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Field Service Technician - Nairobi Central (Isaac's replacement) 1

Req ID:  27236
Posted on:  15-Mar-2023

Nairobi (KE01), Kenya

Department:  Customer Projects Deployment & Services (50015242)
Job Family:  Value Chain




  • Provide the 1st level support for technical issues.
  • Ensure the resolution of incidents within specific time constraints.
  • Perform user management and routine system administration tasks.
  • Respond to requests of other technical teams.
  • Troubleshoot and resolve IT issues.
  • Coordinate service activities with other Field Service Technicians.
  • Perform monitoring activities.
  • Test all new releases and upgrades.
  • Install, configure, optimize & maintain systems and applications.
  • Maintain accurate and updated documentation.

Diagnose Situation

Answers internal urgent request, diagnoses breakdown & defines intervention needs by:

  • Identifying whether the breakdown is mechanical and dispatching the mechanic.
  • Checking issue on site in order to identify the appropriated maintenance person to be escalated to


Maintenance / Repair/ Escalate Problem

  • Repairs the equipment to make sure the production continues and/or escalate the issues as appropriate.
  • Ensures the equipment maintenance (preventive/other) is executed according to the plan.
  • Contacts external supplier to organize the problem/ dysfunction or breakdown resolution by:
  • Calling or emailing to confirm diagnosis.
  • Organizing their intervention on site


Report Incidents

  • Monitors the incident lifecycle following the guidelines received.
  • Transfers across shifts the incidents occurred to take over any remaining task.


Ensure continuous improvement.

  • Analyzes maintenance issues.


  • Technical Diploma and technical competence in a relevant field, or equivalent combination of training, and/or experience.
  • Minimum 2 years’ experience maintaining and troubleshooting equipment in a factory environment.
  • Good written and verbal communication. 
  • Ability to diagnose and analyze mechanical, electrical, application issues and analyze application server logs.
  • Experience with Microsoft office tools (Excel / Word).
  • Strong troubleshooting skills and demonstrated abilities to diagnose and analyze technical issues.
  • Customer oriented attitude



  • Knowledge and practice of PLC
  • Network knowledge
  • Computer – IT Pack Office
  • Understanding of electrical diagram
  • Knowledge of Electrical norms
  • Knowledge of machining tools
  • Pneumatic & Hydraulic Drawing Understanding
  • Technical Design Understanding



  • Identify improvements.
  • Seek satisfaction.
  • Coordinate with others.
  • Eager to learn.
  • Understand and resolve issues.


Knowledge in one or more of the following fields a plus:

  • Experience troubleshooting computer networks 
  • Knowledge of basic IT support tools: FTP, SSH, Putty, SVN, Remote Access
  • Knowledge of basic IT support procedures and tools
  • Knowledge of basic PLC setup and programming




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