Overview

Tier 1 IT Helpdesk / MSP Support Agent Jobs in Nairobi, Nairobi County, Kenya at Softgic

Title: Tier 1 IT Helpdesk / MSP Support Agent

Company: Softgic

Location: Nairobi, Nairobi County, Kenya

Job Title: Tier 1 IT Helpdesk or MSP Support Agent

Position Overview

The Tier 1 IT Helpdesk, or MSP Support Agent provides high-quality customer service and technical support to clients through multiple communication channels, primarily by phone. Serves as the frontline support for IT and High-Speed Internet Access (HSIA) concerns, ensuring timely resolution or escalation of issues while meeting service level agreements (SLAs) and maintaining operational efficiency.

Key Responsibilities

  • Serve as the primary point of contact for incoming support requests via phone, email, chat, and ticketing systems

  • Troubleshoot and resolve basic technical issues related to:

  • Workstations (Windows/Mac)

  • Mobile devices

  • Printers and peripherals

  • Email systems (e.g., Microsoft 365, Google Workspace)

  • Internet connectivity and network-related issues, including:

  • Modems, routers, NICs, and Wi-Fi connectivity

  • LAN/WAN verification and stability (latency, packet loss, traceroute)

  • Head-end/server and gateway availability

  • Network components (switches, WAPs)

  • Verifies in-room or on-site network hardware (CPE, cabling, xDSL, coax, Wi-Fi bridges)

  • Assists with non-PC device connectivity (mobile devices, gaming consoles, PDAs)

  • Supports adding new users/customers and basic service provisioning

  • Log, categorize, and prioritize tickets to meet or exceed SLA response and resolution targets

  • Perform initial diagnostics and provide first-call resolution whenever possible

  • Escalate complex or unresolved issues to Tier 2 or Tier 3 support teams with proper documentation

  • Follow standard operating procedures (SOPs), runbooks, and knowledge base articles

  • Maintain a high level of professionalism and confidentiality when handling client data

  • Assist with user account management (password resets, access provisioning, permissions)

  • Support onboarding and offboarding processes for client users

  • Maintain accurate documentation of issues, resolutions, and client interactions

  • Monitor system alerts and respond to automated notifications as needed

  • Delivering excellent customer service and always maintain a professional demeanor

  • Continuously expand technical knowledge and stay current with MSP tools and best practices

Required Qualifications

  • 1–2 years of experience in IT support, helpdesk, HSIA support or MSP environment (preferred)

  • High school diploma or equivalent (Associates degree in IT or related field preferred)

  • Strong customer service mindset with the ability to manage multiple tasks simultaneously

  • Ability to follow processes while exercising sound judgment

  • Reliable, punctual, and able to work independently or as part of a team

  • Strong understanding of basic IT concepts, troubleshooting methodologies, and problem-solving skills

  • Basic understanding of:

  • Windows and/or macOS operating systems

  • Active Directory and user account management

Apply

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