Desktop and Site Support Technician II | TP Kenya

As Desktop and Site Support Technician II, you keep our contact-centre agents working. When a headset, PC, login or connection fails, you are first on the floor and the one who gets it fixed. You will own a floor, a shift or a client account, and act before problems reach the business.

Key responsibilities 

• Resolve hardware, software, network and access issues for agents and team leaders within agreed service levels. 
• Log, update and close every incident and request in the ticketing system (ServiceNow), with clear notes.
• Build and deploy workstations, headsets and peripherals for new hires and new client launches. 
• Manage user accounts and access in Active Directory, Microsoft 365 / Google Workspace and client applications. 
• Troubleshoot LAN, Wi-Fi, VPN and voice quality, and escalate with evidence when needed. 
• Carry out daily floor checks so issues are fixed before agents log in. 
• Act as IT point of contact for an assigned client or floor, including client calls and incident updates. 
• Keep IT asset records accurate and support equipment tagging and recovery. 
• Follow information security and client compliance requirements (PCI DSS, ISO 27001, Kenya Data Protection Act). 
• Write knowledge-base articles and coach junior team members. 

Requirements 

• Diploma or degree in IT, Computer Science or a related field. 
• 3 or more years of hands-on IT support experience, at least 1 year in a BPO, contact centre or 24/7 environment. 
• Strong skills in Windows 10/11, Active Directory, Microsoft 365, and PC and peripheral troubleshooting. 
• Working knowledge of networking: TCP/IP, DHCP, DNS, VLANs, Wi-Fi and VPN. 
• Experience with a ticketing tool (ServiceNow preferred) and working to SLAs. 
• Familiarity with contact-centre tools such as softphones, dialers and CRM platforms. 
• CompTIA A+ / Network+, CCNA, ITIL Foundation or Microsoft 365 certifications are an advantage.
• Available for rotating shifts, including nights, weekends and public holidays. 

Who we're looking for 

• Proactive: you spot problems early, fix the root cause and follow up without being chased. 
• Hands-on: you'd rather roll up your sleeves and solve it than pass the ticket on. 
• Committed: you stay steady during busy periods and new client launches. 
• A clear communicator: you keep agents, team leaders, clients and engineers informed, especially under pressure.

As Desktop and Site Support Technician II, you keep our contact-centre agents working. When a headset, PC, login or connection fails, you are first on the floor and the one who gets it fixed. You will own a floor, a shift or a client account, and act before problems reach the business.

Key responsibilities 

• Resolve hardware, software, network and access issues for agents and team leaders within agreed service levels. 
• Log, update and close every incident and request in the ticketing system (ServiceNow), with clear notes.
• Build and deploy workstations, headsets and peripherals for new hires and new client launches. 
• Manage user accounts and access in Active Directory, Microsoft 365 / Google Workspace and client applications. 
• Troubleshoot LAN, Wi-Fi, VPN and voice quality, and escalate with evidence when needed. 
• Carry out daily floor checks so issues are fixed before agents log in. 
• Act as IT point of contact for an assigned client or floor, including client calls and incident updates. 
• Keep IT asset records accurate and support equipment tagging and recovery. 
• Follow information security and client compliance requirements (PCI DSS, ISO 27001, Kenya Data Protection Act). 
• Write knowledge-base articles and coach junior team members. 

Requirements 

• Diploma or degree in IT, Computer Science or a related field. 
• 3 or more years of hands-on IT support experience, at least 1 year in a BPO, contact centre or 24/7 environment. 
• Strong skills in Windows 10/11, Active Directory, Microsoft 365, and PC and peripheral troubleshooting. 
• Working knowledge of networking: TCP/IP, DHCP, DNS, VLANs, Wi-Fi and VPN. 
• Experience with a ticketing tool (ServiceNow preferred) and working to SLAs. 
• Familiarity with contact-centre tools such as softphones, dialers and CRM platforms. 
• CompTIA A+ / Network+, CCNA, ITIL Foundation or Microsoft 365 certifications are an advantage.
• Available for rotating shifts, including nights, weekends and public holidays. 

Who we're looking for 

• Proactive: you spot problems early, fix the root cause and follow up without being chased. 
• Hands-on: you'd rather roll up your sleeves and solve it than pass the ticket on. 
• Committed: you stay steady during busy periods and new client launches. 
• A clear communicator: you keep agents, team leaders, clients and engineers informed, especially under pressure.