Information Technology Help Desk Technician

Job Title: Information Technology Help Desk Technician

Company: Solvo Global

Location: Nairobi, Kenya

Job Type: Full-Time

Job Category: ICT / Computer

Minimum Qualification: BA/BSc/HND

Experience: Not specified

Application Deadline: Not specified

Salary: Not specified

JOB OVERVIEW

Solvo Global is seeking an Information Technology Help Desk Technician to provide technical support and resolve IT-related issues for users.

The successful candidate will assist with troubleshooting computer systems, mobile devices, printers, internet connectivity, network equipment, productivity applications and user accounts.

The role requires a strong understanding of IT support procedures, networking fundamentals, operating systems and customer service. The technician will also manage support tickets, document technical incidents, escalate complex problems and help maintain reliable IT operations.

This opportunity is suitable for a technically capable professional who enjoys solving problems, assisting users and working in a service-oriented IT environment.

ABOUT SOLVO GLOBAL

Solvo Global provides staffing and talent solutions to businesses in North America. The company connects organizations in the United States and Canada with professionals across various specialties and incorporates AI-powered tools into its operations.

The Information Technology Help Desk Technician will support users by resolving technical problems, maintaining accurate support records and helping ensure that IT services operate efficiently.

KEY RESPONSIBILITIES

• The successful candidate will perform the following duties:
• 1. Technical Support
• Provide IT assistance through phone calls, email, chat and ticketing systems.
• 2. Computer and Device Troubleshooting
• Diagnose and resolve problems affecting Windows and macOS computers, mobile devices, printers and other peripherals.
• 3. Application Support
• Assist users experiencing issues with Microsoft 365, Google Workspace and other supported workplace applications.
• 4. Network and Connectivity Support
• Troubleshoot internet connectivity and network performance issues involving routers, modems, Wi-Fi networks, switches and access points.
• 5. User Account Management
• Resolve user access and permission issues and support account administration.
• 6. Incident Resolution
• Investigate technical problems and resolve them during the initial contact whenever possible.
• 7. Ticket Management
• Record, prioritize and manage support tickets according to established Service Level Agreements (SLAs).
• 8. Escalation of Technical Issues
• Escalate complex problems to higher-level support teams while providing clear documentation of the issue and troubleshooting steps already completed.
• 9. Employee Onboarding and Offboarding
• Assist with IT-related onboarding and offboarding activities, including user access and account-related tasks.
• 10. System Monitoring
• Monitor alerts and respond to system notifications requiring technical attention.
• 11. Documentation and Reporting
• Maintain accurate records of technical incidents, resolutions and customer interactions.
• 12. Compliance with Support Procedures
• Follow operational procedures, knowledge base articles and established technical support guidelines.
• 13. Customer Service
• Provide professional, helpful and reliable support while ensuring a positive experience for users.
• QUALIFICATIONS AND REQUIREMENTS
• Applicants should possess relevant technical knowledge, troubleshooting abilities and customer service skills.
• Technical Requirements
• Candidates should demonstrate the following competencies:
• Knowledge of Windows and/or macOS operating systems.
• Understanding of Active Directory and user account management.
• Knowledge of networking fundamentals, including IP addressing, DNS, DHCP and Wi-Fi.
• Experience troubleshooting internet connectivity and network-related problems.
• Familiarity with IT support ticketing platforms such as ConnectWise, ServiceNow or Zendesk.
• Ability to diagnose and resolve common hardware, software and connectivity issues.
• Understanding of technical support documentation and incident management procedures.
• Additional Technical Experience
• Experience in the following areas is also relevant:
• Microsoft 365 administration.
• Remote Monitoring and Management (RMM) tools.
• Basic cybersecurity practices.
• Multi-Factor Authentication (MFA).
• Endpoint protection.
• The vacancy does not specify a mandatory number of years of experience.
• Professional Requirements
• Applicants should demonstrate:
• Strong customer service and communication skills.
• Excellent troubleshooting and problem-solving abilities.
• Ability to manage multiple tasks and competing priorities.
• Attention to detail and accurate documentation.
• Ability to work independently and collaboratively.
• Professionalism, reliability and accountability.
• KEY SKILLS AND COMPETENCIES
• The role requires a combination of technical and interpersonal skills.
• Technical Skills
• IT technical support.
