1679 Tier 1 IT Helpdesk MSP Support Agent Kenya
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Experience Required:
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Job Summary
- 12 years of experience in IT Support Helpdesk Service Desk MSP or HSIA support environments.
- Knowledge of Windows and/or macOS operating systems.
- Basic experience with Active Directory and user account administration.
- Understanding of networking fundamentals including IP addressing DNS DHCP and Wi-Fi connectivity.
- Experience using ticketing platforms such as ConnectWise ServiceNow Zendesk or similar tools.
- Strong troubleshooting and problem-solving skills with the ability to follow established processes.
- Excellent customer service and strong verbal and written communication skills.
- Professional English proficiency with the ability to speak read and understand English in a business environment.
- Ability to manage multiple priorities effectively in a fast-paced SLA-driven environment.
- Serve as the first point of contact for technical support requests via phone email chat and ticketing systems.
- Provide Tier 1 support for Windows and Mac workstations mobile devices printers email platforms (Microsoft 365 and Google Workspace) and other peripherals.
- Troubleshoot and resolve internet connectivity and networking issues including Wi-Fi routers switches DNS DHCP LAN/WAN modems and gateways.
- Assist with the setup and verification of network equipment connectivity hardware and non-PC devices such as mobile devices and gaming consoles.
- Support user/customer onboarding account creation password resets access provisioning and basic user administration tasks.
- Log categorize prioritize and document support tickets while meeting established SLA targets.
- Escalate complex or unresolved issues to higher support tiers with proper documentation.
- Follow standard operating procedures runbooks and knowledge base articles.
- Monitor alerts and respond to system notifications and incidents as required.
- Deliver outstanding customer service while maintaining a professional and customer-focused approach.
Required Skills:
Requirements 12 years of experience in IT Support Helpdesk Service Desk MSP or HSIA support environments. Knowledge of Windows and/or macOS operating systems. Basic experience with Active Directory and user account administration. Understanding of networking fundamentals including IP addressing DNS DHCP and Wi-Fi connectivity. Experience using ticketing platforms such as ConnectWise ServiceNow Zendesk or similar tools. Strong troubleshooting and problem-solving skills with the ability to follow established processes. Excellent customer service and strong verbal and written communication skills. Professional English proficiency with the ability to speak read and understand English in a business environment.
Required Education:
System engineer
