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 on‑site team in Nairobi. You will be the first point of contact for users needing assistance with workstations, mobile devices, printers, email platforms and network connectivity.

Key responsibilities

• Receive and triage support requests via phone, email, chat and ticketing system.
• Troubleshoot Windows and macOS workstations, mobile devices, printers, and peripherals.
• Provide first‑line support for Microsoft 365, Google Workspace, and internet connectivity issues (modems, routers, Wi‑Fi, LAN/WAN).
• Diagnose network problems such as latency, packet loss and perform traceroutes.
• Verify on‑site network hardware, cabling and CPE.
• Handle user onboarding/offboarding, account management in Active Directory.
• Log, categorize and prioritize tickets to meet SLA targets.
• Escalate complex cases to Tier 2/3 with proper documentation.
• Follow SOPs, runbooks and knowledge‑base guidelines.
• Monitor alerts and maintain accurate incident documentation.

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.
• Professional level of English (spoken and written).
• Strong customer‑service mindset and ability to work in a fast‑paced environment.

Required skills

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