Technical Support Agent (L1) Job Influx, Nairobi, Kenya
About the role:
- We are seeking a dedicated and experienced Technical Support Agent to join our team. In this role, you will play a vital part in providing advanced technical support, performing deep-dive investigations into complex system behavior, and ensuring an exceptional standard of customer satisfaction.
- As a technical agent, you will bridge the gap between our customers, Engineering, QA, Infrastructure, and Product teams, translating complex technical challenges into clear solutions and actionable engineering insights.
Key Responsibilities
- User & Access Operations: Handle front-line account issues, including Single Sign-On (SSO) login friction, user account creation, account activation, and password resets.
- Alert Triage & Log Analysis: Monitor system health dashboards, review system log outputs, and parse JSON alert payloads to distinguish true operational incidents from system noise.
- Connectivity & Environmental Checks: Perform initial triage on local camera outages, VPN connectivity issues, firewall settings, and browser permission configurations.
- Incident Escalation & Handoffs: Write clear, structured handoff notes and incident observations to escalate complex issues seamlessly to L2 engineers and distributed regional teams.
- Runbook Adherence: Operate with high precision strictly within predefined standard operating procedures (SOPs) and read-only guidelines.
Requirements & Qualifications
- Technical Aptitude: Degree, diploma, or practical project experience in IT, Computer Science, System Administration, or a related field.
- Log & Alert Parsing: Demonstrated ability to read system logs and parse JSON alert outputs.
- Communication: Exceptional written and spoken English skills, with the ability to write concise technical summaries (verified via assessment).
- Attention to Detail: Meticulous process discipline with the ability to triage concurrent alerts accurately without making unauthorized system changes.
- Roster Flexibility: Full commitment to a 24/7 staggered 5-day work schedule (44 hours/week), including weekend shifts, public holiday coverage, and rotational days off during the week. Minimum 6-month commitment to the role.
Nice-to-Haves / Bonus Points
- Python Skills: Experience reading and writing Python code.
- Experience in an IT Helpdesk, Network Operations Center (NOC), or B2B SaaS support role.
- Familiarity with ticketing platforms (e.g., Zendesk) and monitoring dashboards.
What we offer:
- Work from home (WFH) arrangement.
- A supportive, collaborative, and high-performance environment at work that supports a life outside work.
- A set of international clients with high standards of excellence.
- An international team.
- Comprehensive training to equip you with the knowledge and skills necessary to excel in the role.
- Plenty of opportunities to learn from, and work with, high-performing colleagues in a fast-paced environment.
How We Operate / Our Values:
- Treat others as you would like to be treated
- Do what you say you’re going to do. Show, don’t tell
- Prioritize the listener
- Focus on the facts
How to Apply
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