Service Centre Technician

1 day ago

Nairobi, Nairobi Area, Kenya SICPA SA Full time 900,000 - 1,200,000 per year

JOB: SERVICE CENTRE TECHNICIAN   

JOB PURPOSE:

Actively participate in all Service Centre activities for the SICPATRACE solution in Kenya, including the Support Line and support email account, in order to ensure efficient and effective support for the operation of the system.

JOB RESPONSIBILITIES

Main Responsibilities


  2. Actively participate in all Service Centre activities, including the central Support Line and support email account )), to ensure that all inquiries and requests are quickly answered and promptly resolved / fulfilled.
  3. Serve as a first point of contact for the customer and system users for solution service and support.
  4. Coordinate with the Field Service & Support and IT Support teams to ensure that all corrective maintenance activities are fulfilled in a timely and efficient manner.
  5. Ensure that external and internal SLAs are met and that issues are escalated appropriately and resolved in a timely manner.

Incidents, Problems & CRs


  2. Actively participate in the management of work on incidents, problems and change requests, including planning and coordination with the customer (KRA), the local Field Service & Support and IT Support teams, and the external 3rd level support teams (CH & ES), key deliverable reviews, acceptance testing, and deployment coordination.
  3. Analyse incident and PRB trends and raise PRBs of repeat incident occurrences.
  4. Close incidents, problems and CRs after verification that the underlying issue(s) have been resolved.

Training


  2. Actively participate in the development and delivery of solution-related trainings for the customer and taxpayer system users
  3. Actively participate in development and delivery of internal training materials and provision of training sessions for new and existing team members.

Status Reporting


  2. Responsible for status reporting, including Operational Performance Management and Service Management reports, as scheduled or as required.

Coordination of Releases


  2. Actively participate in the communication and coordination of releases and upgrades, both internally and externally.

General/ Other activities


  2. Ensure that all SICPA policies, including those concerning Health, Safety and Environmental protection, are respected, and implement or propose improvements in such practices.
  3. Contribute to the development and maintenance of policies, processes and procedures for SICPA Kenya, including those for operations, maintenance, and support
  4. Management of special tasks, projects or initiatives to improve quality, efficiency, or cost effectiveness of the solution or the local entity team, as agreed with the General Manager

Participate in general management and administrative tasks for the Local Entity, as requested by the General Manager.

Specific knowledge linked to the work:

Mandatory:

  • Strong troubleshooting skills and demonstrated abilities to diagnose and analyse software issues
  • Experience managing 1st level support activities (Service Center, Support Line, etc.)
  • Experienced with quality and performance monitoring processes
  • Experience with Microsoft Office tools (Excel, Word, PowerPoint, Visio)

Knowledge in one or more of the following fields a plus:

  • Experience troubleshooting computer networks
  • Knowledge of basic IT support procedures and tools

  • Regional Service Centre Technician

    1 day ago

    Nairobi, Nairobi Area, Kenya Sun King Full time 300,000 - 600,000 per year

    Regional Service Centre TechnicianDepartment: OperationsEmployment Type: Permanent - Full TimeLocation: KenyaReporting To: Head of Clean CookingDescription Job Location: Nairobi, KenyaAbout the role:The role holder will be in charge of providing high-quality technical assistance and repairs to walk-in customers and partners at regional experiential centres....

  • Audio - Visual Technician

    1 day ago

    Nairobi, Nairobi Area, Kenya RCCG - Solution Centre Family Full time 900,000 - 1,200,000 per year

    Audio-Visual Technician Job. Technician Jobs In KenyaReports To: AdministratorEmployment Type: Full-timeRole OverviewThe Audio- Visual Engineer will be responsible for managing all aspects of sound during worship services and events at Redeemed Christian Church of God, Solution Centre Nairobi. This role ensures the highest quality audio experience for both...

  • Service Centre Technician- Phones

    1 day ago

    Nairobi, Nairobi Area, Kenya Sun King Full time 300,000 - 600,000 per year

    Service Centre Technician- PhonesDepartment: OperationsEmployment Type: Permanent - Full TimeLocation: KenyaReporting To: Aftersales ManagerDescription Job Location: Tatu City, KenyaAbout the role:The role holder will be in charge of inspecting, diagnosing, and grading customer-returned mobile devices to ensure they meet Sun King's quality standards. They...

  • Service Centre Technician

    1 week ago

    Nairobi, Nairobi Area, Kenya AA Kenya Full time 360,000 - 1,200,000 per year

    Company Profile;AA Kenya PLC is the largest motoring organization in Kenya with affiliation to FIA. For over 105 years, AA has played a major role in defining the Automobile industry in Kenya. Our strategic vision is to expand our footprint across major towns in Kenya while diversifying our service offerings for sustainable growth.As part of our road safety...

  • Installation & Service Technician

    1 day ago

    Nairobi, Nairobi Area, Kenya Career Directions Limited (CDL) Full time $40,000 - $60,000 per year

    Our client, a Starlink products reseller, is seeking to hire an Installation & Service Technician. Job Purpose:To carry out efficient installations, deliver quality technical support, resolve issues promptly, and ensure high customer satisfaction while identifying potential sales opportunities.Key Responsibilities:• Install and service Starlink kits...

  • Customer Service Support

    1 day ago

    Nairobi, Nairobi Area, Kenya Dev Centre House Ireland Full time 90,000 - 120,000 per year

    Company DescriptionDev Centre House helps enterprise clients transform their businesses digitally by providing expert software engineering services. Our teams have built software products used by millions of people. We are a highly motivated team of software people who believe that passion for work can impact the world through excellent code and beautiful...

  • Service Centre Technician- Phones

    7 days ago

    Nairobi, Nairobi Area, Kenya Sun King Full time 30,000 - 60,000 per year

    Department Operations Employment Type Permanent - Full Time Location Kenya Workplace type Onsite Reporting To Aftersales Manager What you would be expected to do: You might be a strong candidate if you: What we offer: About Sun King Sun King is the world's leading off-grid solar energy company, combining cutting-edge product design, fintech,...

  • Pharmacy Technician

    1 day ago

    Nairobi, Nairobi Area, Kenya lumina pharmacy limited Full time 60,000 - 120,000 per year

    Company DescriptionWe suggest you enter details hereRole DescriptionThis is a full-time on-site role for a Pharmacy Technician located in Nairobi. The Pharmacy Technician will be responsible for selling and dispensing prescriptions, managing inventory control, and providing excellent customer service.QualificationsExperience in preparing and dispensing...

  • Pharmaceutical Technician

    1 day ago

    Nairobi, Nairobi Area, Kenya SASAdoctor Full time 120,000 - 180,000 per year

    Company DescriptionSASAdoctor is a HIPPA Accredited healthcare company specializing in telemedicine by combining virtual and in-person support to provide affordable and convenient care. With the SASAdoctor APP, patients can access 24/7 medical consultations, obtain medications, labs, and diagnostic services, and access their personal medical records....

  • Maintenance Technician

    1 week ago

    Nairobi, Nairobi Area, Kenya Nu Health Agency Ltd. Full time 120,000 - 180,000 per year

    FACILITY MAINTENANCE TECHNICIANJOB SUMMARY:We are seeking a skilled and experiencedFacility Maintenance Technicianto join our client's team inKuwait. The ideal candidate will be responsible for maintaining, troubleshooting, and repairing a wide range of automotive workshop equipment and facility infrastructure. This position is perfect for professionals with...