About Zeraki

Zeraki is an EdTech company that provides schools with a suite of tools to digitize their operations and improve learning outcomes. Our mission is to empower African schools with technology to enhance efficiency and educational quality. We are a fast-growing company with a passionate team dedicated to making a difference in education.

Role Overview

We are seeking a motivated and skilled Technical Support Engineer to join our growing team. The ideal candidate will be responsible for providing technical assistance and support to our users, troubleshooting issues, and ensuring the smooth operation of our software solutions. This role requires a strong understanding of IT systems, excellent problem-solving skills, and a commitment to customer satisfaction.

Responsibilities

• Respond to technical support requests from users via various channels (email, phone, ticketing system).
• Diagnose and resolve hardware, software, and network issues.
• Install, configure, and maintain computer systems and software.
• Provide guidance and training to users on how to use our products effectively.
• Document technical issues and resolutions.
• Collaborate with the development team to identify and fix bugs.
• Maintain a high level of customer satisfaction.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Proven experience in technical support or a similar role.
• Strong knowledge of operating systems (Windows, macOS, Linux).
• Familiarity with networking concepts (TCP/IP, DNS, DHCP).
• Excellent problem-solving and analytical skills.
• Good communication and interpersonal skills.
• Ability to work independently and as part of a team.

Experience

Minimum of 2 years of experience in a technical support role.

What We Offer

• Competitive salary and benefits.
• Opportunity to work in a dynamic and innovative EdTech environment.
• Professional development and growth opportunities.
• A collaborative and supportive team culture.

• Respond to technical support requests from users via various channels (email, phone, ticketing system).
• Diagnose and resolve hardware, software, and network issues.
• Install, configure, and maintain computer systems and software.
• Provide guidance and training to users on how to use our products effectively.
• Document technical issues and resolutions.
• Collaborate with the development team to identify and fix bugs.
• Maintain a high level of customer satisfaction.

• Strong knowledge of operating systems (Windows, macOS, Linux).
• Familiarity with networking concepts (TCP/IP, DNS, DHCP).
• Excellent problem-solving and analytical skills.
• Good communication and interpersonal skills.
• Ability to work independently and as part of a team.

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Proven experience in technical support or a similar role.