Level 1 Support Engineer

A technology company that enables brands to delight their customers with innovative, customer-centric solutions, giving them more time for what really matters.
They are looking for a Level 1 Support Engineer that will join our Technology team in Nairobi who will be responsible for tracking the uptime of our systems and services.

The role will collaborate within the Software Development teams and management within the company.

This is a great opportunity to join a winning team to participate in the delivery and growth of the team.

If you are a tech-savvy professional, able to explain technical details and requirements to a non-technical audience. This is an opportunity for you to join an energetic, fast paced, dynamic company offering ample growth opportunities and exciting challenges.
Capabilities of our Champion:
Deadline driven and works well under pressure, good team player

A tech Savvy individual that can provide technical, product and business knowledge to support our Clients and strengthen customer relationships

Proven people skills on all levels, to interact with customers, team members, cross functional teams, vendors and other third parties

Strong analytical, attention to detail and good time management skills

Exceptional at creating, improving and leading processes

Positive attitude and solid work ethic

Pro-active and self- driven

Work independently, with a high degree of responsibility

Effective communication (verbal, written and presentation) and collaboration skills

Diploma/Degree in Information Technology/Computer science
Experience with monitoring platforms

Responsibilities

Role of our Champion:
Monitoring the uptime of the company’s systems and services via a centralized dashboard and liaise with customers for issue resolution via a ticketing system

Supporting both internal and external clients when issue tickets are raised

Tracking SLA times and ensuring issues are closed within the set times

Issue troubleshooting and resolution in collaboration with the Software development teams

Inform clients and the Technical Lead of any issues that may affect the normal operation of services.

Provide technical support to the Clients

Replicate production issues and aid in end to end log level investigation

Job Requirements
Required education
: Diploma, Associate's degree

Required relevant work experience
: 2 years

Required languages:
English (Spoken: fluent | Written: fluent)
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