Tier 2 Engineer Jobs In Nairobi 2021 (50-80K)

Tier 2 Engineer Job, Information Technology - IT Jobs In Kenya 2021

TIER 2 ENGINEER – NAIROBI

Our client is an ICT company based in Gigiri and they are looking forward to hiring a Tier 2 Engineer as part of the Service Delivery team. The successful applicant will have significant demonstrable IT experience at an operations role. They will also need to be a great problem solver using design thinking to develop solutions collaboratively yet decisively.

JOB PURPOSE

. To provide contact to customers for all contracted services.
. To detail and log client support issues.
. To act as a single point of contact for the client base.
. To escalate and pass on calls when required.
. To provide remote support.
. To keep internal systems up-to-date.
. To provide excellent customer service.
. To obtain accurate user and fault information.
. To provide tier 3 technical support and troubleshooting.
. To achieve at least 80% first fix rate.
. To meet contractual SLA targets.
. To provide a consistently high level of communication to customers and colleagues.
. To research and document faults, configurations and resolutions as required.
. To follow office procedures for day-to-day tasks.
. To assist senior technicians when required.

DUTIES AND RESPONSIBILITIES

Service Desk:
. Answering all incoming calls within 3 rings.
. Providing initial troubleshooting for support issues via remote connectivity, including but not limited to Configuration and management of user accounts, mailboxes, logon scripts, shares, print queues and any administration and tier 2 troubleshooting.
. Detailing client supported issues through our ticketing system.
. Passing any non-supported issues through to sales to quote.
. Updating tickets as work is carried out and contact is made.
. Gathering all relevant information to troubleshoot the issue.
. Keeping the client regularly updated.
. Keeping our ticketing system, RMM tools and internal systems up-to-date.
. Completing 80% of tickets without escalation on a first call basis.
. Assisting tier 2 with tasks, tickets and projects.
. Meeting client SLA targets.
. Closing a minimum of 16 tickets per day.
. Monitoring incoming support emails and resolving accordingly within SLA.
. Documenting faults and fixes to assist future trending and troubleshooting.
. Researching faults and resolutions.
. Reporting on persistent and regular issues or devices.
. 3rd party liaison.

GENERAL:

. Giving a professional and friendly impression to clients at all times.
. Meeting exceptional customer service levels.
. Demonstrating, supporting and encouraging a culture of “customer comes first”.
. Participating in operational reviews and meetings.
. Managing time effectively to meet SLA targets.
. Contributing to general organisation development and process improvement activities.
. Manipulating data to produce reports or data cleansing.
. Deputising for others whilst they are absent and undertaking any other reasonable tasks requested.

T2 TECHNOLOGY SETS IN USE:

. Microsoft Windows 7 upwards
. Active Directory – User Administration, Groups
. Microsoft Windows Server – file and folder permissions
. Microsoft Remote Desktop Services
. Microsoft Office 2010 upwards
. Microsoft Office365
. Microsoft Exchange - Mailbox Administration
. Citrix
. Trend Micro, Sophos, Windows Defender, Kaspersky
. VMWare, HyperV
. Kaseya IT Management Software
. Ahsay / Veeam Backup Software
. PRTG
. Ubiquiti
.Internet Connectivity – Troubleshooting
.Printer Configurations
. Exclaimer Email Utilities
. Security Applications - Webtitan, Spamtitan, Barracuda Security applications
. TeamViewer

MINIMUM REQUIREMENTS

. Bachelor of Science in Information Technology or related studies.
. 2 years of tier 2 administration experience in an enterprise IT environment, having performed operational and break/fix activity.
. Proven experience working with ticketing systems.
. Proven experience working in virtual team and supporting end users and key stakeholders remotely.
. A minimum of 2 years administering a Microsoft Windows and Active Directory-based enterprise environment.
. Proven experience administering a Microsoft Office 365 suite of applications and solutions, and how they interoperate, integrate, and complement each other.
. Effective communication skills, reporting and analyzing skills

MONTHLY GROSS SALARY: Ksh. 50,000 - 80,000

APPLICATION DEADLINE: 30th August 2021

HOW TO APPLY
Interested candidates to send CVs and cover letters to recruitment@jobwhisper.co.ke with the subject line 'Tier 2 Engineer'
NOTE: Only shortlisted candidates will be contacted.
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