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20 Nov 2023

Full-Time Information Technology Support Engineer Jobs

Computech Limited – Posted by Sunlit Centre Kenya –  Anywhere

Job Description

Founded in 1987, Computech Limited is a leading East African systems integrator, providing technology solutions to solve businesses’ most important problems. Celebrating 30 years since inception, Computech Limited has now expanded to have offices in 5 countries and a significant regional footprint.

Information Technology Support Engineer

  • Location Nairobi

Duties & Responsibilities

  • Log all relevant incident or service request calls allocating categorization and prioritization codes.
  • Fast response or turnaround to requests while recording and tracking incidents and complaints.
  • Enhance access to IT services by providing first-tier and second-tier investigation and diagnosis.
  • Resolve as many incidents or service requests as possible and escalate incidents or service request that they cannot resolve within agreed time scales based on the service level agreement.
  • Monitor the progress of escalated tickets to the third-tier teams based on their operational level agreements.
  • Coordinate with third-party solution providers.
  • Keep users informed of status progress assessment and changes to their tickets.
  • Manage the request or ticket life cycle.
  • Close all resolved incident requests and other calls.
  • Conduct customer or user satisfaction callbacks or surveys as agreed

Qualifications & Requirements

  • Degree in Computer Science or IT-related field
  • ITIL Foundation certification
  • Certified A+
  • At least 2 years of working experience
  • Certifications in Lenovo/ HP Hardware and Apple will be an added advantage
  • Great communication skills

How to Apply

Founded in 1987, Computech Limited is a leading East African systems integrator, providing technology solutions to solve businesses’ most important problems. Celebrating 30 years since inception, Computech Limited has now expanded to have offices in 5 countries and a significant regional footprint. Headquartered in Kenya with operations across Tanzania... Read more about this company  

Information Technology Support Engineer

Duties & Responsibilities
  • Log all relevant incident or service request calls allocating categorization and prioritization codes.
  • Fast response or turnaround to requests while recording and tracking incidents and complaints.
  • Enhance access to IT services by providing first-tier and second-tier investigation and diagnosis.
  • Resolve as many incidents or service requests as possible and escalate incidents or service request that they cannot resolve within agreed time scales based on the service level agreement.
  • Monitor the progress of escalated tickets to the third-tier teams based on their operational level agreements.
  • Coordinate with third-party solution providers.
  • Keep users informed of status progress assessment and changes to their tickets.
  • Manage the request or ticket life cycle.
  • Close all resolved incident requests and other calls.
  • Conduct customer or user satisfaction callbacks or surveys as agreed
Qualifications & Requirements
  • Degree in Computer Science or IT-related field
  • ITIL Foundation certification
  • Certified A+
  • At least 2 years of working experience
  • Certifications in Lenovo/ HP Hardware and Apple will be an added advantage
  • Great communication skills

Job Categories: Information Technology. Job Types: Full-Time.

Job expires in 1 day.

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