Remote IT Support Engineers (Agent Based) Jobs in Kenya

Jobs: Remote IT Support Engineers – Agent Based

Cyrron Limited is a Remote Tech Support company providing professional support services.
The company requires IT Support Engineer to be responsible for handling incoming calls to the Group IT helpdesk system.
To be the first point of contact for internal IT helpdesk issues.

Duties:

• Identify, log, categorise, prioritise and respond to incoming support calls within agreed SLA’s.
• Diagnose and resolve basic support incidents.
• Keep accurate and contemporaneous records of support activity.
• Appropriately escalate support calls in a timely manner and within SLA.
• Undertake operational duties, including Event Management and System Administration as required.
• Manage own workload effectively.
• Escalation of incidents and requests in a timely and appropriate manner.
• Accurate and timely recording of operational activity, to agreed standards.
• Develop both internal and external relationships to enhance service provision.
• Understand and be able to work within and to SLA.
• Contribute to the continuous process improvement regime.
• Collaborate with others to achieve high standards of customer satisfaction and escalate anything that cannot be resolved.
• Act as a point of reference for queries from other team members.
• Understand the need to adapt your style to suit the customer; communicate in a clear and confident manner
• Monitor individual performance metrics and liaise with managers and customers to ensure SLAs are not breached
• Engage relevant team members (or other colleagues) early in the process.

Key Skills:

• Keen interest in a career in IT Support
• A working knowledge of Microsoft Client Operating Systems and Applications.
• Knowledge of Linux
• An aptitude for IT in a support capacity.
• Ability to put customers at ease and deal sensitively with issues/complaints.
• A keen and willing approach to learning new skills
• Excellent verbal and written skills
• Excellent customer service and communication

How to Apply

All applications must be submitted to hr@cyrron.co.ke on or before 17/7/2015.
For more information visit www.cyrron.co.ke