We are looking for an IT Support Specialist to join our team in Tatu City to support our Call Center operations. In this role, you will be the first point of contact for technical assistance and play a key role in maintaining the smooth and efficient running of the call center’s IT infrastructure.As an IT Support Specialist, you will provide technical assistance to users and/or business teams through phone support, face-to-face interaction, and office-based troubleshooting. Knowledge of end-user support, telecommunication systems, and infrastructure support is essential to keeping us on the cutting edge. ResponsibilitiesAct as the second line of support for all IT-related inquiries and issues from staff members.Install, diagnose, and resolve hardware, software, and network connectivity issues.Monitor and maintain endpoints by assessing performance, analyzing logs, and troubleshooting issues.Assess potential risks and technical challenges and propose mitigation methods.Ensure the Call Center’s IT environment complies with company security guidelines.Investigate and resolve escalated support requests from end-users.Support IT components such as networking, telecommunication systems, and security services.Adhere to operational, configuration, and other policies and procedures as instructed.Log and document all user queries, issues, and solutions in line with troubleshooting procedures.Provide global support independently and/or in collaboration with the team during respective time zones to ensure continuous follow-the-sun support for Global IT Operations. QualificationsBachelor’s degree in IT, Computer Science, or a related field, or 3+ years of equivalent job experience.Experience supporting IT infrastructure, including phones, networks, printers, and desktop systems.Experience operating with VDI (AVD preferred).Familiarity with LAN, WLAN, and virtual networking (CCNA or equivalent is a plus).Experience with M365, DNS, and mail flow.Experience working within an ITIL Framework.Strong experience configuring, assessing, and troubleshooting VoIP solutions (Teams, Genesys, Polycom).Ability to identify trends and risks and make proactive recommendations.Attention to detail, excellent organizational skills, creativity, and out-of-the-box thinking.Excellent communication and problem-solving skills and the ability to work under pressure.RequirementsBenefits
We are looking for an IT Support Specialist to join our team in Tatu City to support our Call Center operations. In this role, you will be the first point of contact for technical assistance and play a key role in maintaining the smooth and efficient running of the call center’s IT infrastructure.
As an IT Support Specialist, you will provide technical assistance to users and/or business teams through phone support, face-to-face interaction, and office-based troubleshooting. Knowledge of end-user support, telecommunication systems, and infrastructure support is essential to keeping us on the cutting edge.
Responsibilities
- Act as the second line of support for all IT-related inquiries and issues from staff members.
- Install, diagnose, and resolve hardware, software, and network connectivity issues.
- Monitor and maintain endpoints by assessing performance, analyzing logs, and troubleshooting issues.
- Assess potential risks and technical challenges and propose mitigation methods.
- Ensure the Call Center’s IT environment complies with company security guidelines.
- Investigate and resolve escalated support requests from end-users.
- Support IT components such as networking, telecommunication systems, and security services.
- Adhere to operational, configuration, and other policies and procedures as instructed.
- Log and document all user queries, issues, and solutions in line with troubleshooting procedures.
- Provide global support independently and/or in collaboration with the team during respective time zones to ensure continuous follow-the-sun support for Global IT Operations.
Qualifications
- Bachelor’s degree in IT, Computer Science, or a related field, or 3+ years of equivalent job experience.
- Experience supporting IT infrastructure, including phones, networks, printers, and desktop systems.
- Experience operating with VDI (AVD preferred).
- Familiarity with LAN, WLAN, and virtual networking (CCNA or equivalent is a plus).
- Experience with M365, DNS, and mail flow.
- Experience working within an ITIL Framework.
- Strong experience configuring, assessing, and troubleshooting VoIP solutions (Teams, Genesys, Polycom).
- Ability to identify trends and risks and make proactive recommendations.
- Attention to detail, excellent organizational skills, creativity, and out-of-the-box thinking.
- Excellent communication and problem-solving skills and the ability to work under pressure.
Requirements
Benefits
Tatu City is a 5,000-acre new city on Nairobi’s doorstep with homes, schools, businesses, a shopping district, a medical clinic, nature areas and recreation for more than 250,000 residents and tens of thousands of day visitors. Tatu City’s schools educate thousands of students daily, and a range of homes suits all incomes and businesses that thrive in the country’s first operational Special Economic Zone. Located 30 minutes from Westlands, Tatu City represents a new way of living and thinking for all Kenyans in a live, work and play environment that is free from traffic congestion and long-distance commuting.Tatu City is a development by Rendeavour, Africa’s largest new city builder with 30,000 acres of visionary projects in growth trajectories across Ghana, Nigeria, Kenya, Zambia and the Democratic Republic of Congo.
Tatu City is a 5,000-acre new city on Nairobi’s doorstep with homes, schools, businesses, a shopping district, a medical clinic, nature areas and recreation for more than 250,000 residents and tens of thousands of day visitors. Tatu City’s schools educate thousands of students daily, and a range of homes suits all incomes and businesses that thrive in the country’s first operational Special Economic Zone. Located 30 minutes from Westlands, Tatu City represents a new way of living and thinking for all Kenyans in a live, work and play environment that is free from traffic congestion and long-distance commuting.
Tatu City is a development by Rendeavour, Africa’s largest new city builder with 30,000 acres of visionary projects in growth trajectories across Ghana, Nigeria, Kenya, Zambia and the Democratic Republic of Congo.
