About the Role.

We are seeking a highly skilled Tier 3 IT Helpdesk / MSP Support Engineer to join our team in Nairobi. This role is ideal for a seasoned IT professional with extensive experience supporting multiple client environments within a Managed Services Provider (MSP) setting.

Experience

• 4+ years of experience in an MSP environment.
• Experience handling Tier 3 escalations and complex technical incidents.
• Proven ability to manage multiple clients and priorities simultaneously.
• Background supporting cloud-first and hybrid infrastructures.

Technical Skills.

• Strong experience supporting clients within an MSP environment.
• Advanced knowledge of Microsoft 365, Azure/Entra ID, Active Directory, and Windows Server.
• Experience with RMM and PSA platforms commonly used by MSPs.
• Solid understanding of networking fundamentals, including:
  • TCP/IP
  • DNS
  • DHCP
  • VPNs
  • VLANs
  • Firewalls
  • Wireless technologies
• Experience with endpoint management, cybersecurity tools, and EDR platforms.
• Strong PowerShell scripting and automation capabilities.
• Knowledge of backup and disaster recovery solutions.

Key Responsibilities.

Advanced MSP Support & Escalations.

• Act as the primary escalation point for Tier 1 and Tier 2 support teams.
• Resolve complex technical issues across multiple client environments.
• Lead root cause analysis (RCA) and implement permanent solutions for recurring incidents.
• Manage high-priority incidents and ensure timely resolution in accordance with SLAs.
• Coordinate with vendors, third-party providers, and internal teams to resolve critical issues.

Microsoft Ecosystem Administration.

• Manage and support Microsoft 365 environments, including Exchange Online, Teams, SharePoint, and OneDrive.
• Administer Hybrid Active Directory, Azure AD (Entra ID), Group Policy, and Identity Management solutions.
• Support endpoint management solutions and cloud-based productivity platforms.
• Implement and maintain security and compliance policies across Microsoft environments.

Systems & Infrastructure Management.

• Troubleshoot advanced Windows and macOS issues.
• Maintain and optimize servers, virtualization platforms, and cloud environments.
• Configure and manage backup, disaster recovery, and business continuity solutions.
• Support endpoint detection and response (EDR) and cybersecurity tools.

Automation & Process Improvement

• Develop and maintain PowerShell scripts and automation workflows.
• Improve operational efficiencies through RMM tools and automation initiatives.
• Create and maintain technical documentation, knowledge base articles, and standard operating procedures.
• Recommend and implement proactive infrastructure improvements.

Client Relationship & Service Delivery

• Provide exceptional customer service and technical guidance to clients.
• Participate in client meetings and technical reviews when required.
• Ensure service delivery aligns with contractual obligations and service level agreements.
• Contribute to continuous improvement initiatives and operational excellence programs.

Soft Skills

• Excellent verbal and written communication skills.
• Strong analytical and troubleshooting abilities.
• Customer-focused mindset with a commitment to delivering exceptional service.
• Ability to work independently and collaboratively.
• Strong organizational and time-management skills.
• Ability to remain calm and effective during critical incidents and high-pressure situations.

• Act as the primary escalation point for Tier 1 and Tier 2 support teams.
• Resolve complex technical issues across multiple client environments.
• Lead root cause analysis (RCA) and implement permanent solutions for recurring incidents.
• Manage high-priority incidents and ensure timely resolution in accordance with SLAs.
• Coordinate with vendors, third-party providers, and internal teams to resolve critical issues.
• Manage and support Microsoft 365 environments, including Exchange Online, Teams, SharePoint, and OneDrive.
• Administer Hybrid Active Directory, Azure AD (Entra ID), Group Policy, and Identity Management solutions.
• Support endpoint management solutions and cloud-based productivity platforms.
• Implement and maintain security and compliance policies across Microsoft environments.
• Troubleshoot advanced Windows and macOS issues.
• Maintain and optimize servers, virtualization platforms, and cloud environments.
• Configure and manage backup, disaster recovery, and business continuity solutions.
• Support endpoint detection and response (EDR) and cybersecurity tools.
• Develop and maintain PowerShell scripts and automation workflows.
• Improve operational efficiencies through RMM tools and automation initiatives.
• Create and maintain technical documentation, knowledge base articles, and standard operating procedures.
• Recommend and implement proactive infrastructure improvements.
• Provide exceptional customer service and technical guidance to clients.
• Participate in client meetings and technical reviews when required.
• Ensure service delivery aligns with contractual obligations and service level agreements.
• Contribute to continuous improvement initiatives and operational excellence programs.

• Microsoft 365
• Azure/Entra ID
• Active Directory
• Windows Server
• RMM platforms
• PSA platforms
• Networking fundamentals (TCP/IP, DNS, DHCP, VPNs, VLANs, Firewalls, Wireless technologies)
• Endpoint management
• Cybersecurity tools
• EDR platforms
• PowerShell scripting
• Automation
• Backup and disaster recovery solutions
• Windows troubleshooting
• macOS troubleshooting
• Server maintenance
• Virtualization platforms
• Cloud environments
• Excellent verbal and written communication skills
• Strong analytical and troubleshooting abilities
• Customer-focused mindset
• Ability to work independently and collaboratively
• Strong organizational and time-management skills
• Ability to remain calm and effective during critical incidents and high-pressure situations

• BA/BSc/HND
• 4 years of experience in an MSP environment.
• Experience handling Tier 3 escalations and complex technical incidents.
• Proven ability to manage multiple clients and priorities simultaneously.
• Background supporting cloud-first and hybrid infrastructures.
• Strong experience supporting clients within an MSP environment.
• Advanced knowledge of Microsoft 365, Azure/Entra ID, Active Directory, and Windows Server.
• Experience with RMM and PSA platforms commonly used by MSPs.
• Solid understanding of networking fundamentals, including: TCP/IP, DNS, DHCP, VPNs, VLANs, Firewalls, Wireless technologies.
• Experience with endpoint management, cybersecurity tools, and EDR platforms.
• Strong PowerShell scripting and automation capabilities.
• Knowledge of backup and disaster recovery solutions.