Information Technology Help Desk Technician
AI job insight
Solvo Global is hiring a full-time Information Technology Help Desk Technician in Nairobi. The role provides customer support through phone, email, chat and ticketing systems while troubleshooting workstations, cloud services, networks, user access and peripherals.
- Provides phone, email, chat and ticket-based technical support.
- Troubleshoots Windows, macOS, mobile devices, cloud services and network issues.
- Ticketing experience may include ConnectWise, ServiceNow and Zendesk.
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Solvo Global is hiring a full-time Information Technology Help Desk Technician in Nairobi. The role provides customer support through phone, email, chat and ticketing systems while troubleshooting workstations, cloud services, networks, user access and peripherals.
- Provides phone, email, chat and ticket-based technical support.
- Troubleshoots Windows, macOS, mobile devices, cloud services and network issues.
- Ticketing experience may include ConnectWise, ServiceNow and Zendesk.
- Manages SLAs, escalations, incidents, system alerts and technical documentation.
- Supports user onboarding, offboarding and account access.
AI job guide
Use this guide to check salary signals, requirements, documents, application steps and safety before you apply.
AI salary guide
Not enough public dataNot enough public salary data is available for this exact role. Before applying, prepare to ask about gross pay, benefits, contract length, probation period, transport and any allowances.
Can you qualify for this role?
- UnclearRelated work experienceThe text mentions experience, but the exact level should be confirmed at source.
- PreferredPractical evidence in security, call_center, internshipThe tags and summary point to skills connected with this role.
- RequiredAvailability to work in NairobiThe vacancy is associated with this location.
- UnclearComfort with the Full Time contract termsConfirm hours, duration, probation and benefits at the original source.
Documents to prepare
- Likely requiredUpdated CV
- Role specificCover letter or short employer message
- OptionalProfessional references
- VerifyID or passport only after verifying the employer
Application tips for this job
- Place your strongest Information Technology Help Desk Technician evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to Solvo Global and the role in Nairobi.
- Add concrete examples related to security, call_center, internship, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from JobWeb Kenya; avoid sending documents to unofficial contacts or copied links.
- Confirm the deadline, interview location and employer contact before sharing personal documents.
- Prepare a polite question about pay, benefits and contract terms for later interview stages.
Source and safety check
- JobWeb Kenya
- Original source link available
- Application method is clear
- Deadline not specified
- No major risk signal was detected in the captured text.
Never pay for interviews, shortlisting, medical checks, uniforms, or job placement. Confirm every application at the original source before sharing personal documents. Report suspicious listing.
Interview preparation
- What experience makes you a strong fit for this Information Technology Help Desk Technician role in security, call_center?
- How have you handled responsibilities similar to those in this job post?
- Are you available to work in Nairobi under the listed contract or schedule?
- Prepare examples with clear responsibilities, tools used and measurable outcomes.
- Review the source and research Solvo Global before the interview.
Ask what the first priorities will be in the role and how success will be measured.
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Use AI to apply better
After confirming the original source, use Career Assistant to check role fit, tailor your CV and prepare a cover letter or employer message.
Original source description
What You’ll Do.
Provide support via phone, email, chat, and ticketing systems
Troubleshoot and resolve issues related to:
Windows and macOS workstations
Mobile devices
Printers and peripherals
Microsoft 365 and Google Workspace
Internet connectivity and network performance
Routers, modems, Wi-Fi, switches, and access points
User account access and permissions
Diagnose and resolve technical issues on first contact whenever possible
Log, prioritize, and manage support tickets in accordance with SLAs
Escalate complex issues to higher-level support teams with proper documentation
Support onboarding and offboarding activities
Monitor alerts and respond to system notifications
Maintain accurate records of incidents, resolutions, and customer interactions
Follow operational procedures, knowledge base articles, and support guidelines
Deliver an exceptional customer experience with every interaction
Requirements
- Technical Skills.
- Knowledge of Windows and/or macOS operating systems.
- Understanding of Active Directory and user account management.
- Knowledge of networking fundamentals (IP, DNS, DHCP, Wi-Fi).
- Experience troubleshooting internet and connectivity issues.
- Experience working with ticketing platforms such as:
- ConnectWise.
- ServiceNow.
- Zendesk.
- Professional Skills.
- Strong customer service and communication skills
- Ability to multitask and manage priorities effectively
- Excellent troubleshooting and problem-solving abilities
- Strong attention to detail and documentation practices
- Ability to work independently and in a team environment
- Professional, reliable, and accountable mindset
- Experience with:
- Microsoft 365 Administration
- Remote Monitoring & Management (RMM) tools
- Basic cybersecurity practices (MFA, Endpoint Protection)
- Key Skills
- Technical Support.
- IT Troubleshooting.
- Networking Fundamentals.
- Internet & HSIA Support.
- Active Directory.
- User Account Management.
- Ticket Management Systems.
- Documentation & SLA Management.
- Problem Solving.
- Customer Service.
- Team Collaboration.
- Organization & Time Management.
- Continuous Learning.