Job in Kenya
Partner Support Engineer (L3)
CountyNairobiCityNairobiContractFull TimePosted2026-08-29Close dateNot specifiedExperience3 yearsSourceJobWeb Kenya
Partner Support EngineerL3 SupportNetwork InfrastructureCiscoCustomer SupportNairobiFull TimeIT SupportService DeliveryNTT Ltdsalessecurity
AI summary
NTT Ltd is hiring a Partner Support Engineer (L3) in Nairobi to manage partner client services, resolve technical issues, and drive customer satisfaction and retention. The role involves proactive monitoring, incident resolution, upsell identification, and close collaboration with solution architects and client success teams. Candidates need an IT-related degree, advanced certifications, and 3–4 years of network infrastructure support experience.
- L3 partner support role focused on client satisfaction and retention
- Requires 3–4 years of IT network infrastructure support experience
- Advanced Cisco, Microsoft, Security, or Voice certifications preferred
- Involves incident resolution, proactive monitoring, and upsell opportunities
- Based in Nairobi, Kenya, with full-time employment
AI job guide
Use this guide to check salary signals, requirements, documents, application steps and safety before you apply.
AI salary guide
Not enough public dataNot enough public salary data is available for this exact role. Before applying, prepare to ask about gross pay, benefits, contract length, probation period, transport and any allowances.
Can you qualify for this role?
- Required3+ years of relevant experienceThe job post includes a minimum experience signal.
- RequiredEducation or certification mentioned in the postThe captured text mentions education, a diploma, certificate, or licence.
- PreferredPractical evidence in sales, security, factoryThe tags and summary point to skills connected with this role.
- RequiredAvailability to work in NairobiThe vacancy is associated with this location.
- UnclearComfort with the Full Time contract termsConfirm hours, duration, probation and benefits at the original source.
Documents to prepare
- Likely requiredUpdated CV
- Role specificCover letter or short employer message
- OptionalProfessional references
- Role specificAcademic or professional certificates
- VerifyID or passport only after verifying the employer
Application tips for this job
- Place your strongest Partner Support Engineer (L3) evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to NTT Ltd and the role in Nairobi.
- Add concrete examples related to sales, security, factory, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from JobWeb Kenya; avoid sending documents to unofficial contacts or copied links.
- Confirm the deadline, interview location and employer contact before sharing personal documents.
- Prepare a polite question about pay, benefits and contract terms for later interview stages.
Source and safety check
- JobWeb Kenya
- Original source link available
- Application method is clear
- Deadline not specified
- No major risk signal was detected in the captured text.
Never pay for interviews, shortlisting, medical checks, uniforms, or job placement. Confirm every application at the original source before sharing personal documents. Report suspicious listing.
Interview preparation
- What experience makes you a strong fit for this Partner Support Engineer (L3) role in sales, security?
- How have you handled responsibilities similar to those in this job post?
- Are you available to work in Nairobi under the listed contract or schedule?
- Prepare examples with clear responsibilities, tools used and measurable outcomes.
- Review the source and research NTT Ltd before the interview.
Ask what the first priorities will be in the role and how success will be measured.
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Original source description
Key
Responsibilities
- Customer Satisfaction
- Proactively communicate any service-related issues with partner clients
- Ensure proactive service monitoring of all client services and identify upsell or cross sell opportunities to improve client
Experience
- Resolve service problems by clarifying the customer’s complaint, determining the cause, selecting and explaining the best solution, expediting correction or adjustment, and following up to ensure resolution
- Manage, escalate, and drive satisfactory resolution of customers’ technical support, service, and infrastructure issues related to Internet Solutions services and technology
- Identify, assess, and communicate clients’ needs to enhance satisfaction levels
- Ensure 95% resolution of all customer issues for all SRs, with acknowledgment within 15 minutes
- Ensure 90% of all incidents reported by customers are resolved within 3 hours and proactively managed
- Client
- & Retention
- Provide day to day reports, identify risks for allocated clients, and assist other departments in resolving customer issues to support retention
- Recommend potential services by collecting customer information and analyzing customer needs
- Identify sales opportunities and upsell or cross sell IS products by proactively scoping technical solutions that address customer
- across all touchpoints
- Build and maintain strong relationships and trust with new and existing accounts
- Apply strong business acumen supported by advanced industry and technical knowledge to derive maximum value
- Service Improvement
- Prepare, recommend, and implement service improvement initiatives for the client portfolio
- Enhance client retention through quarterly Strategic Client Meetings for assigned accounts
- Identify, evaluate, and recommend improvement options, implementing them when required
- Document minutes of client meetings, outline resolution plans, and provide feedback to clients
- Attend all internal partner service review meetings
- Improve client solutions, document client setups, and deliver quality reporting
- Organize technical discussion meetings to share technology trends and explore ways to optimize and improve services
- QUALIFICATIONS, SKILLS AND
- Degree in Information Technology, Information Systems, Computer Sciences, Telecommunication, or a related discipline
- Advanced certification in Cisco, Microsoft Applications, Security, and Voice Solutions
- Practical
- with large enterprise solutions such as SD‑WAN, MPLS, Network Security, Cisco, VC, and VOIP
- 3–4 years of
- in the IT industry, specifically in network infrastructure support and maintenance
- Customer service skills and training with strong oral and written communication abilities
- Excellent organizational skills
Requirements
- and optimize value
- Work closely with retention teams (Solution Architects, Client Success Managers, Project Managers) to enhance client
Source and provenanceSource: JobWeb Kenya. Last checked: 2026-09-02.Kazi Connect is a job discovery service, not the employer. Always confirm the vacancy at the original source.Summaries may be AI-assisted. Report inaccurate content.
Never pay to apply. Always confirm the original source and watch for payment requests, sensitive document requests, or unrealistic promises.