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    Support Engineer at - Nairobi, Kenya - SportPesa

    SportPesa
    SportPesa Nairobi, Kenya

    13 hours ago

    Default job background
    Full time
    Description
    SportPesa, is a Kenya-based sports betting website owned and operated by Pevans East Africa Limited.

    The website is licensed by the BCLB (Betting Control and Licensing Board of Kenya) under the Betting, Lotteries and Gaming Act.

    Duties and Responsibilities


    Manage Internal Systems:

    Responsible for the administration and maintenance of internal systems including Linux and Windows Servers, Load balancers, Webservers, and Queueing systems.

    Ensure their smooth operation and availability to meet business needs.
    Provide 1st and 2nd

    Line Support:

    Handle troubleshooting of IT-related problems ranging from office productivity software to hardware such as Laptops, PCs, Macs, and Printers.

    Diagnose issues and provide timely resolutions to minimize downtime and optimize productivity.

    Ticket Management:
    Receive, log, and close IT-related tickets for support from staff and customer care.

    Utilize an ITSM system to effectively manage tickets, prioritize tasks, and ensure timely resolution within agreed Service Level Agreements (SLAs).


    Troubleshoot System Issues:
    Perform troubleshooting of basic system issues to identify root causes and implement corrective actions. Collaborate with team members or external vendors as needed to resolve complex technical issues.

    User Problem Ownership:

    Take ownership of user problems and proactively follow up on the status of issues on behalf of the user.

    Communicate progress and resolutions in a clear and timely manner to ensure customer satisfaction and transparency.


    Maintain High Customer Service Standards:
    Maintain a high degree of customer service for all support queries by providing timely and effective assistance. Adhere to service management principles and best practices to ensure consistent service delivery.
    Monitor and Ensure SLA Compliance: Monitor and follow up on tickets in the ITSM system to ensure Service
    Level Agreements (SLAs) are met. Provide regular updates and statistics for weekly reports on different systems as applicable.

    Documentation Management:
    Maintain up-to-date documentation of supported systems including configurations, procedures, and troubleshooting guides. Ensure documentation is easily accessible and comprehensive to facilitate knowledge sharing and support continuity.

    Coordinate External Technical Support:
    Coordinate and arrange for external technical support when problems cannot be resolved in-house. Liaise with external vendors or service providers to escalate and resolve complex technical issues effectively.

    Basic Programming and Automation:
    Engage in basic programming tasks to develop automation scripts and systems. Contribute to improving operational efficiency by automating repetitive tasks and streamlining workflows where applicable.
    To arrange for external technical support where problems cannot be resolved in house.

    Qualifications

    An ITIL qualification
    A professional qualification certification (MCP, CCNA, etc.) would be desirable.
    Excellent communication skills, written and verbal.
    Excellent organizational skills
    2 years previous in a busy ITIL-oriented environment
    Incident Management experience – Managing incidents including business expectations and communication
    Strong knowledge of Microsoft and Linux based operating systems.
    Knowledge in Linux OS, Windows OS, DNS, Load balancing, basic networking, Containerization
    Experience with using and troubleshooting user machines within a network environment
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