Solvo Global

IT Helpdesk Technician

Nairobi

Posted 04 June, 2026

Deadline 18 June, 2026

Information TechnologyFull-TimeJunior-level(1-2 yrs)

Job Description

About the Role

The Tier 1 IT Helpdesk or MSP Support Agent provides high-quality customer service and technical support through multiple communication channels, primarily phone. Acts as frontline support for IT and HSIA concerns, ensuring timely resolution or escalation while meeting SLAs and maintaining efficiency.

Key Responsibilities

Multi-channel support: Handle requests via phone, email, chat, and ticketing systems.
Issue resolution: Troubleshoot workstations (Windows/Mac), mobile devices, printers, email systems (Microsoft 365, Google Workspace), internet connectivity, LAN/WAN, routers, switches, WAPs, cabling, and non-PC devices (consoles, PDAs).
Ticket management: Log, categorize, and prioritize to meet SLA targets.
Escalation: Forward complex cases to Tier 2/3 with documentation.
User management: Password resets, access provisioning, and onboarding/offboarding.
Monitoring: Respond to alerts and notifications.
Documentation: Maintain accurate records of issues and resolutions.
Customer service: Ensure professional, empathetic support.
Continuous learning: Stay updated on MSP tools and best practices.

Skills & Qualifications

Experience: 1-2 years in IT support, helpdesk, HSIA, or MSP.
Education: High school diploma (associate degree preferred).
Customer focus: Multitasking with professionalism.
Technical knowledge: Windows/macOS, Active Directory, networking fundamentals (IP, DNS, DHCP, Wi-Fi), and ticketing systems (ConnectWise, ServiceNow, Zendesk).
Communication: Excellent English, verbal and written.