relationships and increase customer satisfaction
• Install and configure computer systems and applications within the company
• Actively update, maintain and monitor all aspects of computer networks including bandwidth management, utilization and other network peripherals.
• Resolving issues related to the company internal network.
• Maintain procedural documents.
• Assist management in creating training materials pertaining to computer troubleshooting and usage
• Work with all internal groups, including support, sales, engineering, product management, and consulting.

EDUCATION, SKILLS AND EXPERIENCE

• BS degree in Information Technology, Computer Science or equivalent
• 3 years proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
• In-depth knowledge of hardware, networking systems, wireless communication and security systems.
• Knowledge of operating systems, web services, and API.
• Familiarity with remote desktop applications and help desk software (e.g., Zendesk, TeamViewer etc)
• Proven experience in installation, troubleshooting and resolving of robust security systems.
• Ability to troubleshoot complex software and hardware issues.
• Excellent problem-solving and communication skills
• Excellent client-facing skills
• Critical thinker with excellent inter-personal skills.