• Computer and software troubleshooting.
• Networking fundamentals.
• Internet connectivity support.
• Active Directory.
• User account and access management.
• Microsoft 365 administration.
• Ticketing system management.
• Incident documentation.
• SLA management.
• Basic cybersecurity.
• System monitoring.
• Professional Skills
• Customer service.
• Communication.
• Problem-solving.
• Team collaboration.
• Organization and time management.
• Task prioritization.
• Attention to detail.
• Continuous learning.
• IDEAL CANDIDATE
• The ideal candidate is a technically skilled professional who can investigate IT problems, identify their causes and provide practical solutions while maintaining good communication with users.
• They should be comfortable supporting different operating systems, applications, computer peripherals and network devices.
• The successful applicant should also understand the importance of documenting incidents, prioritizing support requests and escalating complex issues when necessary.
• Experience with ticketing platforms, Microsoft 365 administration, RMM tools and basic cybersecurity practices would be valuable.
• A customer-focused attitude, willingness to learn and ability to work effectively under pressure will be important in this role.
• SALARY AND WORK ARRANGEMENT
• Job Type: Full-time
• Location: Nairobi, Kenya
• Salary: Not specified.
• Experience Requirement: Not specified.
• Other employment benefits and detailed working arrangements have not been provided in the vacancy announcement.
• HOW TO APPLY
• Interested and qualified candidates should apply through the recruitment channel provided for Solvo Global.
• Application Platform: LinkedIn, through the Solvo Global application listing referenced in the original vacancy announcement.
• Applicants should follow the instructions provided on the recruitment page and submit the information requested by the employer.
• Before applying, ensure that your CV highlights your IT support experience, troubleshooting abilities, networking knowledge and familiarity with operating systems and support ticketing platforms.
• Where applicable, include experience with Active Directory, Microsoft 365, RMM tools and cybersecurity practices.
• Application Deadline: Not specified.
• JOB SUMMARY
• Job Title: Information Technology Help Desk Technician
• Employer: Solvo Global
• Location: Nairobi, Kenya
• Employment Type: Full-Time
• Job Category: ICT / Computer
• Minimum Qualification: BA/BSc/HND listed in the vacancy
• Required Experience: Not specified
• Technical Focus: IT support, troubleshooting, networking and user account management
• Relevant Platforms: ConnectWise, ServiceNow and Zendesk
• Additional Technical Areas: Microsoft 365, RMM tools and cybersecurity
• Salary: Not specified
• Application Method: Online application through the recruitment listing
• Deadline: Not specified
• FREQUENTLY ASKED QUESTIONS
• 1. Where is the Information Technology Help Desk Technician position located?
• The vacancy lists Nairobi, Kenya, as the location.
• 2. What are the main responsibilities of the role?
• The technician will provide user support, troubleshoot computer and network issues, manage support tickets, resolve account access problems and document technical incidents.
• 3. Which operating systems should applicants understand?
• Candidates should have knowledge of Windows and/or macOS.
• 4. Is networking knowledge required?
• Yes. Applicants should understand IP addressing, DNS, DHCP and Wi-Fi, and have experience troubleshooting internet connectivity issues.
• 5. Which ticketing platforms are mentioned?
• The vacancy mentions ConnectWise, ServiceNow and Zendesk.
• 6. Is Microsoft 365 experience useful?
• Yes. Experience with Microsoft 365 administration is listed as an additional technical competency.
• 7. How many years of experience are required?
• The vacancy does not specify a minimum number of years of experience.
• 8. What is the application deadline?
• The deadline has not been specified in the available announcement.
• 9. How can candidates apply?
• Applicants should follow the Solvo Global recruitment listing referenced in the original announcement and complete the application process provided there.
• APPLICATION TIPS
• Tailor your CV to the technical support responsibilities described in the vacancy.
• Highlight practical experience resolving Windows or macOS problems, configuring network connections, managing user accounts and supporting workplace applications.
• If you have used tools such as ServiceNow, Zendesk or ConnectWise, include them in your technical skills section.
• Provide examples of problems you have resolved, how you diagnosed them and the results achieved. Demonstrate your ability to communicate technical information clearly, maintain accurate support records and prioritize incidents effectively.
• Before submitting your application, review your CV for accuracy and ensure that your technical skills are easy for the recruiter to identify.
• For more job description visit: jobopenings.co.ke
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