Technical Support Engineer L2

NTT
Nairobi
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Education: bachelorsSkills: ["Customer service","Communication","Problem-solving","Self-organized","Analytical thinking"]

Provide remote technical support for clients as a developing L2 support engineer, diagnosing and resolving incidents while driving them to effective resolution and protecting SLA compliance. Maintain the support process, investigate root causes, perform scheduled maintenance, and use knowledge articles to improve diagnosis and resolutions. Coordinate with product teams, vendors, and client IT groups, document and close incidents properly, and track incidents and CI-related information using approved tools and portals.

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FursaFursa
NTT
NTT
1 month ago

Technical Support Engineer L2

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Source: Company careers pageValidated by: Fursa AI
Last checked: 58 minutes agoStatus: Live

Job Summary

Provide remote technical support for clients as a developing L2 support engineer, diagnosing and resolving incidents while driving them to effective resolution and protecting SLA compliance. Maintain the support process, investigate root causes, perform scheduled maintenance, and use knowledge articles to improve diagnosis and resolutions. Coordinate with product teams, vendors, and client IT groups, document and close incidents properly, and track incidents and CI-related information using approved tools and portals.
Location: Nairobi
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Identify and maintain the support process to ensure support requests are handled per established procedures.
  • •Use approved software and tools to investigate and diagnose issues, collect performance statistics, and generate reports.
  • •Monitor service delivery against SLAs, maintain accurate records, and prioritize/diagnose incidents per procedures.
  • •Investigate root causes, implement resolutions, and escalate unresolved incidents promptly until resolved.
  • •Document, close incidents, and update systems/portals/ticketing tools; coordinate with product requests and stakeholders to resolve errors and problems.

Key Requirements

  • •2 years of relevant experience in a technical support role
  • •Developing knowledge of technical documentation
  • •Knowledge of vendor technologies such as Cisco, Juniper, Aruba, Mikrotik, Microsoft, Meraki, Sophos, Fortinet
  • •Customer service-oriented, proactive thinking with strong problem-solving and self-organization
  • •Bachelor’s degree (or equivalent) in Information Technology, Computing, or related field, plus professional-level networking certifications
Education:Bachelor's
Skills:Customer serviceCommunicationProblem-solvingSelf-organizedAnalytical thinking
Certifications:CiscoMicrosoftFortigateSophos
Tech Stack:CiscoJuniperArubaMikrotikMicrosoftMerakiSophosFortinetCI-related informationKnowledge articlesTicketing toolsService delivery monitoring

Company Brief

NTT
Dimension Data, operating under NTT Ltd, provides managed IT services, cloud and data center solutions, networking, cybersecurity, and digital transformation services to enterprise customers worldwide.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Valuation: Public Company (Market Cap in USD)
Headquarters: London, United Kingdom
Founded: 1983
WebsiteLinkedIn