{"id":100553,"date":"2026-07-10T19:58:31","date_gmt":"2026-07-10T19:58:31","guid":{"rendered":"https:\/\/jobs.dataaxisnode.com\/kenya\/uncategorized\/technical-support-engineer-l2\/"},"modified":"2026-07-10T19:58:31","modified_gmt":"2026-07-10T19:58:31","slug":"technical-support-engineer-l2","status":"publish","type":"post","link":"https:\/\/jobs.dataaxisnode.com\/kenya\/jobs\/nairobi\/technical-support-engineer-l2\/","title":{"rendered":"Technical Support Engineer L2"},"content":{"rendered":"<p><script type=\"application\/ld+json\">{\"@context\": \"https:\/\/schema.org\/\", \"@type\": \"JobPosting\", \"title\": \"Technical Support Engineer L2\", \"description\": \"Your day at NTT DATA\\nThe 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.\\nThrough 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.\\nKey Responsibilities\\nIdentify, and maintain the support process and ensure all requests for support are handled in accordance with established procedures.\\nUtilize 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.\\nExecute scheduled maintenance tasks as per defined standards.\\nEnsure effective use of knowledge articles for incident diagnosis and resolution and assist in updating them when required.\\nPerform tasks to monitor service delivery against Service Level Agreements SLAs and maintain accurate records of relevant information.\\nPrioritize and diagnose incidents according to established procedures.\\nInvestigate root causes of incidents and implement resolutions.\\nEscalate unresolved incidents promptly and follow up until resolution is achieved.\\nProvide service recovery and ensure proper documentation and closure of resolved incidents in line with agreed procedures.\\nApply tools, techniques, and processes to track, log, and correct CI-related information, ensuring protection of assets from unauthorized changes or misuse.\\nConduct remote investigations to identify root causes of incidents and assist in implementing agreed remedies and preventive measures.\\nEnsure efficient and comprehensive resolution of incidents, including coordinating product requests and collaborating with team members.\\nProvide continuous feedback to clients and stakeholders, and update all systems, portals, and ticketing tools as per standard operating procedures.\\nCollaborate with all stakeholders\u2014including client IT teams, vendors, carriers, and colleagues\u2014to expedite diagnosis and resolution of errors and problems.\\nKnowledge and Attributes:\\n2 years relevant working experience in a technical support role\\nDeveloping knowledge of technical documentation.\\nKnowledge of vendor technologies, such as Cisco, Juniper, Aruba, Mikrotik, Microsoft, Meraki, Sophos, Fortinet etc.\\nCustomer service orientated and pro-active thinking.\\nProblem solver who is highly driven and self-organized.\\nGood attention to detail.\\nGood analytical and logical thinking.\\nExcellent spoken and written communication skills.\\nTeam player with the ability to work well with others and in group with colleagues and stakeholders.\\nSoft skills \u2013 customer service, communication skill.\\nAcademic Qualifications and Certifications:\\nBachelor's degree or equivalent in Information Technology or Computing or related field.\\nProfessional level certification in different Networking technologies such as Cisco, Microsoft, Fortigate, Sophos.\", \"datePosted\": \"2026-07-09\", \"hiringOrganization\": {\"@type\": \"Organization\", \"name\": \"NTT Ltd\"}, \"jobLocation\": {\"@type\": \"Place\", \"address\": {\"@type\": \"PostalAddress\", \"addressLocality\": \"Nairobi\", \"addressCountry\": \"KE\"}}, \"directApply\": true, \"validThrough\": \"2026-07-23T23:59:59\", \"employmentType\": \"FULL_TIME\"}<\/script><\/p>\n<p><strong>Company:<\/strong> NTT Ltd<\/p>\n<p><strong>Location:<\/strong> Nairobi<\/p>\n<p><strong>Job Type:<\/strong> Full Time , Hybrid<\/p>\n<p><strong>Apply Before:<\/strong> 2026-07-23<\/p>\n<h3>Job Description<\/h3>\n<p>Your day at NTT DATA<br \/>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.<br \/>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.<br \/>Key Responsibilities<br \/>Identify, and maintain the support process and ensure all requests for support are handled in accordance with established procedures.