Information Technology Help Desk Technician

🚀 Hiring Now: Tier 1 MSP Support Agent.

📍 Location: Nairobi, Kenya.

🏢 Work Setup: On-site.

⏰ Schedule: 24/7 Availability Required.

💼 Experience: 1-2 years in IT Support, Help Desk, Technical Support, HSIA, or MSP environments.

🌎 Language: Professional English proficiency (spoken and written).

🔧 What You'll Do.

✅ Provide support via phone, email, chat, and ticketing systems

✅ Troubleshoot and resolve issues related to:

• Windows and macOS workstations
• Mobile devices
• Printers and peripherals
• Microsoft 365 and Google Workspace
• Internet connectivity and network performance
• Routers, modems, Wi-Fi, switches, and access points
• User account access and permissions

✅ Diagnose and resolve technical issues on first contact whenever possible

✅ Log, prioritize, and manage support tickets in accordance with SLAs

✅ Escalate complex issues to higher-level support teams with proper documentation

✅ Support onboarding and offboarding activities

✅ Monitor alerts and respond to system notifications

✅ Maintain accurate records of incidents, resolutions, and customer interactions

✅ Follow operational procedures, knowledge base articles, and support guidelines

✅ Deliver an exceptional customer experience with every interaction

✅ Requirements

Technical Skills.

• Knowledge of Windows and/or macOS operating systems.
• Understanding of Active Directory and user account management.
• Knowledge of networking fundamentals (IP, DNS, DHCP, Wi-Fi).
• Experience troubleshooting internet and connectivity issues.
• Experience working with ticketing platforms such as:
• ConnectWise.
• ServiceNow.
• Zendesk.

Professional Skills.

• Strong customer service and communication skills
• Ability to multitask and manage priorities effectively
• Excellent troubleshooting and problem-solving abilities
• Strong attention to detail and documentation practices
• Ability to work independently and in a team environment
• Professional, reliable, and accountable mindset

Experience with:

• Microsoft 365 Administration
• Remote Monitoring & Management (RMM) tools
• Basic cybersecurity practices (MFA, Endpoint Protection)

🔍 Key Skills

💻 Technical Support.

🖥️ IT Troubleshooting.

🌐 Networking Fundamentals.

📡 Internet & HSIA Support.

👥 Active Directory.

🔑 User Account Management.

🎫 Ticket Management Systems.

📄 Documentation & SLA Management.

🧩 Problem Solving.

📞 Customer Service.

🤝 Team Collaboration.

📋 Organization & Time Management.

📚 Continuous Learning.