Technical Support Engineer L2

About the role

We are looking for a Level‑2 Technical Support Engineer to join our Nairobi team. You will provide advanced troubleshooting and support for a range of networking and security products, ensuring high‑quality service for our clients.

Key responsibilities

• Identify, log and resolve support tickets following established procedures and SLAs.
• Use approved tools to diagnose issues, collect performance data and generate reports.
• Perform scheduled maintenance and update knowledge articles.
• Monitor service delivery, prioritize incidents and investigate root causes.
• Escalate unresolved problems and coordinate with vendors, carriers and internal teams.
• Document resolutions and ensure proper ticket closure.
• Provide regular feedback to clients and keep ticketing systems up‑to‑date.

Required profile

• At least 2 years of experience in a technical support role.
• Bachelor’s degree in Information Technology, Computing or a related field.
• Professional certifications in networking or security technologies.
• Strong analytical, problem‑solving and communication skills.
• Customer‑service orientation and ability to work well in a team.

Required skills

• Cisco networking technologies
• Juniper networking technologies
• Aruba networking solutions
• Mikrotik devices
• Microsoft platforms
• Meraki cloud networking
• Sophos security products
• Fortinet/Fortigate firewalls