Peach Cars KE is an e-commerce solution revolutionizing car ownership in sub-Saharan Africa. We started with an automotive marketplace, leveraging technology and robust offline operations to reduce pain points in the market for locally-used vehicles, delivering quality, convenience, and value to our customers. At Peach, we believe cars are more than their component parts - t...

Key Responsibilities

• Service Desk Management: Run the day-to-day support workflow by reviewing, categorising, prioritising and tracking requests. Keep users informed, maintain clear records and ensure requests are resolved, escalated or closed within agreed service levels.
• User Support and Technical Competency: Provide remote and on-site Level 1 and Level 2 support for devices, accounts, office applications, collaboration tools, printing, telephony and connectivity. Maintain the technical knowledge needed to diagnose issues methodically and resolve them safely.
• Escalation Management: Identify issues that require specialist input or additional authority, capture the impact, diagnostics and actions already taken, and route them to the IT Manager or approved provider. Coordinate follow-up and user updates through to resolution.
• Joiner, Mover, Leaver (JML) Management: Complete approved employee onboarding, role changes and offboarding by preparing or recovering devices, creating or updating accounts, access and licenses, and recording completion.
• Asset Management: Maintain accurate records of IT equipment and software, including assignment, location, condition, warranty, license use, returns, repairs and secure disposal.
• Infrastructure Maintenance: Carry out routine monitoring, first-line maintenance and basic diagnostics across office networks, Wi-Fi, internet services, telephony, printing, endpoint security and backups. Complete approved low-risk maintenance and escalate service risks.
• Procurement and Vendor Management: Gather requirements, obtain quotations and raise approved requests for equipment, repairs, subscriptions and renewals. Track orders, warranties and supplier cases, and escalate delivery, service-quality or commercial concerns.
• Policy and SOP Adherence: Follow approved IT policies, security standards, access controls, checklists and operating procedures. Maintain required records and raise exceptions or non-compliance promptly.
• Change Management Support: Support approved technology changes through readiness checks, testing, user communication, deployment checklists, post-change validation and documentation.
• User Training and Enablement: Provide practical onboarding and refresher guidance, maintain clear user guides and FAQs, and help colleagues use workplace technology securely and effectively.
• Continuous Process Improvement: Review recurring issues, user feedback and support data to recommend practical improvements. Implement approved actions and check whether they reduce repeat work or improve service quality.

Qualifications & Experience

Must-Have Qualifications

• Bachelor’s degree or diploma in Information Technology, Computer Science, Engineering, Telecommunications or a related field, or equivalent practical capability.
• 3-5 years of experience in IT support, helpdesk, desktop support, systems administration or a related operational role, including responsibility for difficult tickets or a shared support queue.
• Strong hands-on troubleshooting of Windows 10/11 and working familiarity with macOS, common office applications, laptops, mobile devices, printers, meeting-room or AV equipment and user peripherals.
• Experience administering Google Workspace or Microsoft 365/Active Directory and an identity platform such as Entra ID/Azure AD, including users, groups, licenses, permissions and multifactor authentication.
• Working knowledge of LAN/WAN, Wi-Fi, routers, switches, firewalls, internet services, telephony, cloud or hosted services, endpoint management, endpoint security, patching, backups and access control.
• Experience with service desk or ITSM tools, ticket prioritisation, service levels, incident escalation, knowledge articles and operational reporting.
• Experience maintaining IT asset and software-license records and coordinating repairs, suppliers, subscriptions and renewals.
• Clear written and verbal communication, patient user support, disciplined documentation, sound prioritisation and the ability to work independently while escalating appropriately.

Nice-to-Have Qualification

• IT service management training or certification, such as ITIL Foundation, or relevant endpoint, cloud, networking or cybersecurity certification.
• Experience supporting a multi-site or branch-based organisation with business-critical connectivity and workplace technology.
• Basic scripting or automation capability for approved support and administration tasks.

