Technical Support Engineer
2025-10-16T12:11:55+00:00
Vilcom Networks Limited
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FULL_TIME
Nairobi
Nairobi
00100
Kenya
Marketing, Sales and Service
Installation, Maintenance & Repair
2025-10-21T17:00:00+00:00
Kenya
8
The Technical Support Engineer plays a pivotal role in providing first-line technical assistance to customers, resolving service-related issues, and coordinating provisioning and dispatch operations.
The position ensures efficient service restoration, excellent customer experiences, and smooth coordination between the field, operations, and support teams.
Serve as the first point of contact for customer inquiries and technical support. Diagnose and resolve customer issues promptly while ensuring excellent service delivery. Log, monitor, and escalate tickets within SLA timelines. Coordinate with field teams for installations, maintenance, and service repairs. Manage service provisioning, activations, and updates as per company guidelines. Maintain detailed documentation of customer interactions and service resolutions. Collaborate with cross-functional teams to enhance customer satisfaction and process efficiency.
Excellent communication and problem-solving skills. Strong attention to detail and organizational abilities. Ability to multitask and work efficiently in a fast-paced environment. Adaptability to various shifts, weekends, and on-call duties.
Bachelor’s degree or Diploma in Information Technology, Computer Science, or a related field. Additional technical certifications (e.g., CČNA, CompTIA, ITIL) are an added advantage. / Minimum 1 year of experience in a technical support or customer service role. / Experience in an Internet Service Provider (ISP) environment is mandatory. / Field experience in installations or troubleshooting will be an added advantage. / Proven ability to manage difficult customer interactions with professionalism and empathy. / Passionate about customer satisfaction, teamwork, and service excellence.
JOB-68f0e10ba4988
Vacancy title:
Technical Support Engineer
[Type: FULL_TIME, Industry: Marketing, Sales and Service, Category: Installation, Maintenance & Repair]
Jobs at:
Vilcom Networks Limited
Deadline of this Job:
Tuesday, October 21 2025
Duty Station:
Nairobi | Nairobi | Kenya
Summary
Date Posted: Thursday, October 16 2025, Base Salary: Not Disclosed
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JOB DETAILS:
The Technical Support Engineer plays a pivotal role in providing first-line technical assistance to customers, resolving service-related issues, and coordinating provisioning and dispatch operations.
The position ensures efficient service restoration, excellent customer experiences, and smooth coordination between the field, operations, and support teams.
Work Hours: 8
Experience in Months: 12
Level of Education: bachelor degree
Job application procedure
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