A Technical Support Engineer will research, diagnose, troubleshoot, monitor, and resolve customer issues in an accurate and timely manner. You will be responsible for working with different systems and software and follow standard procedures to escalate unresolved issues to appropriate internal departments.
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 teams
Provide prompt and accurate feedback to customers
Talk clients through a series of actions, either via phone, email or chat, until they’ve solved any technical issue
Ensure proper recording and closure of all issues
Perform monitoring and configuration tasks timely
Prepare accurate and timely reports
Maintain a positive/good relationship with clients
BS degree in Information Technology, Computer Science or equivalent
About 1 year experience in system engineering and IT support.
Proven working experience in IT Service desk, customer service, enterprise technical support, IT support or as a technical engineer.
Must have skills in monitoring tools configuration and Management
Must possess skills and knowledge in monitoring tools configuration e.g. Datadog/Prometheus/Zabbix/Solarwinds etc
Knowledge in Cloud and micro- services support will be an added advantage
Must have knowledge of shell scripting, Unix and SQL
Strong problem-solving skills
Excellent client-facing skills
Excellent written and verbal communication skills
How to Apply
To apply please send your CV to recruiting@InterIntel.co.ke.Only shortlisted candidates will be contacted.