Background information about the job or company (e.g., role context, company overview)

Piedmont Global is a Strategic Globalization Organization (SGO) integrating cultural fluency, strategic insight, and custom technology to help clients scale with speed, navigate complexity, and operate seamlessly across cultures, markets, and systems. Headquartered in Washington D.C with team members spanning five continents, Piedmont Global equips organizat...

At Piedmont Global, we deliver exceptional service and technology solutions that empower our people and our clients to achieve more. We are looking for a driven and customer-focused Helpdesk Technician to join our IT team and help maintain our reputation for excellence in service delivery.

Overview

The IT Support Specialist provides comprehensive technical support for our global workforce, focusing on troubleshooting Windows environments, administering Entra ID (Azure Active Directory) accounts, and maintaining IT asset records. While serving as the primary onsite IT contact for our Nairobi office, this role will also handle Tier1 and Tier2 remote support for users across the globe. This role is ideal for a proactive problem-solver who thrives in a collaborative, fast-paced setting.

Responsibilities or duties

• Provide Tier 1 and Tier 2 technical support for global users, handling everything from initial intake to resolving escalated hardware, software, and network issues.
• Serve as the primary point of contact for onsite support and equipment setup within the Nairobi office
• Troubleshoot and support Microsoft Windows 11 environments and related applications for all users globally.
• Create, modify, and disable user accounts in Entra ID (Azure AD), managing group memberships and access permissions.
• Track and resolve tickets in the IT Service Management (ITSM) system, maintaining detailed records of actions taken.
• Support global IT asset management, including device deployment, inventory tracking, and decommissioning.
• Collaborate with internal IT resources to address complex issues.
• Document recurring problems and recommend process or documentation improvements.

Qualifications or requirements (e.g., education, skills)

• 2+ years of experience in an IT support capacity performing tier 1 and tier 2 technical support.
• Proficient with Microsoft Windows 11 desktop environments.
• Working knowledge of Entra ID (Azure Active Directory) account administration.
• Familiarity with Microsoft 365, endpoint management, and basic networking concepts (TCP/IP, DNS, VPN).
• Experience with ticketing systems and remote support tools.
• Strong communication, organization, and documentation skills.

Preferred Certifications

• CompTIA A+, Network+, or Microsoft Certified: Endpoint Administrator Associate.
• Knowledge of ITIL framework or similar IT service management methodologies.

• Provide Tier 1 and Tier 2 technical support for global users, handling everything from initial intake to resolving escalated hardware, software, and network issues.
• Serve as the primary point of contact for onsite support and equipment setup within the Nairobi office
• Troubleshoot and support Microsoft Windows 11 environments and related applications for all users globally.
• Create, modify, and disable user accounts in Entra ID (Azure AD), managing group memberships and access permissions.
• Track and resolve tickets in the IT Service Management (ITSM) system, maintaining detailed records of actions taken.
• Support global IT asset management, including device deployment, inventory tracking, and decommissioning.
• Collaborate with internal IT resources to address complex issues.
• Document recurring problems and recommend process or documentation improvements.

• Proficient with Microsoft Windows 11 desktop environments.
• Working knowledge of Entra ID (Azure Active Directory) account administration.
• Familiarity with Microsoft 365, endpoint management, and basic networking concepts (TCP/IP, DNS, VPN).
• Experience with ticketing systems and remote support tools.
• Strong communication, organization, and documentation skills.

• 2+ years of experience in an IT support capacity performing tier 1 and tier 2 technical support.
• CompTIA A+, Network+, or Microsoft Certified: Endpoint Administrator Associate.
• Knowledge of ITIL framework or similar IT service management methodologies.