We are seeking a Support Desk Agent to provide front-line technical support, ticket triage, and customer service for internal and external users. You’ll be the first point of contact for technical issues—diagnosing problems, documenting resolutions, and ensuring SLA compliance across every interaction. The ideal candidate combines strong troubleshooting skills across networking, systems, hardware, software, and cloud platforms with exceptional communication and a customer-first mindset that maintains high-quality service in a fast-paced environment.
Core Responsibilities
Ticket Management & Customer Support: Respond to incoming support requests via phone, email, Sales IQ chats, and ticketing system. Accurately classify, prioritize, and assign tickets in alignment with established procedures. Diagnose and resolve common technical issues or route to the appropriate engineering teams. Provide clear, professional communication with customers throughout the issue lifecycle.
Incident Resolution & Troubleshooting: Troubleshoot issues related to networking, systems, user access, hardware, software, AI model training, and cloud platforms. Document all troubleshooting steps, findings, and resolutions in the ticketing system. Follow escalation procedures for complex issues or outages.
SLA Compliance & Quality Standards: Maintain SLA targets for response time, update cadence, and resolution time. Ensure ticket notes are complete, accurate, and reflect Support Desk standards. Follow all support playbooks, SOPs, and operational policies.
Monitoring & Alert Response: Respond to automated system alerts and monitoring notifications. Perform initial investigation and follow escalation protocols as needed.
Knowledge & Documentation: Contribute to the internal knowledge base by documenting repeatable fixes. Identify gaps in documentation and collaborate with the Support Desk Manager to enhance resources.
Customer Experience & Professionalism: Provide empathetic, clear guidance to users with varying levels of technical experience. Maintain a customer-first mindset while representing the company professionally at all times. Ensure rapid responses to all GSC Support chats from Sales IQ and Garber Support Requests.
Time Tracking: Track time and attendance in Zoho Project task's time logs. Track support-focused time via Support Issue tickets.
Innovative Thinking: Bring new perspectives that challenge assumptions and add original thinking. Ensure approaches align with organizational goals before execution.
How to Apply
Interested and qualified candidates should apply online by visiting the application link on the INUA AI portal: Apply Now which redirects to the official application platform.
How to Apply
Interested and qualified candidates should apply online via the application portal at https://www.myjobmag.co.ke/apply-now/1154132. Candidates will be directed to the INUA AI application page.
