2ND TO 3RD LINE IT SUPPORT ENGINEER
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Job summary
Our client is a well-established UK-founded Managed Service Provider supporting a diverse client base across London, the UK and the US. They pride themselves on being responsive, technically capable, and genuinely invested in delivering a high standard of support and client service.
Min Qualification:
Diploma
Experience Level:
Mid level
Experience Length:
2 years
Language Requirement:
English
Working Hours:
Full Time - 8 to 5
Applicant Location:
Nairobi, Kenya
Job descriptions & requirements
Employer: Optimise Outsourcing Ltd
Work Location: Nairobi (Office-based)
Working Hours: Monday–Friday
Type: Full-Time
1. Introduction to the Role
Optimise Outsourcing is looking for a technically capable and experienced 2nd to 3rd Line
Engineer with strong Microsoft 365, networking, and infrastructure experience to join our growing support team
You will work across escalated support, infrastructure administration, technical troubleshooting, and project delivery for multiple client environments.
You will be expected to independently manage technical issues through to resolution, maintain strong communication with users and stakeholders, and contribute positively to the overall quality and efficiency of the service desk.
2. About the Client
Our client is a well-established UK-founded Managed Service Provider supporting a diverse client base across London, the UK and the US. They pride themselves on being responsive, technically capable, and genuinely invested in delivering a high standard of support and client service.
The firm operates in a fast-paced, deadline-driven environment where attention to detail, ownership, and consistency are essential. You will be part of a collaborative team working across multiple clients,
This is an excellent opportunity for an individual who takes pride in producing high-quality work and thrives in a structured, professional environment.
For GDPR and confidentiality reasons, the client’s identity will be disclosed at the interview stage.
4. About Optimise Outsourcing Optimise Outsourcing is a UK-registered Employer of Record (EOR) and recruitment partner with a strong operational base in Nairobi. We connect high-performing Kenyan professionals with established international businesses and provide:
Full HR and operational support
Structured onboarding and training
Performance coaching and development
A professional, office-based working environment
Joining Optimise means joining a company committed to long-term career growth and operational excellence.
5. Key Responsibilities
Typical responsibilities include
Administering and troubleshooting Microsoft 365 environments including Exchange Online, SharePoint, Teams, Entra ID, Intune, compliance and DLP
Supporting Windows and macOS environments remotely
Managing deployment, configuration and support of endpoint management platforms including Intune and Jamf
Handling cloud, email migration projects
Troubleshooting networking environments including VLANs, WiFi, switches and firewalls
Supporting infrastructure, backups, security platforms and endpoint protection
Managing and updating documentation within IT Glue and PSA systems
Contributing to infrastructure and improvement projects
Maintaining strong ticket quality, documentation and communication standards
Taking ownership of issues through to resolution while escalating appropriately where required
6. Essentials
• Minimum 3 years experience working within an MSP environment
• Strong Microsoft 365 administration experience
• Comfortable independently managing escalated technical issues and client environments
• Strong troubleshooting and problem solving skills
• Experience supporting both Windows and macOS environments
• Confident communication skills with both technical and non-technical users
• Able to work effectively within a fast paced support environment
• Strong attention to detail and documentation standards
• Self-motivated and capable of working independently remotely
• Experience supporting VIP users or demanding client environments is beneficial
• Experience within Film, Animation or Creative Production environments is highly desirable
• Comfortable leading smaller technical projects and client deployments
8. Working Environment & Equipment
Office-based role in Nairobi.
All equipment provided, including:
o Computer and monitors
o Headset and telephony systems
o Secure access to required systems
Candidates are not required to provide their own equipment.
Remuneration is aligned with experience and current market standards.
9. Application Process (Please Read Carefully)
To be considered for this role, applicants must complete ALL the following:
Step 1 — Complete the mandatory assessment
Step 2 — Upload your CV and cover letter via the assessment portal
Step 3 — Submit your application for review
�� Application & Assessment Link:
https://app.testgorilla.com/s/dg3hpobh
⚠️ Applications without completed assessments will not be reviewed.
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