Support Engineers Vacancies In Kenya

165

Support Engineers Job At Alternate Doors, Kenya

Our Client is an IT Company currently recruiting Support Engineers

Support Engineers Job Responsibilities

  • Resolve incidents, problems and requests escalated from 1st Line of Support on daily basis.
  • Control and administer hardware, software and business application configurations and repair.
  • Monitor all operations and services to ensure service quality is being delivered on daily basis.
  • Keep affected IS customers informed about incident resolution progress.
  • Provide routine maintenance, diagnostics and repair on PC hardware, printers and peripherals
  • Development of equipment documentation and procedure manuals
  • Compile reports on maintenance, parts replacement, repairs, modifications and systems utilization and conduct periodic inventory of supplies, tools and spare parts.
  • Manage the equipment warranty replacement process with vendors.
  • Set up and diagnose computer systems and hardware using the standard image
  • Facilitate training for employees on proper care of computer equipment.
  • Escalates to Level 3 customer issues unresolved at Level 2 with concise description.

KPIs

  • Number of escalations handled
  • Number of escalations resolved within SLA

Benchmarks

  • Resolve 20 incidents per week.
  • 90 % escalations resolved per week.

Qualifications For Support Engineers Job

  • Degree in Business and OR Information Technology Related courses
  • Certifications:( Atleast one) ITIL, CCNA, CCNP,MCSE,MCP, PMP
  • Ability to read, analyzes, and interprets periodical reports, and technical procedures
  • Ability to write reports, business correspondence, procedure and work instruction manuals.
  • Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
  • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
  • Ability to interpret and develop a variety of instructions furnished in written, oral, diagram, or schedule form.
  • Able to handle high stress environment positively.
  • Ability to create good and strong work ties cross departmentally

 

How to Apply

  • If you feel you fit the above role ,please send your CV only quoting the job title on the email subject to [email protected]

 


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