Desktop and Site Support Engineer (Systems & Network)

About the role

Teleperformance is hiring a Desktop and Site Support Engineer (Systems & Network Engineer) in Nairobi's Westlands. You will keep the sites connected and help bring new clients live, working with network and systems specialists to design, change and support the infrastructure that runs the contact centres, and ensure every critical system is well documented.

Key responsibilities

• Configure, maintain and troubleshoot switches, routers, firewalls, Wi-Fi and SD-WAN devices across sites.
• Monitor internet links, bandwidth and voice quality; test failover and work with service providers to resolve faults.
• Lead the IT build for new client launches: network segmentation, access, workstations, client VPNs and testing to go-live.
• Administer Windows Server, Active Directory, Group Policy, DHCP/DNS, Microsoft 365 / Entra ID and endpoint management.
• Support global platforms and security tools (web security gateways, MFA, endpoint protection) with regional teams.
• Set up and improve monitoring and alerting so issues are found before users report them.
• Maintain runbooks, network diagrams and configuration backups.
• Handle escalations from the IT support team and coach support specialists.
• Support audits and client security reviews (PCI DSS, ISO 27001, Kenya Data Protection Act).

Required profile

• Degree in IT, Computer Science, Engineering or a related field.
• 5+ years in network and systems roles, at least 2 in a multi-site BPO, contact centre or enterprise environment.
• Available for on-call duty and planned night work.
• Proactive, hands-on, disciplined and a team player who documents work and shares knowledge.

Required skills

• Cisco, Fortinet, Aruba or similar: VLANs, routing, ACLs, IPsec VPN and QoS for voice.
• Windows Server, Active Directory, Group Policy and Microsoft 365 / Entra ID.
• Understanding of VoIP and SIP and how network quality affects call quality.
• Scripting for automation (PowerShell, Python or Bash).
• CCNA required; CCNP, Fortinet NSE, Microsoft Azure / 365 or ITIL certifications are an advantage.