Job Title: Technical Support Engineer

October 20, 2025 Kenya

Company: Vilcom
Job Type: Full Time
Qualification: BA/BSc/HND, Diploma
Experience: 1 year
Location: Nairobi
Job Field: ICT / Computer

Role Summary

The Technical Support Engineer plays a vital role in providing first-line technical support to customers, resolving service-related issues, and coordinating provisioning and field operations. The position ensures seamless service restoration, exceptional customer experience, and effective collaboration across departments.

Key Responsibilities

  • Act as the first point of contact for customer technical inquiries and support requests.
  • Diagnose and resolve issues promptly while maintaining high-quality service standards.
  • Log, monitor, and escalate support tickets within defined SLA timelines.
  • Coordinate with field teams for installations, maintenance, and service repairs.
  • Manage service provisioning, activations, and updates as per company procedures.
  • Maintain detailed records of customer interactions, issues, and resolutions.
  • Collaborate with cross-functional teams to improve customer satisfaction and operational efficiency.

Qualifications

  • Bachelor’s degree or Diploma in Information Technology, Computer Science, or a related field.
  • Technical certifications such as CCNA, CompTIA, or ITIL are an added advantage.
  • Minimum of 1 year 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 is a plus.
  • Strong customer-handling skills, professionalism, and empathy.
  • Commitment to customer satisfaction, teamwork, and service excellence.

Core Competencies

  • Excellent communication and problem-solving skills.
  • Strong attention to detail and organizational ability.
  • Ability to multitask and perform efficiently in a fast-paced environment.
  • Flexibility to work various shifts, weekends, and on-call duties.

How to Apply:
Interested and qualified candidates should send their applications to careers@vilcom.co.ke before 20th October 2025 (COB).

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