Tier 3 IT Helpdesk, MSP or NOC Support Agent
AI summary
Solvo Global is hiring an experienced Tier 3 IT Support & NOC Engineer to join its operations team in Nairobi. The role involves advanced troubleshooting, network administration, incident management, and infrastructure monitoring for mission-critical client environments. Candidates need at least two years of NOC, MSP, or network engineering experience and strong skills in routing, switching, firewalls, and Microsoft technologies.
- Senior escalation role handling complex network, systems, and security incidents
- Requires minimum 2 years in NOC, MSP, or network engineering environments
- On-site position on Mogotio Road, Nairobi with rotating shifts and on-call duties
- Preferred certifications include CCNA, CCNP, Fortinet NSE, and Aruba Certified Professional
- Hands-on work with Cisco, Aruba, Meraki, Fortinet, and monitoring tools like SolarWinds and PRTG
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?
- Required2+ 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, 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
- Role specificAcademic or professional certificates
- VerifyID or passport only after verifying the employer
Application tips for this job
- Place your strongest Tier 3 IT Helpdesk, MSP or NOC Support Agent 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 Tier 3 IT Helpdesk, MSP or NOC Support Agent 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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Original source description
Position Overview
We are seeking an experienced and highly skilled Tier 3 IT Support & NOC Engineer to join our operations team in Nairobi.
This role represents the highest level of technical escalation within the support organization and is responsible for maintaining the stability, availability, performance, and security of client environments. The successful candidate will provide advanced troubleshooting, network administration, incident management, infrastructure monitoring, automation, and operational leadership while supporting mission-critical environments.
The ideal candidate has a strong background in Network Operations Centers (NOC), Managed Service Providers (MSP), enterprise infrastructure, and advanced networking technologies.
Key
Responsibilities
- Monitor and maintain network and IT infrastructure to ensure system availability and performance.
- Respond to alerts, outages, and critical incidents within established SLA timelines.
- Troubleshoot complex network, systems, and connectivity issues.
- Support and manage network equipment including routers, switches, wireless controllers, and firewalls.
- Escalate and coordinate issues with internal engineering teams and third-party vendors when required.
- Administer and support Microsoft 365, Active Directory, and Entra ID environments.
- Perform root cause analysis (RCA) and document findings and resolutions.
- Configure and support LAN, WAN, VPN, SD-WAN, and wireless network environments.
- Create and maintain technical documentation, procedures, and incident reports.
- Assist with system upgrades, patches, maintenance activities, and infrastructure improvements.
- Support security initiatives, monitor security events, and follow compliance requirements.
- Coordinate with field technicians and external vendors during installations, maintenance, and troubleshooting activities.
- Participate in a 24/7 support environment and provide advanced technical support as needed.
- Required Qualifications
- Technical Skills
- Strong understanding of TCP/IP networking fundamentals.
Experience
- with routing and switching technologies.
- Knowledge of VLANs, QoS, VPNs, ACLs, SD-WAN, and MPLS.
- managing:
- Cisco
- Aruba
- Ruckus
- Meraki
- with firewalls:
- Cisco ASA
- Fortinet
- WatchGuard
- Hands-on
- with:
- SolarWinds
- PRTG
- Nagios
- Zabbix
- using:
- Wireshark
- tcpdump
- Knowledge of Microsoft technologies:
- Active Directory
- Microsoft Entra ID
- Microsoft 365
- PowerShell scripting
- preferred.
- in NOC, Network Operations, MSP, Infrastructure Support, or Network Engineering roles.
- handling escalations and critical incidents.
- coordinating field technicians and vendor activities.
- supporting enterprise network environments.
- Soft Skills
- Professional
- English
- proficiency
- Strong analytical and troubleshooting skills.
- Excellent communication abilities.
- Ability to remain calm during high-priority incidents.
- Strong organizational and time-management skills.
- Team-oriented mindset with mentoring abilities.
- Strong customer service focus.
Preferred Qualifications
- Certifications
- CCNA
- CCNP
- Fortinet NSE
- Aruba Certified Professional
- Ruckus Certification
- Meraki Certification
- CompTIA Network+
- CWNA
Requirements
Minimum 2 years of
Education
Location: Mogotio Road, Nairobi, Kenya
- Bachelor’s Degree in:
- Computer Science
- Information Technology
- Network Engineering
- Working Conditions
- On-Site Position
- 24/7 Operations Environment
- Rotating shifts may be required.
- Weekend availability may be required.
- Participation in on-call schedules may be required.