A role where I can help transform customer experience and grow in a career path on Customer Support and Customer Experience.
Looking for a job
Jonathan Mogaka
@jnyachoti
Founder, Servia Support Solutions | IT Service Management & Customer Support | Process & SLA Optimisation | Service Delivery
KenyaWhat I'm looking for
I'm an IT specialist with 4+ years in technical support and customer experience — running service desks, resolving hardware, software, and network issues, and keeping customers satisfied while meeting SLAs. I've grown from front-line helpdesk into leading a support team, and I now run a consultancy focused on the process and standards behind great support. I'm looking to bring that hands-on, systematic approach to a remote customer support role, backed by CCNA certification and strong skills in troubleshooting, ticketing and ITSM workflows, escalation, and SLA management.
Experience
Work history, roles, and key accomplishments
SS
Current
Founder & Principal Consultant
Servia Support Solutions
Jul 2026 - Present (1 month)
Run a customer-support consultancy for SMEs, from support gap diagnostics to delivery. Design SLA frameworks, escalation matrices, and service-delivery process flows to improve first-contact resolution and customer experience.
NH
IT Services Manager
Neotech Kenya Limited (Livia Health)
Jun 2024 - Jun 2026 (2 years)
Led a team of 5 support engineers, assigning and prioritizing tickets, balancing workload, and monitoring performance against SLA targets. Managed the helpdesk and ticketing system end to end, tracking first-response and resolution times and reporting KPIs to management.
NH
Technical Support Assistant
Neotech Kenya Limited (Livia Health)
Mar 2023 - Jun 2024 (1 year 3 months)
Provided Level 1 and Level 2 technical support to customers across phone, email, and live chat. Logged, triaged, and resolved tickets, escalating complex issues and following up through to resolution.
KA
IT Support Intern
Kenya Revenue Authority
Jan 2023 - Mar 2023 (2 months)
Provided desktop and end-user support to staff, resolving day-to-day hardware and software issues. Diagnosed and repaired hardware and assisted with software installations and updates.
NL
Technical Support Intern
Neotech Kenya Limited
Nov 2022 - Dec 2022 (1 month)
Supported technical operations through hardware installations and repairs, user training, and maintaining records while providing customer support.
Education
Degrees, certifications, and relevant coursework
Maseno University
Bachelor of Science , Computer Science
2018 - 2022
Grade: Second Class Honours (Lower Division)
KS
Kisii School
Kenya Certificate of Secondary Education, General Studies
Completed the Kenya Certificate of Secondary Education in November 2017.
Availability
Looking for a job
Location
KenyaAuthorized to work in
Salary expectations
70k-100k USD
Social media
Job categories
Skills
Technical SupportIT HelpdeskITSM Ticketing ToolsCustomer Support CollaborationIncident ResponseIncident ManagementIncident EscalationSLA ManagementTeam LeadershipProcess documentationProcess OptimizationProcess DesignCustomer ExperienceService DeskTicketing SystemsITSMEscalation ManagementFirst Contact Resolutionshardware troubleshootingTechnical TroubleshootingNetwork AdministrationMentorshipCustomer SatisfactionUser Account ManagementVendor ManagementIT Asset ManagementCCNACybersecurityHelpDesk+
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