<br \/>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.<br \/>Execute scheduled maintenance tasks as per defined standards.<br \/>Ensure effective use of knowledge articles for incident diagnosis and resolution and assist in updating them when required.<br \/>Perform tasks to monitor service delivery against Service Level Agreements SLAs and maintain accurate records of relevant information.<br \/>Prioritize and diagnose incidents according to established procedures.<br \/>Investigate root causes of incidents and implement resolutions.<br \/>Escalate unresolved incidents promptly and follow up until resolution is achieved.<br \/>Provide service recovery and ensure proper documentation and closure of resolved incidents in line with agreed procedures.<br \/>Apply tools, techniques, and processes to track, log, and correct CI-related information, ensuring protection of assets from unauthorized changes or misuse.<br \/>Conduct remote investigations to identify root causes of incidents and assist in implementing agreed remedies and preventive measures.<br \/>Ensure efficient and comprehensive resolution of incidents, including coordinating product requests and collaborating with team members.<br \/>Provide continuous feedback to clients and stakeholders, and update all systems, portals, and ticketing tools as per standard operating procedures.<br \/>Collaborate with all stakeholders\u2014including client IT teams, vendors, carriers, and colleagues\u2014to expedite diagnosis and resolution of errors and problems.<br \/>Knowledge and Attributes:<br \/>2 years relevant working experience in a technical support role<br \/>Developing knowledge of technical documentation.<br \/>Knowledge of vendor technologies, such as Cisco, Juniper, Aruba, Mikrotik, Microsoft, Meraki, Sophos, Fortinet etc.<br \/>Customer service orientated and pro-active thinking.<br \/>Problem solver who is highly driven and self-organized.<br \/>Good attention to detail.<br \/>Good analytical and logical thinking.<br \/>Excellent spoken and written communication skills.<br \/>Team player with the ability to work well with others and in group with colleagues and stakeholders.<br \/>Soft skills \u2013 customer service, communication skill.<br \/>Academic Qualifications and Certifications:<br \/>Bachelor&#8217;s degree or equivalent in Information Technology or Computing or related field.<br \/>Professional level certification in different Networking technologies such as Cisco, Microsoft, Fortigate, Sophos.<\/p>\n<h3>How to Apply<\/h3>\n<p>Interested and qualified? Go to NTT Ltd on careers.services.global.ntt to apply<br \/>Build your CV for free. Download in different templates.<\/p>\n<p><a href=\"https:\/\/www.myjobmag.co.ke\/apply-now\/1273899\" target=\"_blank\" rel=\"noopener\" style=\"display:inline-block;padding:10px 20px;background:#2271b1;color:#fff;text-decoration:none;border-radius:4px;\">Apply Now<\/a><\/p>\n<p><small>Source: MyJobMag<\/small><\/p>\n<p><!-- job-expiry: 2026-07-23 --><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Company: NTT Ltd Location: Nairobi Job Type: Full Time , Hybrid Apply Before: 2026-07-23 Job Description Your day at NTT DATAThe 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 [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_feature_clip_id":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_post_was_ever_published":false},"categories":[1408,1409],"tags":[1416,1413,1412,1934],"class_list":["post-100553","post","type-post","status-publish","format-standard","hentry","category-jobs","category-nairobi","tag-full-time-hybrid","tag-job-listing","tag-myjobmag","tag-ntt-ltd"],"jetpack_featured_media_url":"","jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/posts\/100553","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/comments?post=100553"}],"version-history":[{"count":0,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/posts\/100553\/revisions"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/media?parent=100553"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/categories?post=100553"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/tags?post=100553"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}