Mid-Level IT Support Specialist (Onsite, Nairobi)

About the role

We are looking for a Mid‑Level IT Support Specialist to join our Nairobi office and provide L1/L2 support for a distributed workforce. You will ensure smooth operation of productivity tools, manage user accounts, and keep endpoint devices running efficiently during an ongoing integration programme.

Key responsibilities

• Provide L1/L2 technical support to end users and resolve hardware, software, and productivity‑tool issues.
• Administer Google Workspace – user provisioning, group management, and access control.
• Manage onboarding and off‑boarding processes, ensuring proper security and access rights.
• Support Windows and macOS laptops, perform device setup, configuration, and troubleshooting.
• Enforce endpoint policies using MDM tools such as JumpCloud.
• Administer and support Slack and other collaboration platforms, including user training.
• Assist with system integrations, migrations, data transfers, and tool consolidation.
• Maintain and improve IT documentation, SOPs, and knowledge‑base articles.

Required profile

• 3–6 years of experience in IT support, helpdesk or systems support roles.
• Experience supporting remote or distributed teams.
• Proven involvement in system integrations or migrations.
• Bachelor’s degree in IT, Computer Science or a related field.
• Relevant certifications (e.g., Google Workspace Administrator, CompTIA A+, Network+, ITIL Foundation) are a plus.

Required skills

• Google Workspace administration
• Windows and macOS support
• MDM tools (e.g., JumpCloud)
• Slack and cloud‑based productivity tools
• Problem‑solving and troubleshooting