Position: IT Support- level 1

Location: Nairobi

Employment type: Full time

Our client, an international organization who is a leading provider of language interpretation services, is seeking to recruit an IT Support level 1.

The successful candidate will be responsible for providing first-level technical support across a wide range of IT systems, including network infrastructure, IP routing, telecommunications, PC and peripheral troubleshooting, and basic application support. This role is the first point of contact for users reporting issues and ensures timely resolution or escalation. Excellent problem-solving skills and a focus on customer service are key.

Duties and Responsibilities:

Incident Management:

• Act as the first point of contact for users seeking technical assistance via phone, email, or ticketing systems.
• Log and categorize incoming incidents and service requests in the ticketing system.
• Provide regular updates to users on the progress of their issues.

PC & Peripheral Troubleshooting:

• • Diagnose and troubleshoot basic hardware issues, including desktops, laptops, monitors, keyboards, mice, speakers, microphones, and printers.
  • Perform hardware checks and configurations (e.g., USB ports, connections, device drivers).
  • Assist with basic software troubleshooting for operating systems (Windows, macOS) and standard office applications.
  • Install, configure, and support PC peripherals (e.g., printers, scanners, external drives)

Network & Telephony Support:

• • Troubleshoot basic network connectivity issues (e.g., LAN, WAN, wireless).
  • Support IP routing configurations and perform basic diagnostics on routers, switches, and firewalls.
  • Assist in troubleshooting DNS, DHCP, and TCP/IP network issues.
  • Provide initial support for VoIP and traditional phone system issues.
  • Troubleshoot basic telecom connectivity problems, such as dropped calls or connection failures.