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

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.