Job Title: IT Support Engineer
Department: Information Technology Services
Reports To: Snr IT Consultant
Location: Kikuyu, Kiambu County.
Summary:
We are seeking an enthusiastic and resourceful IT Support Engineer with 2 years of hands-on
experience providing technical assistance to end-users in dynamic organizational settings.
Adept at diagnosing, troubleshooting, and resolving a diverse range of hardware and software
issues, the incumbent demonstrates a keen ability to communicate technical information
clearly to non-technical staff. With a solid foundation in customer service, networking, and
system administration, the candidate thrives in fast-paced environments and is committed to
ensuring optimal productivity and seamless technology operations for all stakeholders.
Key Responsibilities:
• Technical Support: Respond promptly to user inquiries via phone, email, ticketing
systems, or in-person, providing first-line support for hardware, software, network, and
application-related issues.
• Troubleshooting: Diagnose and resolve complex incidents involving desktops, laptops,
printers, mobile devices, and peripheral equipment. Use standard diagnostic tools and
methodologies to identify root causes and implement effective solutions.
• System Administration: Assist with the installation, configuration, and maintenance of
Windows operating systems and standard business applications (Microsoft 365,
productivity suites, collaboration tools).
• User Account Management: Create, modify, and delete user accounts in Active
Directory, email systems, and other business platforms. Ensure appropriate access
controls are maintained in compliance with company policies.
• Network Support: Support basic network troubleshooting (wired and wireless), including
IP configuration, connectivity issues, and printer network setup. Escalate more complex
networking issues to senior engineers as necessary.
• Asset Management: Maintain accurate inventory records for IT assets, including
hardware, software, and licensed products. Assist with procurement, deployment, and
decommissioning of equipment.
• Onboarding & Training: Support new employee onboarding by provisioning devices,
setting up user accounts, and delivering introductory IT orientations. Provide ongoing
training on best practices, security, and new technologies.
• Documentation: Create and maintain detailed records of incidents, service requests,
and hardware configurations. Update knowledge bases and technical documentation to
ensure consistent support delivery.
• Security Compliance: Assist in implementing and monitoring security protocols,
including antivirus deployment, patch management, and access control measures.
Report incidents and potential vulnerabilities to security teams.
[Link]
• Continuous Improvement: Participate in team meetings, knowledge-sharing sessions,
and process improvement initiatives. Identify opportunities to enhance IT service
delivery and overall user experience.
Qualifications:
• Bachelor’s degree or diploma in Computer Science, Information Technology, or a related
field (or equivalent practical experience).
• Minimum of 1 years’ experience in an IT support, help desk, or technical support role
within a corporate or institutional environment.
• Strong knowledge of Windows operating systems; familiarity with Linux is an advantage.
• Working knowledge of networking fundamentals (TCP/IP, DNS, DHCP, Wi-Fi
troubleshooting).
• Experience with Microsoft 365, or similar productivity platforms.
• Familiarity with IT Service Management (ITSM) frameworks and ticketing systems (e.g.,
ServiceNow, Jira, Zendesk).
• Basic understanding of cybersecurity practices and data privacy regulations.
• Knowledge of database management systems.
• Soft Skills:
o Excellent communication and interpersonal skills.
o Strong problem-solving and analytical abilities.
o Ability to work independently and as part of a team.
o Strong attention to detail and accuracy.
o Ability to learn quickly and adapt to new technologies.
o Customer-service oriented approach.
To Apply:
Please submit your resume and cover letter to hello@[Link] with the subject line " IT
Support Engineer", by end of day Thursday, 17th July 2025.
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