Technical Support Engineer
FulltimePosted: 2025-10-15 06:41:49
Description
VLcom
Affordable | Reliable | Responsive
We're HIRING
Technical Support Engineer
Role Summary
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.
Key Responsibilities
• 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.
Qualifications
• Bachelor's degree or Diploma in Information Technology, Computer Science, or a related field.
• Additional technical certifications (e.g., CCNA, 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.
Core Competencies
• 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.
DEADLINE: 20th Oct 2025 (Before COD)
Send Application through careers@vilcom.co.ke
