Technical Support Technician Job in Kenya

Mission Statement for the Role: 

Level 2 in-depth troubleshooting and back-end analysis with the aim of providing solutions and recommendations for both customer and technical related incidents.

Overall Responsibility: 

To address and resolve technical escalations from the contact center, support field service partners and follow up on network downtimes with the NOC team.




Individual Contributor

Key SMART Results for A-Player Success

Ensure all technical issues escalated from Level 1 teams are resolved within 1 hour with detailed updated respective tickets – By the end of Q4 2024

Escalate 100% issues and patterns associated with network performance and availability to the NOC team for resolution at the end of every 8-hour shift (E.g. sector load/performance issues) – By the end of Q4 2024

Ensure that all escalated issues with common problems & root causes are identified and proposed resolutions communicated with NOC / Level 1 teams within 1 hour – By the end of Q4 2024

Ensure all customer complaints that can be resolved on first call resolution are identified and shared to the Technical Operations Manager, at the end of every 8-hour shift, for training of L1 team – By the end of Q4 2024

Address all technical issues escalated in regard to installation and field support by service partners within 10 minutes during working hours – By the end of Q4 2024

Support in the creation, management and adherence of detailed departmental documentation and processes – By the end of Q4 2024

Level of Management Experience Required (Mandatory & Nice to Have)


Department stage of development where this role sits


Key Competencies (H, M, L)

Have knowledge of routing, switching protocols, IT systems and radio frequency – H

Results-oriented with a track record of working in high-pressure Business to Consumer (B2C) technical support environment – H

Exceptional interpersonal, verbal and written communication, and conflict resolution skills – H

Customer-focused with strong analytical, troubleshooting & problem-solving skills – H

Have experience using CRM and remote support tools, with demonstrated end to end ownership of escalated customer issues – H

Have experience working within a fast-paced high pressure Level 2 support environment in the Telecommunications sector for at least 2 years – H

Ability to communicate technical information in an accessible manner to non-technical employees – H

Mandatory criteria if any with no exceptions to hire

Must have worked in a Business to Consumer (B2C) technical support team in the telecommunications sector for 2+ years

How To Apply

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