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NTT DATA Logo NTT DATA · IT - Administration

IT Technical Support Engineer

Kenya, Nairobi · Job Posted May 03, 2026
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Job Description

The IT Technical Support Engineer at NTT DATA is a key role responsible for maintaining the operational integrity of IT systems and infrastructure. The ideal candidate will have a bachelor's degree in IT or a related field, along with relevant certifications such as ITIL and Microsoft 365. This position requires seasoned experience in troubleshooting and technical support within a large ICT organization. Strong interpersonal skills and the ability to communicate effectively with both technical and non-technical audiences are essential. The role involves coaching junior engineers, managing complex incidents, and fostering relationships with stakeholders. This is an on-site position based in Kenya, offering a dynamic work environment.

Job Responsibility

  • Focuses on ensuring all lines of support for more complex incidents, requests, events, and/or problems through the effective coaching and training of IT Technical Support Engineers
  • Undertakes regular reviews to ensure that the assigned infrastructure is configured, installed, tested, and operational
  • Ensures that the software is installed and configured in line with business requirements
  • Proactively identifies problems, events, incidents, and errors prior to or when they occur
  • Fosters good relationships with all stakeholders including vendors, carriers, and colleagues
  • Resolves calls and identifies the root cause of incidents, events, and problems to ensure proactive future management
  • Ensures the efficient and comprehensive resolution of incidents, problems, events, and requests
  • Reports and escalates complex issues to 3rd party vendors
  • Provides continuous feedback to clients, affected parties and update all systems and/or portals as prescribed by standard procedures
  • Proactively supports the service desk by receiving calls and incidents, problems, requests, and events when required
  • Ensures the resolution and recovery of an incident in line with the relevant processes and service level agreements
  • Updates incidents, requests, problems, and/or events with progress and resolution details
  • Performs any other related task as required

Requirements

  • Bachelor's degree or relevant qualification in IT/Computing, or related field
  • Relevant IT certifications, such as ITIL and Microsoft 365
  • Seasoned experience required in diagnosis and troubleshooting, IT Technical Support role within a large ICT organization
  • Seasoned experience interacting and working closely with a variety of internal and external stakeholders at different levels in the business
  • Seasoned technical experience with a variety of technologies, for example (but not limited to) Secure Print, MS Azure, Meeting Room Technologies and Microsoft 365
  • Ability to communicate well and to capture all pertinent details when required
  • Ability to explain procedures and technical details to both technical and non-technical audiences in a concise and clear manner
  • Excellent interpersonal skills with the ability to foster and maintain solid stakeholder relationships
  • Passion for achieving or exceeding expectations
  • Excellent written and verbal communication skills
  • Ability to plan activities and projects well in advance and takes into account possible changing circumstances
  • Ability to work well in a pressurized environment
  • Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information and refraining from interrupting
  • Ability to place client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey
  • Stays up to date with latest relevant IT technology, trends and best practices
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