Tier 1 IT Helpdesk / MSP Support Agent
Oasis Outsourcing
Yesterday
Job descriptions & requirements
ABOUT THE COMPANY
We are a Business Process Outsourcing company in Kenya. We offer reliable data annotation, customer support, and outsourced HR services.
JOB SUMMARY
We’re looking for a customer-focused Tier 1 IT Helpdesk Support Agent to join our team! If you’re passionate about technology, problem-solving, and delivering exceptional client support, this role is for you.About the RoleAs the frontline of IT support, you’ll provide high-quality technical assistance and customer service across multiple channels, primarily phone, but also email, chat, and ticketing systems. You’ll troubleshoot issues, support connectivity concerns, and ensure clients stay productive with minimal downtime.Required Skills & Qualifications1–2 years in IT Support / Helpdesk / MSP / HSIA (preferred)Strong understanding of:Windows/macOSNetworking basics (IP, DNS, DHCP, Wi-Fi)Active Directory & user managementExperience with ticketing systems (e.g., ServiceNow, Zendesk, ConnectWise)Excellent communication skills (written & verbal)Ability to multitask and work in a fast-paced environmentStrong problem-solving and troubleshooting skills
RESPONSIBILITIES
Key ResponsibilitiesServe as the first point of contact for IT and HSIA support requestsTroubleshoot and resolve issues related to:Windows & macOS workstationsMobile devices & peripheralsMicrosoft 365 / Google WorkspaceNetwork & Internet connectivity (Wi-Fi, routers, LAN/WAN)Perform first-call resolution or escalate effectively to Tier 2/3Log and manage tickets in line with SLAsSupport user account management (password resets, access, onboarding/offboarding)Monitor system alerts and respond to incidentsMaintain clear, accurate documentation of all client interactionsDeliver exceptional customer service at all times
REQUIRED SKILLS
Testing and debugging, Troubleshooting, System and network security, IT equipment installation and configuration, IT support, Operating systems, User management and administration, Networking
REQUIRED EDUCATION
Bachelor's degree
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