Tier 1 IT Helpdesk / MSP Support Agent (On‑Site)

About the role

We are looking for a motivated Tier 1 IT Helpdesk / MSP Support Agent to join our Nairobi team on‑site. You will be the first point of contact for users needing assistance with workstations, mobile devices, printers, email platforms and high‑speed internet connectivity.

Key responsibilities

• Receive and log support requests via phone, email, chat and ticketing system.
• Troubleshoot Windows and macOS workstations, mobile devices, printers and peripherals.
• Resolve issues with Microsoft 365, Google Workspace, and network connectivity (modems, routers, Wi‑Fi, LAN/WAN).
• Diagnose latency, packet loss and other connectivity problems using traceroutes and monitoring tools.
• Support onboarding/off‑boarding, user account management in Active Directory and permission settings.
• Prioritize tickets to meet SLA targets and aim for first‑call resolution.
• Escalate complex cases to Tier 2/3 with proper documentation.
• Follow SOPs, runbooks and knowledge‑base guidelines, and maintain accurate incident records.

Required profile

• 1–2 years of experience in IT support, helpdesk, HSIA or MSP environments.
• High school diploma or equivalent; an associate degree in IT is a plus.
• Strong verbal and written English communication skills.
• Customer‑service mindset, reliable and organized.

Required skills

• Windows operating system
• macOS
• Active Directory user management
• Networking fundamentals (IP, DNS, DHCP, Wi‑Fi)
• HSIA internet troubleshooting
• Ticketing tools (ConnectWise, ServiceNow, Zendesk)
• Microsoft 365
• Google Workspace