Technical Support Agent (L1)

About the role

Influx is seeking a proactive Level‑1 Technical Support Agent to join its Nairobi team. You will be the first point of contact for users experiencing account, connectivity, and system‑alert issues, ensuring smooth daily operations and seamless hand‑offs to higher‑level engineers.

Key responsibilities

• Handle front‑line account tasks such as SSO login issues, user creation, activation, and password resets.
• Monitor health dashboards, review system logs and parse JSON alert payloads to differentiate real incidents from noise.
• Perform initial triage on camera outages, VPN connectivity problems, firewall settings, and browser permission configurations.
• Document clear hand‑off notes and incident observations for escalation to L2 engineers and regional teams.
• Follow runbooks and read‑only SOPs precisely, without making unauthorized system changes.

Required profile

• Degree, diploma, or proven project experience in IT, Computer Science, System Administration, or a related field.
• Excellent written and spoken English with the ability to produce concise technical summaries.
• Meticulous attention to detail and ability to triage multiple alerts concurrently.
• Commitment to a 24/7 staggered 5‑day schedule (44 hours/week) including weekends, holidays and rotational days off.
• Minimum six‑month commitment to the role.

Required skills

• Single Sign‑On (SSO) troubleshooting
• JSON alert parsing
• System log analysis
• VPN connectivity troubleshooting
• Basic firewall configuration
• Browser permission management