Technical Support Engineer Job at NTT Ltd | IT Support Careers

NTT Ltd is seeking a dedicated Technical Support Engineer to ensure effective resolution of technical incidents and maintenance support in Nairobi. This critical IT support job in Kenya requires a Bachelor’s degree or equivalent in IT or Computing, and professional-level certification in various Networking technologies (Cisco, Microsoft, Fortigate, Sophos, etc.). The Engineer will be responsible for 24/7 incident diagnosis and resolution, utilizing approved software and tools (ticketing tools), maintaining accurate records of service delivery against SLAs, and investigating root causes of incidents (RCA) while collaborating with global vendors and client IT teams.

About NTT Ltd

NTT Ltd is a global technology services company, providing managed services, infrastructure solutions, and consulting across networks, data centers, security, and applications. The Technical Support Engineer role is vital for maintaining high service availability and ensuring client satisfaction through proactive incident management and maintenance support across diverse vendor technologies.

Role Overview

The Technical Support Engineer provides frontline and remote technical expertise, prioritizing and diagnosing incidents according to established procedures. Key duties involve ensuring all support requests adhere to SOPs, effectively using knowledge articles for diagnosis, performing scheduled maintenance tasks, coordinating product requests, and meticulously updating all systems, portals, and ticketing tools. The role requires a customer-focused, proactive problem-solver with strong logical thinking and communication skills.

Key Responsibilities

• Incident Management: Prioritize and diagnose incidents according to established procedures; investigate root causes of incidents and implement resolutions; escalate unresolved incidents promptly and follow up until closure.
• SLA Monitoring: Ensure effective support processes; monitor service delivery against Service Level Agreements (SLAs) and maintain accurate records of relevant information.
• Maintenance & Tools: Execute scheduled maintenance tasks as per defined standards; utilize approved software and tools to investigate and diagnose issues and collect performance statistics.
• Knowledge Management: Ensure effective use of knowledge articles for incident diagnosis and resolution and assist in updating them.
• Collaboration & Coordination: Collaborate with all internal and external stakeholders (client IT teams, vendors, carriers) to expedite diagnosis and resolution of errors; coordinate product requests.
• Documentation & Asset Protection: Ensure proper documentation and closure of resolved incidents; track, log, and correct CI-related information, ensuring protection of assets from unauthorized changes.
• Feedback: Provide continuous feedback to clients and stakeholders, and update all systems, portals, and ticketing tools as per standard operating procedures.

Qualifications & Experience

• Education: Bachelor’s degree or equivalent in Information Technology or Computing or related field.
• Certification: Professional level certification in different Networking technologies such as Cisco, Microsoft, Fortigate, Sophos (mandatory).
• Knowledge: Developing knowledge of technical documentation; knowledge of various vendor technologies (Cisco, Juniper, Aruba, Mikrotik, Fortinet, etc.).
• Skills: Good analytical and logical thinking; excellent spoken and written communication skills; customer service oriented, highly driven, and self-organized.

How to Apply

Qualified support engineers for this essential Nairobi IT job should submit their application through the official online portal:  NTT Ltd on careers.services.global.ntt

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