We are a recognized provider of custom solutions across various verticals, specializing in the online entertainment industry with focus on sports in multiple countries. We offer turnkey large-scale computing solutions, systems support, web development and web-based applications, customized for the specific market needs and demands. Our software solutions gear our partners to gain mileage ahead of their rivals. KenTech’s mission is to build cutting-edge applications, which deliver long term commercial benefits and make technology an asset for our clients’ business. Our team of trailblazers, innovators, problem solvers and creative minds is seeking a Technical Support Engineer.

Technical Support Engineer

Reporting to the R&D Manager

We are looking for a Technical Support Engineer to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot software and hardware problems and help our customers install our applications. Technical Support Engineer responsibilities include resolving network issues, configuring operating systems and using remote access connections to provide immediate support. You will use email and chat applications to give clientsquick answers. For more complex problems that require detailedinstruction, you will provide clear, written instructions and technical manuals. Ultimately, you will be a person our customers trustandrely on to provide timely and accurate solutions to technical problems.

Duties and Responsibilities

  • Research and identify solutions to software and hardware issues
  • Diagnose and troubleshoot technical issues, including account setup and network configuration
  • Ask customers targeted questions to quickly understand the root of the problem
  • Track computer system issues through to resolution, within agreed time limits
  • Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
  • Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
  • Provide prompt and accurate feedback to customers
  • Refer to internal database or external resources to provide accurate tech solutions
  • Ensure all issues are properly logged
  • Prioritize and manage several open issues at one time
  • Follow up with clients to ensure their IT systems are fully functional after troubleshooting
  • Prepare accurate and timely reports
  • Document technical knowledge in the form of notes and manuals
  • Maintain jovial relationships with clients
  • Flexible for travel based on project needs

Knowledge and experience

  • Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
  • Hands-on experience with Windows/Linux/Mac OS environments
  • Good understanding of computer systems, mobile devices and other tech products
  • Ability to diagnose and troubleshoot basic technical issues
  • Familiarity with remote desktop applications and help desk software (eg. Zendesk)
  • Excellent problem-solving and communication skills
  • Ability to provide step-by-step technical help, both written and verbal
  • Excellent written and verbal communication skills
  • Proficient in English language

Qualification

  • BS degree in Information Technology, Computer Science or relevant field
  • Additional certification in Microsoft, Linux, Cisco or similar technologies is an advantage