Job Purpose:
The IT Support Engineer will provide comprehensive technical support for end-users, ensuring smooth operation of IT systems, networks, and communication tools within the Organization. The role involves troubleshooting and resolving hardware, software, and network issues while maintaining high service levels and security standards.
Key Responsibilities:
1. End-User IT Support
• Provide first and second-level IT support for all employees, ensuring timely resolution of technical issues.
• Troubleshoot and resolve hardware and software-related problems on desktops, laptops, and mobile devices.
• Assist users with system access, password resets, and account management.
• Install, configure, and update applications as per organizational IT policies.
• Provide training and guidance to users on IT best practices and security policies.
2. Network & Connectivity Support
• Support LAN/WAN troubleshooting, ensuring seamless network connectivity.
• Monitor network performance and escalate issues to the relevant teams when necessary.
• Assist in configuring and managing network devices such as routers, switches, and access points.
• Support VPN and remote access solutions for users working off-site.
3. Printer & Peripheral Support
• Install, configure, and maintain printers, scanners, and other peripherals.
• Troubleshoot printer issues, liaising with vendors when necessary for repairs and replacements.
• Manage print servers and user access to printing resources.
4. IP Telephony & Video Conferencing Support
• Assist in setting up and maintaining IP telephony solutions, including VoIP phones.
• Provide technical support for video conferencing tools such as Microsoft Teams, Zoom, and WebEx.
• Ensure seamless functionality of conference room equipment, including microphones, speakers, and displays.
• Support in troubleshooting audio and video quality issues during meetings.
5. IT Asset Management & Documentation
• Maintain an up-to-date inventory of IT assets, ensuring proper tagging and tracking.
• Document common IT issues, troubleshooting steps, and resolutions for knowledge sharing.
• Support in procurement and deployment of IT hardware and software solutions.
6. Security & Compliance
• Ensure all IT systems comply with corporate security policies and standards.
• Assist in implementing cybersecurity measures, including endpoint protection and email security.
• Educate users on IT security best practices, including phishing awareness and password policies.
Requirements
Qualifications & Experience:
• Bachelor’s degree in Information technology, Computer Science, or a related field.
• Minimum of 3 years experience in an IT support role.
• Experience in troubleshooting hardware, software, and network-related issues.
• Familiarity with Windows and macOS operating systems.
• Understanding of networking concepts (TCP/IP, DNS, DHCP, VPN).
• Hands-on experience with Active Directory and Office 365 administration.
• Experience with printer maintenance and troubleshooting.
• Knowledge of IP telephony and video conferencing tools.
• IT certifications such as CompTIA A+, ITIL, CCNA, or Microsoft certifications will be an added advantage.
Key Competencies & Skills:
• Strong problem-solving and analytical skills.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Attention to detail and strong organizational skills.
• Ability to work in a fast-paced environment and manage multiple tasks simultaneously.
Work Environment:
• This is an on-site role based in Nairobi, Kenya.
• Requires occasional travel to branch offices for IT support.
• May involve after-hours and weekend support as needed.