Technical Support Engineer / Customer Success Specialist
Malindi, Kenya
Tier 1 IT Support Engineer with hands-on experience providing first-line technical support to users across web hosting, SaaS platforms, and internal IT systems. Skilled in troubleshooting user access issues, domains & DNS, WordPress, email configuration, and basic networking problems. Strong customer service background with experience handling support requests via email, chat, and phone-style communication. Adept at ticket documentation, issue escalation, and working within SLA-driven environments. Passionate about continuous learning and growing into Tier 2 support roles.
Manda Management Ltd • Malindi, Kenya
Provided first-line IT and website-related support to clients, troubleshooting domain, DNS, email, WordPress, and hosting issues while ensuring clear communication and accurate documentation. • Acted as first point of contact for IT and website-related support requests from clients. • Troubleshot and resolved domain, DNS, email, WordPress, and hosting issues, escalating complex problems where necessary. • Provided remote technical support via email, WhatsApp, and live chat, ensuring clear and professional communication. • Maintained accurate documentation of issues and resolutions to improve repeat issue handling. • Assisted clients with hosting migrations, system access, and platform setup. • Supported internal systems and workflows, improving operational efficiency and response times.
Muyeye Vocational Training Centre • Malindi, Kenya
Delivered first-line IT support to staff and learners, resolving hardware, software, and connectivity issues while supporting network setup and digital skills training programs. • Provided first-line IT support to staff and learners, resolving hardware, software, and connectivity issues. • Assisted users with system setup, logins, and basic application troubleshooting. • Supported network setup and basic security practices to ensure stable operations. • Helped with IT documentation, reporting, and digital skills support for training programs. • Worked closely with non-technical users, ensuring a positive and supportive user experience.
Bachelor's Degree in Information Technology