Managed Services Specialist – Tier 3 IT Helpdesk Engineer

About the role

We are looking for a highly skilled Tier 3 IT Helpdesk / MSP Support Engineer to join our Nairobi team. The role is designed for an experienced IT professional who can manage complex technical incidents across multiple client environments within a Managed Services Provider setting.

Key responsibilities

• Act as the primary escalation point for Tier 1 and Tier 2 teams and resolve advanced technical issues.
• Lead root‑cause analysis, implement permanent fixes and manage high‑priority incidents to meet SLA targets.
• Administer Microsoft 365 services (Exchange Online, Teams, SharePoint, OneDrive) and hybrid Active Directory/Azure Entra ID environments.
• Maintain and optimise Windows and macOS systems, servers, virtualization platforms and cloud workloads.
• Configure backup, disaster‑recovery and business‑continuity solutions and support endpoint detection and response tools.
• Develop PowerShell scripts and automation workflows to improve operational efficiency.
• Produce technical documentation, knowledge‑base articles and standard operating procedures.
• Provide expert customer service, participate in client meetings and ensure service delivery aligns with contractual obligations.

Required profile

• Minimum 4 years of experience in an MSP environment handling Tier 3 escalations.
• Proven ability to manage multiple client accounts and priorities simultaneously.
• Background supporting cloud‑first and hybrid infrastructures.
• Strong analytical and problem‑solving skills.

Required skills

• Microsoft 365 administration
• Azure/Entra ID and Active Directory
• Windows Server and macOS support
• RMM and PSA platforms
• Networking fundamentals: TCP/IP, DNS, DHCP, VPNs, VLANs, firewalls, wireless technologies
• Endpoint management and cybersecurity tools, including EDR platforms
• PowerShell scripting and automation
• Backup and disaster‑recovery solutions
• Virtualisation platforms and cloud environments