Technical Support Engineer L2 at NTT Ltd in Nairobi, Kenya

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    Technical Support Engineer L2

    NTT LtdNairobi, Kenya

    Posted

    1 week ago

    Apply by

    27 Aug

    Full Time
    On Site
    Mid
    ICT & Telecommunications
    IT & Software

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    Job Description

    The Technical Support Engineer L2 is a developing engineering role within region and is responsible for providing a professional remote technical support service to clients by identifying and resolving technical incidents and problems. Through pre-emptive service incident and resolution activities, this role will restore service to clients by driving incidents to an effective resolution and ensuring all requests, process events and resolution incidents result in zero missed service level agreement SLA conditions.

    Key Responsibilities

    • Identify, and maintain the support process and ensure all requests for support are handled in accordance with established procedures.
    • Utilize approved software and tools to investigate and diagnose issues, collect performance statistics, and generate reports while collaborating with users, team members, and vendors as needed.
    • Execute scheduled maintenance tasks as per defined standards.
    • Ensure effective use of knowledge articles for incident diagnosis and resolution and assist in updating them when required.
    • Perform tasks to monitor service delivery against Service Level Agreements SLAs and maintain accurate records of relevant information.
    • Prioritize and diagnose incidents according to established procedures.
    • Investigate root causes of incidents and implement resolutions.
    • Escalate unresolved incidents promptly and follow up until resolution is achieved.
    • Provide service recovery and ensure proper documentation and closure of resolved incidents in line with agreed procedures.
    • Apply tools, techniques, and processes to track, log, and correct CI-related information, ensuring protection of assets from unauthorized changes or misuse.
    • Conduct remote investigations to identify root causes of incidents and assist in implementing agreed remedies and preventive measures.
    • Ensure efficient and comprehensive resolution of incidents, including coordinating product requests and collaborating with team members.
    • Provide continuous feedback to clients and stakeholders, and update all systems, portals, and ticketing tools as per standard operating procedures.
    • Collaborate with all stakeholders—including client IT teams, vendors, carriers, and colleagues—to expedite diagnosis and resolution of errors and problems.

    Required Qualifications

    • 2 years relevant working experience in a technical support role
    • Developing knowledge of technical documentation.
    • Knowledge of vendor technologies, such as Cisco, Juniper, Aruba, Mikrotik, Microsoft, Meraki, Sophos, Fortinet etc.
    • Customer service orientated and pro-active thinking.
    • Problem solver who is highly driven and self-organized.
    • Good attention to detail.
    • Good analytical and logical thinking.
    • Excellent spoken and written communication skills.
    • Team player with the ability to work well with others and in group with colleagues and stakeholders.
    • Soft skills – customer service, communication skill.
    • Bachelor's degree or equivalent in Information Technology or Computing or related field.
    • Professional level certification in different Networking technologies such as Cisco, Microsoft, Fortigate, Sophos.

    Job Details

    Job Function

    IT & Software

    Minimum Experience

    2 years

    Education Level

    Bachelor’s Degree

    Area of Study

    Information Technology

    Field of Study

    Information Technology

    Languages

    English

    Additional Information

    How to Apply: Interested and qualified? Go to NTT Ltd on careers.services.global.ntt to apply.

    Show Your Troubleshooting Flow in the Interview

    This role is all about methodical incident resolution under SLA pressure. Hiring managers want to see how you think through a network fault, not just what tools you've touched.

    1. Map your diagnostic process: Walk through a real incident you resolved end-to-end. Start with the ticket, then the steps you took to isolate the fault, and how you confirmed the fix. Be ready to explain why you chose each step.

    2. Know your vendor gear: Cisco, Juniper, Aruba, Mikrotik, Microsoft, Meraki, Sophos, Fortinet — you don't need to be an expert in all, but be ready to discuss your hands-on experience with at least two. Mention specific commands or features you've used.

    3. Talk SLA language: Understand what an SLA is and how you've helped meet one. Give an example where you prioritized incidents based on impact and urgency, and how you communicated updates to the client.

    4. Prepare a documentation sample: Bring a clean, concise troubleshooting note or knowledge article you've written. It shows you can document for others to reuse — a key part of this role.

    5. Show you can escalate smart: Describe a time you escalated an issue. What made you escalate, who did you involve, and how did you keep the client informed until it was resolved?

    6. Practice the soft skills: This role needs customer service and communication. Prepare a story where you calmed an upset client or explained a technical issue to a non-technical person.

    7. Certifications matter: If you have any networking certs (CCNA, etc.), highlight them. If not, show you're actively studying — that signals drive.

    8. Ask about the team: When you get to ask questions, ask about the team structure, the tools they use, and how they handle after-hours support. It shows you're thinking about the day-to-day realities.

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    Tags

    technical support
    networking
    Cisco
    Microsoft
    SLA