Tier 1 IT Helpdesk / MSP Support Agent

About the role

Softgic is hiring a Tier 1 IT Helpdesk / MSP Support Agent in Kenya. The agent acts as the first point of contact for technical support requests and delivers frontline support for workstations, mobile devices, printers and email platforms, following established processes and SLAs.

Key responsibilities

• Serve as the first point of contact for technical support requests via phone, email, chat and ticketing systems.
• Provide Tier 1 support for Windows and Mac workstations, mobile devices, printers, Microsoft 365 and Google Workspace, and other peripherals.
• Troubleshoot internet connectivity and networking issues, including Wi-Fi, routers, switches, DNS, DHCP, LAN/WAN, modems and gateways.
• Assist with setup and verification of network equipment, connectivity hardware and non-PC devices such as mobile devices and gaming consoles.
• Support user/customer onboarding, account creation, password resets, access provisioning and basic user administration.
• Log, categorize, prioritize and document support tickets while meeting SLA targets, and escalate complex issues to higher tiers with proper documentation.
• Follow SOPs, runbooks and knowledge base articles, monitor alerts and respond to system notifications and incidents.
• Deliver excellent customer service in a professional, customer-focused way.

Required profile

• 1-2 years of experience in IT Support, Helpdesk, Service Desk, MSP or HSIA support environments.
• Professional English proficiency, able to speak, read and understand English in a business environment.
• Ability to manage multiple priorities in a fast-paced, SLA-driven environment.

Required skills

• Knowledge of Windows and/or macOS operating systems.
• Basic experience with Active Directory and user account administration.
• Understanding of networking fundamentals: IP addressing, DNS, DHCP and Wi-Fi connectivity.
• Experience with ticketing platforms such as ConnectWise, ServiceNow or Zendesk.
• Strong troubleshooting, problem-solving and customer service skills.