IT Specialist – Device Operations and Systems Support

About the role

EIDU is hiring a full-time IT Specialist in Nairobi to own its IT and device operations across Kenya and Nigeria. The role covers keeping staff supplied with reliable, secure technology and access to systems, and ensuring the smartphones used by teachers and field staff are well chosen, supported and repaired quickly. It builds self-help, field triage and ticketing systems so most device issues are resolved without reaching the specialist, and reports to the Chief of Staff in the Office of the COO.

Key responsibilities

• Manage staff laptops and smartphones: setup, device management, endpoint security, patching, inventory and repairs.
• Resolve staff IT issues and build a simple knowledge base for self-service.
• Run basic security hygiene and staff awareness, escalating complex incidents to external partners.
• Own user access across Google Workspace, Personio, Slack, Metabase, the EIDU app console and other tools, covering joiners, role changes, leavers and regular access reviews.
• Manage software licences, renewals and IT vendor costs.
• Design and run a tiered support system for teacher and field devices, with self-help materials, a triage guide and field staff training, and route escalated hardware to the repair partner (CarlCare) and software to the product team.
• Track device warranty status and claim eligible repairs under warranty.
• Own the CarlCare relationship: device flows, turnaround against the contract, performance reviews and renewal advice.
• Test candidate smartphone models before procurement and track failure rates, repair histories and recurring issues by model, batch and region.

Required profile

• 5+ years in IT support, systems administration or IT operations, including Tier 2 support.
• Degree in IT, computer science or a related field, or equivalent experience.
• Clear communicator of technical issues to non-technical colleagues, trustworthy with sensitive data, organised and process-minded.
• Nice to have: smartphone model testing experience, IT certifications (CompTIA, Google IT Support, Microsoft 365), basic scripting or automation, and experience in a multi-country or fast-growing organisation.

Required skills

• Strong Google Workspace administration, including identity, MFA and access control.
• Android troubleshooting and diagnostics, plus Windows and macOS support.
• Experience designing support processes: tiered models, escalation, ticketing and self-help.
• Device lifecycle and asset management, including repairs, warranties and vendor management.
• Working knowledge of networking fundamentals and endpoint security.

The role is full-time in Nairobi with a deadline of 09/11/2026. The employer offers flexible hours, an async-friendly culture, a hybrid setup and a supportive international team.