Technical Support Manager
Nairobi, KE
Job Title
Technical Support Manager
Job Scope
The Technical Support Manager is accountable for running and managing the technical support department and team of engineers addressing technical issues in a timely and efficient manner and maintaining strong relationships with partners and end users ensuring full satisfaction at all times.
Main Duties and Responsibilities
Technical and Operations
- Guide the team with specifications on the company products and services, technical details, troubleshooting issues and comparisons pertaining to competitive models
- Lead the installation and configuration of products and solutions requested by clients as required
- Prepare, validate and deliver tender specifications and request for proposals (RFPs) related to products and services that best suit client’s requirements and needs
- Provide in-depth root cause analysis of reported technical issues, recommend remedial actions and update processes and procedures
- Establish and maintain strong relationships with partners and clients and allocate resources to projects as and when needed
- Ensure constant and effective communication with assigned vendors securing full support on technical issues
- Attend to technical issues raised by partners and end users in a timely and efficient manner while ensuring proper prioritization of incoming cases
- Oversee the presentation of effective POC/demo to partners/end users
Position Requirements
Education
Bachelor’s degree in Computer Science or any other related field
Experience
At least 7 years of relevant experience as a Lead Technical Support Engineer for OEMs like HPE, Dell, Lenovo and Huawei.
Must have an experience with implementing, integrating and troubleshooting hardware products for OEMs like HPE, Dell, Lenovo and Huawei.
Must have an experience supporting end customers.
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