Softgic

1679 - Tier 1 IT Helpdesk / MSP Support Agent - Kenya

Softgic

Nairobi, Nairobi City, KEPosted Aug 4, 2026
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Job description

Requirements

  • 1–2 years of experience in IT Support, Helpdesk, Service Desk, MSP, or HSIA support environments.

  • Knowledge of Windows and/or macOS operating systems.

  • Basic experience with Active Directory and user account administration.

  • Understanding of networking fundamentals, including IP addressing, DNS, DHCP, and Wi-Fi connectivity.

  • Experience using ticketing platforms such as ConnectWise, ServiceNow, Zendesk, or similar tools.

  • Strong troubleshooting and problem-solving skills with the ability to follow established processes.

  • Excellent customer service and strong verbal and written communication skills.

  • Professional English proficiency with the ability to speak, read, and understand English in a business environment.

  • Ability to manage multiple priorities effectively in a fast-paced, SLA-driven environment.

Requisitos

Responsibilities

  • Serve as the first point of contact for technical support requests via phone, email, chat, and ticketing systems.

  • Provide Tier 1 support for Windows and Mac workstations, mobile devices, printers, email platforms (Microsoft 365 and Google Workspace), and other peripherals.

  • Troubleshoot and resolve internet connectivity and networking issues, including Wi-Fi, routers, switches, DNS, DHCP, LAN/WAN, modems, and gateways.

  • Assist with the setup and verification of network equipment, connectivity hardware, and non-PC devices such as mobile devices and gaming consoles.

  • Support user/customer onboarding, account creation, password resets, access provisioning, and basic user administration tasks.

  • Log, categorize, prioritize, and document support tickets while meeting established SLA targets.

  • Escalate complex or unresolved issues to higher support tiers with proper documentation.

  • Follow standard operating procedures, runbooks, and knowledge base articles.

  • Monitor alerts and respond to system notifications and incidents as required.

  • Deliver outstanding customer service while maintaining a professional and customer-focused approach.