Tier 1 MSP Support Agent (Help Desk Technician)

About the role

A Tier 1 MSP support agent is needed in Nairobi, Kenya, working on-site with 24/7 availability required. The role covers first-line technical support for clients through phone, email, chat and ticketing systems, with escalation to higher-level teams.

Key responsibilities

• Provide support via phone, email, chat and ticketing systems
• Troubleshoot and resolve issues with Windows and macOS workstations, mobile devices, printers and peripherals, Microsoft 365 and Google Workspace, internet connectivity and network performance, routers, modems, Wi-Fi, switches and access points, and user account access and permissions
• Diagnose and resolve issues on first contact whenever possible
• Log, prioritize and manage support tickets according to SLAs, and escalate complex issues with proper documentation
• Support onboarding and offboarding, monitor alerts and respond to system notifications
• Maintain accurate records of incidents, resolutions and customer interactions, and follow operational procedures and knowledge base articles

Required profile

• 1-2 years of experience in IT support, help desk, technical support, HSIA or MSP environments
• Professional spoken and written English
• Strong customer service and communication skills, ability to multitask and work independently and in a team

Required skills

• Windows and/or macOS, Active Directory and user account management
• Networking basics (IP, DNS, DHCP, Wi-Fi) and internet/connectivity troubleshooting
• Ticketing platforms such as ConnectWise, ServiceNow or Zendesk
• Microsoft 365 administration, RMM tools and basic cybersecurity practices (MFA, endpoint protection)