Tier 1 IT Help Desk / MSP Support Agent

About the role

We are looking for a Tier 1 IT Help Desk / MSP Support Agent to join Solvo Global’s Nairobi office. The role involves providing first‑line technical assistance to internal users and external clients, ensuring rapid resolution of incidents and service requests.

Key responsibilities

• Respond to tickets via ServiceNow, Zendesk or ConnectWise and resolve hardware, software and network issues.
• Support Windows and macOS workstations, including installation, configuration and troubleshooting.
• Manage user accounts and permissions in Active Directory.
• Diagnose basic networking problems involving IP, DNS, DHCP and Wi‑Fi connectivity.
• Document solutions and maintain knowledge base articles.

Required profile

• 1–2 years of experience in an IT support, help desk or managed service provider environment.
• Fluent English (C1 level) and ability to work onsite in Nairobi.
• Strong customer‑service orientation and problem‑solving skills.

Required skills

• Windows operating system
• macOS operating system
• Active Directory user management
• Basic networking concepts: IP, DNS, DHCP, Wi‑Fi
• Ticketing tools: ServiceNow, Zendesk, ConnectWise
• Optional certifications: CompTIA A+, Network+, ITIL, Microsoft Fundamentals
• Familiarity with Microsoft 365 and remote monitoring & management (RMM) tools