Support Engineer at SportPesa

Duties and Responsibilities

• Manage Internal Systems: Responsible for the administration and maintenance of internal systems including Linux and Windows Servers, Load balancers, Webservers, and Queueing systems. Ensure their smooth operation and availability to meet business needs.
• Provide 1st and 2nd Line Support: Handle troubleshooting of IT-related problems ranging from office productivity software to hardware such as Laptops, PCs, Macs, and Printers. Diagnose issues and provide
• timely resolutions to minimize downtime and optimize productivity.
• Ticket Management: Receive, log, and close IT-related tickets for support from staff and customer care.
• Utilize an ITSM system to effectively manage tickets, prioritize tasks, and ensure timely resolution within agreed Service Level Agreements (SLAs).
• Troubleshoot System Issues: Perform troubleshooting of basic system issues to identify root causes and implement corrective actions. Collaborate with team members or external vendors as needed to resolve complex technical issues.
• User Problem Ownership: Take ownership of user problems and proactively follow up on the status of issues on behalf of the user. Communicate progress and resolutions in a clear and timely manner to ensure customer satisfaction and transparency.
• Maintain High Customer Service Standards: Maintain a high degree of customer service for all support queries by providing timely and effective assistance. Adhere to service management principles and best practices to ensure consistent service delivery.
• Monitor and Ensure SLA Compliance: Monitor and follow up on tickets in the ITSM system to ensure Service
• Level Agreements (SLAs) are met. Provide regular updates and statistics for weekly reports on different systems as applicable.
• Documentation Management: Maintain up-to-date documentation of supported systems including configurations, procedures, and troubleshooting guides. Ensure documentation is easily accessible and comprehensive to facilitate knowledge sharing and support continuity.
• Coordinate External Technical Support: Coordinate and arrange for external technical support when problems cannot be resolved in-house. Liaise with external vendors or service providers to escalate and resolve complex technical issues effectively.
• Basic Programming and Automation: Engage in basic programming tasks to develop automation scripts and systems. Contribute to improving operational efficiency by automating repetitive tasks and streamlining workflows where applicable.
• To arrange for external technical support where problems cannot be resolved in house.

Qualifications

• An ITIL qualification
• A professional qualification certification (MCP, CCNA, etc) would be desirable.
• Excellent communication skills, written and verbal.
• Excellent organizational skills
• 2 years previous in a busy ITIL-oriented environment
• Incident Management experience – Managing incidents including business expectations and communication
• Strong knowledge of Microsoft and Linux based operating systems.
• Knowledge in Linux OS, Windows OS, DNS, Load balancing, basic networking, Containerization
• Experience with using and troubleshooting user machines within a network environment