Job Title: Support Engineer
Reporting To: Support Manager
Job Location: Nairobi
Eligible Nationalities: Kenyans
Key Areas of Responsibility
* Identify incidents and be the first point of contact for users and customers; Record, classify, prioritize and routing of incidents.
* Diagnose, escalate, and resolve based on documented processes and procedures.
* Attempt to resolve incident using Level 1 templates,
knowledge base articles and experienceReporting To: Support Manager
Job Location: Nairobi
Eligible Nationalities: Kenyans
Key Areas of Responsibility
* Identify incidents and be the first point of contact for users and customers; Record, classify, prioritize and routing of incidents.
* Diagnose, escalate, and resolve based on documented processes and procedures.
* Track progress of incidents by accurate and timely recording of incident status and of work notes
* Ongoing communication of progress to the user
* If incident can be resolved by Level 1 team, then document the resolution of incident to ensure that this is clear and understandable by the User / ensure the user is satisfied with the resolution \ confirm classifications of the incident request to improve management information and aid future incident matching
* Where appropriate, assign incident to Level 2 or 3 support
Required Skills and Competencies
Academic Qualifications:
* A first degree or higher diploma in an IT related field
* Degree / Diploma qualifications in Customer service.
* Firm grasp of how the web works.
* networking, linux, MySQL, programming and software products
Experience:
* A minimum of one years’ experience in the Customer Support field in the IT industry
Other Skills Requirements:
* Strong Problem solving skills
* Good people skills
* Excellent communication skills, both written and verbal with great attention to detail.
* Strong rapport and relationship- building skills with both internal departments and external customers.
* Strong organizational, time management and prioritization skills.
* Able to take a creative approach to situations and problem solving.
* Team player who will enjoy performing multiple technical functions when needed.
* Works under limited direction.
* Determines and develops approach to solutions.
* Evaluates work upon completion to ensure objectives have been met.
* Contributes to the development of organization's goals and objectives.
* Ability to professionally manage multiple priorities with minimal supervision and on schedule.
* Able to work to tight deadlines and produce solid work that is both correct and to a high standard.
* Confident in face-to-face internal and external meetings. Be able to discuss their subject matter in a way that provides confidence to the customer and demonstrates strong communication skills
How to Apply:
Interested candidates should forward their applications enclosing copies of their detailed CVs to the following address:
Adecco Employment Services
Email: info@adeccokenya.com
Note: Only shortlisted candidates will be contacted.
