Job Opportunity for Tier I Technical Support Engineer in Kenya April 2017


Career Opportunity: Tier I Technical Support Engineer Job Description

Employment Vacancy : Tier I Technical Support Engineer Job Recruitment

Job Title: Tier I Technical Support Engineer

Department: Customer Service

Sections: Technical Support

Reports To: Team Leader – Technical Support

Supervises: N/A

Job Summary: To provide written / email / Skype and voice / phone call technical support and troubleshooting guidance pertaining to Wide Area Network (WAN), Local Area Network(LAN), Internet, data, voice, mail and managed LAN services queries from customers satisfactorily within the defined scope and laid down standards processes & procedures within the Helpdesk or Onsite.

The scope of products applies to all services offered by WBS and its subsidiaries.

Providing customer service:

  • Efficient and professional call handling and management.
  • Attend to all client queries either through call, email, Skype, chat, and any other customer queries on resolution of internet, data, voice, email and connectivity (LAN and WAN (point-to-point)) related issues.
  • Effective and efficient utilization of organizational resources as may be allocated
  • Ensure that highest level of customer service is provided for both internal and external clients through for example ensuring customers are regularly updated on ticket status and developments in accordance with any incident and request management processes
  • Maintain a commitment to keeping customers informed and build and maintain relationships of trust with customers
  • Application of validated processes to support and manage customer requests, complaints and inquiries.

Resolving technical issues:

  • Effective and efficient utilization of organizational resources as may be allocated
  • Daily review and update of the issue management system for assigned cases and provision of client reports.
  • Application of validated processes to support and manage customer requests, complaints and inquiries.
  • Follow appropriate technical troubleshooting guidelines and techniques to diagnose and resolve issues
  • Utilize company provided tools to capture / record and drive appropriate resolution. E.g. ERP, Solar winds, Cacti, Wincable. ? Log and follow-up on faults with internal / external suppliers.
  • If required, pro-actively seek guidance from other technical teams / management to identify and propose ticket resolutions
  • Provide customers with technical advice and appropriate recommendations of issues established.
  • Where appropriate, escalate faults as per standard, retaining ownership of the ticket to ensure a timely resolution.
  • Ensure that the correct process and procedures are followed for ticket management and escalations


  • Provide accurate and timely feedback and reports to line manager as may be required

Qualifications, Skills and Experience:

  • Degree/Higher Diploma / Diploma in Information Technology or Information Systems or Computer Sciences or Business Information Technology or Business Information Systems, Telecommunication engineering or related discipline.
  • Practical knowledge in networking and networked environment.
  • Practical knowledge and skill in wireless technology and IP.
  • One must have an intermediary IT background must be currently in the IT industry.

Job Description

  • CCNA /CCNP practical knowledge of its application and certification is an advantage.
  • Mail Systems – Mdaemon, Exchange etc. is an advantage.

How to Apply

Urgently send your CV to by 7th March 2017.

Clearly indicate “Technical Support Engineer” as the subject head.

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