Senior Advanced Support Engineer

4 days ago

Nairobi, Nairobi Area, Kenya talent match africa. Full time 1,200,000 - 2,400,000 per year

About Us

talent match africa connects experienced professionals in Africa (just like you) with international employers from around the world (places like the USA, Australia, the UK, India, and Europe). Since 2016, we've been providing employability services to professionals across technology, finance, digital marketing, graphic design, and more. We currently have several permanent roles available at our offices in Nairobi, (Kenya) Cape Town (Wynberg), Johannesburg (Sandton) and Durban (Umhlanga), working for incredible international companies.

We are on the hunt for a Senior Advance Support Engineer to join our client's team.

What You'll Be Doing

As a
Senior Advanced Support Engineer
, you will take the lead in managing complex technical issues, ensuring exceptional service delivery, and driving operational excellence within the support team. You'll serve as the escalation point for critical support requests, resolve advanced infrastructure and cloud-related incidents, and provide mentorship to junior engineers. Your role will also focus on enhancing processes, implementing automation solutions, and strengthening the overall customer experience through proactive problem-solving and continuous improvement initiatives.

Key Responsibilities:

  • Resolve Complex Technical Issues: Serve as the escalation point for advanced support tickets involving infrastructure, systems, and cloud platforms.
  • Mentor Junior Engineers: Provide technical guidance, training, and quality assurance to improve team capability and knowledge sharing.
  • Drive Process Improvements: Identify inefficiencies in support workflows and lead automation, documentation, and optimization initiatives.
  • Deliver Exceptional Client Support: Engage directly with clients to troubleshoot critical incidents, ensuring timely resolution and high satisfaction.
  • Manage Infrastructure & Cloud Operations: Support deployments, migrations, and integrations across Windows, Linux, macOS, Google Workspace, and Microsoft 365 environments.
  • Collaborate Across Teams: Work with internal stakeholders and external vendors to resolve complex service issues and improve system reliability.
  • Ensure Compliance & Security Standards: Maintain documentation, participate in audits, and uphold IT security and operational best practices.

Where and how you can work

To be successful, you'll need to:

  • Work on-site from our office
  • Be willing to work non-traditional local office hours.
  • Be excited about a global opportunity with an international company.
  • Have excellent written and verbal communication skills in English.

We make hiring decisions based on your experience, skills and passion, as well as how you can enhance our clients' businesses and their culture. When you apply, please tell us the pronouns you use and any reasonable adjustments you may need during the interview process.

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