Technical Support Executive

About the role

A client in the travel technology and information systems industry, recruited through Shugulika Africa Limited, is looking for a Technical Support Executive. The role provides technical assistance to clients, keeps systems running smoothly and maintains customer satisfaction. It covers troubleshooting hardware, software and network issues, managing client relationships and delivering technical service.

Key responsibilities

• Provide timely technical support to customers before and after sales.
• Install, configure and troubleshoot computer systems, servers and networks.
• Handle customer inquiries and give step-by-step guidance to resolve issues.
• Document, monitor and track customer issues through a ticketing system.
• Maintain database and IT system security by enforcing access controls.
• Collaborate with internal teams to identify and implement technical improvements.
• Conduct client interviews, educate clients on product features and best practices, and prepare periodic reports on operations, performance and satisfaction.
• Stay up to date with technological trends and mentor junior technical staff.

Required profile

• Diploma or degree in Information Technology, Computer Science or a related field.
• Proven experience in IT technical support or customer service in a tech-driven environment.
• Strong communication and interpersonal skills, with the ability to explain technical concepts clearly.
• Ability to prioritise multiple tasks, work independently and meet deadlines.
• Competence in writing clear documentation and technical reports.

Required skills

• Strong knowledge of computer systems, operating systems, software and networks.
• Excellent troubleshooting, analytical and problem-solving skills.
• Positive attitude toward change and continuous improvement.