1679 – Tier 1 IT Helpdesk / MSP Support Agent – Kenya

Overview

1679 – Tier 1 IT Helpdesk / MSP Support Agent – Kenya Jobs in Kenya at Softgic

Title: 1679 – Tier 1 IT Helpdesk / MSP Support Agent – Kenya

Company: Softgic

Location: Kenya

Requirements

• 1–2 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.

Requisitos

Responsibilities

• 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.