Core Competencies

• Service ownership and user empathy
• Hands-on troubleshooting and sound escalation judgement
• Queue control, prioritisation and reliable follow-through
• Practical systems, endpoint, identity, network and security knowledge
• Clear communication, accurate administration and practical improvement based on service data

• Service Desk Management: Run the day-to-day support workflow by reviewing, categorising, prioritising and tracking requests. Keep users informed, maintain clear records and ensure requests are resolved, escalated or closed within agreed service levels.
• User Support and Technical Competency: Provide remote and on-site Level 1 and Level 2 support for devices, accounts, office applications, collaboration tools, printing, telephony and connectivity. Maintain the technical knowledge needed to diagnose issues methodically and resolve them safely.
• Escalation Management: Identify issues that require specialist input or additional authority, capture the impact, diagnostics and actions already taken, and route them to the IT Manager or approved provider. Coordinate follow-up and user updates through to resolution.
• Joiner, Mover, Leaver (JML) Management: Complete approved employee onboarding, role changes and offboarding by preparing or recovering devices, creating or updating accounts, access and licenses, and recording completion.
• Asset Management: Maintain accurate records of IT equipment and software, including assignment, location, condition, warranty, license use, returns, repairs and secure disposal.
• Infrastructure Maintenance: Carry out routine monitoring, first-line maintenance and basic diagnostics across office networks, Wi-Fi, internet services, telephony, printing, endpoint security and backups. Complete approved low-risk maintenance and escalate service risks.
• Procurement and Vendor Management: Gather requirements, obtain quotations and raise approved requests for equipment, repairs, subscriptions and renewals. Track orders, warranties and supplier cases, and escalate delivery, service-quality or commercial concerns.
• Policy and SOP Adherence: Follow approved IT policies, security standards, access controls, checklists and operating procedures. Maintain required records and raise exceptions or non-compliance promptly.
• Change Management Support: Support approved technology changes through readiness checks, testing, user communication, deployment checklists, post-change validation and documentation.
• User Training and Enablement: Provide practical onboarding and refresher guidance, maintain clear user guides and FAQs, and help colleagues use workplace technology securely and effectively.
• Continuous Process Improvement: Review recurring issues, user feedback and support data to recommend practical improvements. Implement approved actions and check whether they reduce repeat work or improve service quality.

• Strong hands-on troubleshooting of Windows 10/11 and working familiarity with macOS, common office applications, laptops, mobile devices, printers, meeting-room or AV equipment and user peripherals.
• Experience administering Google Workspace or Microsoft 365/Active Directory and an identity platform such as Entra ID/Azure AD, including users, groups, licenses, permissions and multifactor authentication.
• Working knowledge of LAN/WAN, Wi-Fi, routers, switches, firewalls, internet services, telephony, cloud or hosted services, endpoint management, endpoint security, patching, backups and access control.
• Experience with service desk or ITSM tools, ticket prioritisation, service levels, incident escalation, knowledge articles and operational reporting.
• Experience maintaining IT asset and software-license records and coordinating repairs, suppliers, subscriptions and renewals.
• Clear written and verbal communication, patient user support, disciplined documentation, sound prioritisation and the ability to work independently while escalating appropriately.
• Basic scripting or automation capability for approved support and administration tasks.
• Service ownership and user empathy
• Hands-on troubleshooting and sound escalation judgement
• Queue control, prioritisation and reliable follow-through
• Practical systems, endpoint, identity, network and security knowledge
• Clear communication, accurate administration and practical improvement based on service data

• Bachelor’s degree or diploma in Information Technology, Computer Science, Engineering, Telecommunications or a related field, or equivalent practical capability.
• IT service management training or certification, such as ITIL Foundation, or relevant endpoint, cloud, networking or cybersecurity certification.
• Experience supporting a multi-site or branch-based organisation with business-critical connectivity and workplace technology.