Technical Support Engineer

Technical Support Engineer Job Description Job Title: Technical Support Engineer Department: Technical Support Reports to: Support Manager Direct Reports: 0 Location: Nairobi Kenya Job Purpose The Technical Support Engineer is responsible for delivering first-level technical support to end-users, ensuring smooth operation and high availability of software applications. This role involves diagnosing and resolving technical issues, collaborating with development teams for escalations, and maintaining exceptional customer service standards. The position operates within a shift-based schedule to support 24/7 service availability and requires a strong technical foundation, analytical thinking, and a customer-centric mindset. Key Roles and Responsibilities Provide accurate and timely support for customer inquiries related to software usage and troubleshooting, responding within SLA during assigned shifts. Monitor software applications to ensure functionality, performance, and addressing issues promptly. Respond to malfunction alerts based on priority, ensuring adherence to SLA response times. Maintain and update a knowledge base with detailed steps for resolving common issues. Collaborate with development and quality assurance teams to report software malfunctions and help implement solutions within SLA. Generate and distribute weekly and monthly reports on system performance. Escalate unresolved technical issues to higher-level support teams and ensure they are resolved in a timely manner. Log all customer interactions and technical solutions accurately in the service management tool. Conduct customer meetings to understand issues and provide effective solutions. Regularly update and refine system documentation to assist both customers and internal teams during deployment and operation. Monitor transactions to ensure completion within agreed timeframes, escalating delays as necessary. Manage and optimize tools like AWS, MS Azure, Grafana, and PagerDuty. Set up and support internal users’ hardware and software needs. Ensure that all system components within the environment are covered by an antimalware solution. Conduct semi-annual reviews of all user and vendor accounts to ensure access aligns with job functions, address any inappropriate access, and obtain management approval. Ensure that daily incremental and weekly full backups, as well as periodic restoration of backup files to validate integrity and recovery capability, are carried out. Maintain a centralized and up-to-date asset inventory by documenting asset details, reviewing access controls, and conducting regular audits for accuracy and accountability. Regularly applying OS patches as per a defined schedule or emergency when vulnerabilities are disclosed. Participate in employee onboarding by training new junior hires on system usage, troubleshooting procedures, and support workflows. Mentor junior staff in software support practices. Engage in ongoing professional development to stay current with industry trends. Perform any other duties as required to support the business in response to evolving needs, changes, and growth. Performance Evaluation KPIs System uptime and reliability. Quick and effective incident resolution. High customer satisfaction. Successful management and improvement of change processes. Performance and professional growth. Requirements Knowledge, Skills, and Experience Required Bachelor’s degree in Computer Science or a related technical field. Minimum of 3 years of experience in software or application support roles. Proven experience with relational databases. Proficient in software troubleshooting and technical support. Understanding of IT service management and familiarity with tools like ServiceNow or Jira. Familiarity with AWS, Azure, and monitoring tools. Adaptability to shift work and flexible schedules. Excellent communication and interpersonal skills. Strong analytical skills and a solution-oriented approach to challenges.