Tier 3 IT Helpdesk / MSP Support Engineer

About the role

We are looking for a highly skilled Tier 3 IT Helpdesk / Managed Services Provider (MSP) Support Engineer to join our Nairobi team. The role involves handling complex technical incidents for multiple clients, ensuring high‑quality service delivery in a cloud‑first environment.

Key responsibilities

• Act as the primary escalation point for Tier 1 and Tier 2 support teams.
• Resolve complex technical issues across diverse client environments and lead root‑cause analysis.
• Manage high‑priority incidents, meeting SLA commitments.
• Coordinate with vendors, third‑party providers, and internal teams to resolve critical issues.
• Administer Microsoft 365, Exchange Online, Teams, SharePoint, OneDrive, Azure AD (Entra ID) and hybrid Active Directory.
• Maintain and optimise Windows Server, virtualization platforms and cloud services.
• Configure backup, disaster‑recovery and business‑continuity solutions.
• Develop and maintain PowerShell scripts and automation workflows to improve operational efficiency.

Required profile

• Minimum 4 years of experience in an MSP environment.
• Proven experience handling Tier 3 escalations and complex incidents.
• Ability to manage multiple clients and priorities simultaneously.
• Background supporting cloud‑first and hybrid infrastructures.

Required skills

• Microsoft 365, Azure/Entra ID, Active Directory, Windows Server.
• RMM and PSA platforms commonly used by MSPs.
• Networking fundamentals: TCP/IP, DNS, DHCP, VPNs, VLANs, firewalls, wireless technologies.
• Endpoint management, cybersecurity tools and EDR platforms.
• PowerShell scripting and automation.
• Backup and disaster‑recovery solutions.