Desktop and Site Support Technician II
AI job insight
Teleperformance Kenya is hiring a Desktop and Site Support Technician II in Nairobi to keep contact-centre agents productive by resolving hardware, software, network and access issues. The role involves workstation deployment, Active Directory and Microsoft 365 management, ServiceNow ticketing, and daily floor checks within agreed SLAs. Candidates need a diploma or degree in IT, 3+ years of support experience including at least one year in a BPO or contact-centre environment, and must be available for rotating shifts including nights, weekends and public holidays.
- On-site IT support role at a major contact-centre operation in Nairobi
- 3+ years IT support experience required, including at least 1 year in BPO/contact-centre
- Active Directory, Microsoft 365, Windows 10/11 and ServiceNow experience needed
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Teleperformance Kenya is hiring a Desktop and Site Support Technician II in Nairobi to keep contact-centre agents productive by resolving hardware, software, network and access issues. The role involves workstation deployment, Active Directory and Microsoft 365 management, ServiceNow ticketing, and daily floor checks within agreed SLAs. Candidates need a diploma or degree in IT, 3+ years of support experience including at least one year in a BPO or contact-centre environment, and must be available for rotating shifts including nights, weekends and public holidays.
- On-site IT support role at a major contact-centre operation in Nairobi
- 3+ years IT support experience required, including at least 1 year in BPO/contact-centre
- Active Directory, Microsoft 365, Windows 10/11 and ServiceNow experience needed
- Rotating shifts including nights, weekends and public holidays
- Certifications such as CompTIA A+, CCNA or ITIL are an advantage
AI job guide
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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?
- Required3+ years of relevant experienceThe job post includes a minimum experience signal.
- RequiredEducation or certification mentioned in the postThe captured text mentions education, a diploma, certificate, or licence.
- PreferredPractical evidence in security, call_center, part_timeThe 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
- Role specificAcademic or professional certificates
- VerifyID or passport only after verifying the employer
Application tips for this job
- Place your strongest Desktop and Site Support Technician II evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to Teleperformance Kenya and the role in Nairobi.
- Add concrete examples related to security, call_center, part_time, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from BrighterMonday 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
- BrighterMonday 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 Desktop and Site Support Technician II 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 Teleperformance Kenya before the interview.
Ask what the first priorities will be in the role and how success will be measured.
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Original source description
T
Desktop and Site Support Technician II | TP Kenya
Teleperformance
Software & Data
Today
New
Nairobi
Full Time
Confidential
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Language Requirement:
English
Work Type:
Full Time
Working Hours:
8 to 5
Applicant Location:
Kenya
Job descriptions & requirements
As Desktop and Site Support Technician II, you keep our contact-centre agents working. When a headset, PC, login or connection fails, you are first on the floor and the one who gets it fixed. You will own a floor, a shift or a client account, and act before problems reach the business.
Key responsibilities
- Resolve hardware, software, network and access issues for agents and team leaders within agreed service levels.
- Log, update and close every incident and request in the ticketing system (ServiceNow), with clear notes.
- Build and deploy workstations, headsets and peripherals for new hires and new client launches.
- Manage user accounts and access in Active Directory, Microsoft 365 / Google Workspace and client applications.
- Troubleshoot LAN, Wi-Fi, VPN and voice quality, and escalate with evidence when needed.
- Carry out daily floor checks so issues are fixed before agents log in.
- Act as IT point of contact for an assigned client or floor, including client calls and incident updates.
- Keep IT asset records accurate and support equipment tagging and recovery.
- Follow information security and client compliance requirements (PCI DSS, ISO 27001, Kenya Data Protection Act).
- Write knowledge-base articles and coach junior team members.
Requirements
Diploma or degree in IT, Computer Science or a related field.
3 or more years of hands-on IT support experience, at least 1 year in a BPO, contact centre or 24/7 environment.
Strong skills in Windows 10/11, Active Directory, Microsoft 365, and PC and peripheral troubleshooting.
Working knowledge of networking: TCP/IP, DHCP, DNS, VLANs, Wi-Fi and VPN.
Experience with a ticketing tool (ServiceNow preferred) and working to SLAs.
Familiarity with contact-centre tools such as softphones, dialers and CRM platforms.
CompTIA A+ / Network+, CCNA, ITIL Foundation or Microsoft 365 certifications are an advantage.
Available for rotating shifts, including nights, weekends and public holidays.
Who we're looking for
Proactive:
you spot problems early, fix the root cause and follow up without being chased.
Hands-on:
you'd rather roll up your sleeves and solve it than pass the ticket on.
Committed:
you stay steady during busy periods and new client launches.
A clear communicator:
you keep agents, team leaders, clients and engineers informed, especially under pressure.
As Desktop and Site Support Technician II, you keep our contact-centre agents working. When a headset, PC, login or connection fails, you are first on the floor and the one who gets it fixed. You will own a floor, a shift or a client account, and act before problems reach the business.
Key responsibilities
- Resolve hardware, software, network and access issues for agents and team leaders within agreed service levels.
- Log, update and close every incident and request in the ticketing system (ServiceNow), with clear notes.
- Build and deploy workstations, headsets and peripherals for new hires and new client launches.
- Manage user accounts and access in Active Directory, Microsoft 365 / Google Workspace and client applications.
- Troubleshoot LAN, Wi-Fi, VPN and voice quality, and escalate with evidence when needed.
- Carry out daily floor checks so issues are fixed before agents log in.
- Act as IT point of contact for an assigned client or floor, including client calls and incident updates.
- Keep IT asset records accurate and support equipment tagging and recovery.
- Follow information security and client compliance requirements (PCI DSS, ISO 27001, Kenya Data Protection Act).
- Write knowledge-base articles and coach junior team members.
- Diploma or degree in IT, Computer Science or a related field.
- 3 or more years of hands-on IT support experience, at least 1 year in a BPO, contact centre or 24/7 environment.
- Strong skills in Windows 10/11, Active Directory, Microsoft 365, and PC and peripheral troubleshooting.
- Working knowledge of networking: TCP/IP, DHCP, DNS, VLANs, Wi-Fi and VPN.
- Experience with a ticketing tool (ServiceNow preferred) and working to SLAs.
- Familiarity with contact-centre tools such as softphones, dialers and CRM platforms.
- CompTIA A+ / Network+, CCNA, ITIL Foundation or Microsoft 365 certifications are an advantage.
- Available for rotating shifts, including nights, weekends and public holidays.
- Who we're looking for
- Proactive:
- you spot problems early, fix the root cause and follow up without being chased.
- Hands-on:
- you'd rather roll up your sleeves and solve it than pass the ticket on.
- Committed:
- you stay steady during busy periods and new client launches.
- A clear communicator:
- you keep agents, team leaders, clients and engineers informed, especially under pressure.
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