IT Support Engineer Job Vacancy in Nairobi, Kenya

Position Title: Support Engineer

Industry: IT

Location: Nairobi

Gross Salary: Competitive

Our client is an International IT company that works toward a sustainable endeavor of ‘being the change they would like to see in the world.

They are seeking to hire a Support Engineer with Software development skills in Java, python, Angular JS etc to join their team.

Key Responsibilities

  • Ensure data and/or application availability of the assigned systems and applications.
  • Participate in design, testing and implementation of new products, services, functionalities or upgrades.
  • Provide support for financial solutions which includes MPESA and integrations.
  • Perform Systems and Applications Monitoring.
  • Maintain knowledge base by documenting technical knowledge.
  • Collaborate with team members to improve the tools, systems and procedures.
  • Participate and provide input to the M-PESA roadmap to ensure timely delivery of relevant products to Safaricom Customers.
  • Work with the external and internal technical teams to ensure efficient resolution of all system issues.
  • Implement DevOps technologies and processes, e.g: containerization.
  • Liaise with all stakeholders to ensure new functionality, processes and systems are fully understood.
  • Transfer system knowledge to internal customers on new features and support processes.
  • Prepare and publish accurate and timely system performance reports.
  • Perform regular service improvements that align with 99.999% availability.
  • Diagnose and troubleshoot technical issues on the assigned systems and apply a work around or a permanent solution to resolve ensuring the MTTR is met.
  • Properly escalate unresolved issues to appropriate internal or external teams and follow up to ensure they are satisfactorily closed.
  • Provide prompt and accurate feedback to stakeholders on assigned tasks.
  • Ensure all issues are logged in the service management tool and are properly prioritized and also accurately log resolution details in the ticket.


  • A bachelor’s degree in information technology, Computer Science, Engineering or relevant field as a minimum.
  • 1 – 4 years of work experience as an Engineer in a telecommunications or financial services environment.
  • Software development skills in Java, python, Angular JS etc.
  • Knowledge in ITIL Service Operations processes and Agile methodology. Certification in Scrum fundamentals is an added advantage.
  • Working knowledge in dev ops and dev ops tools like Github.
  • Expertise in system monitoring and alerting strategies and can draw on their experience to drive improvements in system monitoring with automation, third party tools and frameworks.
  • Working knowledge of databases and SQL.
  • Excellent problem-solving and communication skills
  • Knowledge in mobile money systems, integrations or Financial systems
  • Must be able to work without supervision & meet tight deadlines/schedules
  • Good presentation skills
  • Proactive & self-motivated

How to Apply

If you are up to the challenge and possess the necessary qualification and experience; please send your CV only quoting the job title on the email subject (Support Engineer – IT) to before 15th Jan 2023.