Technical Support Engineer
Pycs
Nairobi, Kenya
Full Time
ICT / Computer
ICT / Computer
Published March 10, 2026
Job Description
Provide first-level technical support for software users in Nairobi, handling incidents, monitoring performance, maintaining documentation, and collaborating with development teams while managing cloud tools and ensuring system reliability.
Key Responsibilities
- Provide accurate and timely first-level technical support for customer inquiries related to software usage, responding within SLA during assigned shifts.
- Monitor software applications to ensure functionality and performance, addressing issues promptly.
- Respond to malfunction alerts based on priority, adhering to SLA response times.
- Maintain and update a knowledge base with detailed resolution steps for common issues.
- Collaborate with development and quality assurance teams to report software malfunctions and help implement solutions within SLA.
- Generate and distribute weekly and monthly reports on system performance.
- Escalate unresolved technical issues to higher-level support teams and ensure timely resolution.
- Log all customer interactions and technical solutions accurately in the service management tool.
- Conduct customer meetings to understand issues and provide effective solutions.
- Regularly update and refine system documentation for customers and internal teams.
- Monitor transactions to ensure completion within agreed timeframes, escalating delays as necessary.
- Manage and optimize tools such as AWS, MS Azure, Grafana, and PagerDuty.
- Set up and support internal users’ hardware and software needs.
- Ensure all system components are covered by an antimalware solution.
- Conduct semi-annual reviews of user and vendor accounts, ensuring access aligns with job functions and obtaining management approval for changes.
- Perform daily incremental and weekly full backups, and periodically restore backup files to validate integrity and recovery capability.
- Maintain a centralized, up-to-date asset inventory, reviewing access controls and conducting regular audits.
- Apply OS patches according to a defined schedule or in emergencies when vulnerabilities are disclosed.
- Participate in employee onboarding, training new junior hires on system usage, troubleshooting procedures, and support workflows.
- Mentor junior staff in software support practices.
- Engage in ongoing professional development to stay current with industry trends.
- Perform any other duties required to support the business as needs evolve.
Requirements
- Bachelor’s degree (BA/BSc/HND) in Computer Science or a related technical field.
- Minimum of 3 years experience in software or application support roles.
- Proven experience with relational databases.
- Proficient in software troubleshooting and technical support.
- Understanding of IT service management and familiarity with tools such as ServiceNow or Jira.
- Familiarity with AWS, Azure, Grafana, and PagerDuty.
- Ability to work shift‑based schedules and adapt to flexible hours.
- Excellent communication and interpersonal skills.
- Strong analytical and solution‑oriented approach.
How to Apply
Interested and qualified candidates should apply via Pycs on pycs.zohorecruit.com.
Ready to Apply?
Contact the company directly to apply for this position.
Job Summary
| Company: | Pycs |
| Location: | Nairobi, Kenya |
| Type: | Full Time |
| Industry: | ICT / Computer |
| Posted: | 03/10/2026 |