Technical Support Analyst Job in Kenya

 Job Title: Technical Support Analyst

Hiring Organization: Procept Africa
Location – Locality: Nairobi
Location – Region: Kenya
Industry: IT
Job Type: Full Time
Salary: KES
Date Posted: 05/13/2024

Procept Associates Professional Services Limited (Procept Africa) is a franchisee of Procept Associates Ltd, Canada. We specialize in consulting, training and software solutions, through a network of associates and partners, using best practice frameworks in Canada, Nigeria, South Africa, Zambia, Ghana, Rwanda, Kenya and now Uganda.

Procept is recruiting to fill the position of Technical Support Analyst, who is ITIL Certified, has Excel, PowerPoint, communication & analytical skills and fintech technical background. The idea candidate must have knowledge of Agile, Fintech Awareness, and at least 2-3 years’ experience.

The Technical Support Analyst will provide essential support to our partners’ business operations, ensuring the smooth functioning of IT services and systems.

Job Description

  • Offer first-level technical support to end-users, addressing and resolving IT issues and incidents in a timely manner.
  • Collaborate with team members and escalate complex issues as necessary.
  • Maintain accurate records of reported issues, resolutions, and troubleshooting steps.
  • Prepare reports on support activities and performance metrics as required.
  • Clearly communicate technical solutions and instructions to non-technical users.
  • Work closely with users and other support staff to ensure effective communication and service delivery.
  • Adhere to ITIL best practices and processes for incident management, problem management, and service request fulfillment.
  • Contribute to ongoing improvements in support processes and procedures.
  • Provide exceptional customer service, striving to ensure a positive experience for end-users.
  • Proactively gather feedback from users to identify areas for improvement.


  • Bachelor’s degree in Computer Science, Information Technology, or a related field.
  • Certification in ITIL Foundation.
  • Proficiency in Microsoft Excel and PowerPoint for data analysis and presentation.
  • Excellent communication and interpersonal skills, with the ability to interact effectively with Fintech clients.
  • Analytical abilities and problem-solving skills.
  • Background in Fintech with awareness of industry trends and technologies.
  • Knowledge of Agile methodologies is Compulsory.
  • 2-3 years of experience in a similar technical support role within the Fintech sector.

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