Tier 1 Support Engineer

Job Title: Tier 1 Support Engineer 

Location:Nairobi, Kenya 

Reports to: Technical Lead 

About Us 

our client is a dynamic and forward-thinking Managed Service Provider (MSP) dedicated to 

delivering exceptional IT support to our UK-based clients. We foster a culture where the 

customer always comes first and invest in our team's growth and development. We are 

looking for an enthusiastic individual to join our UK helpdesk team. 

Job Summary 

As a Tier 1 Support Engineer, you will be the first point of contact for our clients, providing 

high-quality remote technical support for all contracted services. This is an entry-level 

position perfect for someone looking to start their career in IT. You will be a crucial part of 

our helpdesk, responsible for logging, troubleshooting, and resolving support issues while 

ensuring an excellent customer experience. The goal is to resolve 70% of issues at the first 

point of contact and contribute to a culture of continuous improvement. 

Key Responsibilities 

Technical Support & Troubleshooting: 

• Act as the first point of contact for all incoming support requests. 

• Provide initial troubleshooting for support issues via remote connectivity. 

• Support and manage user accounts, mailboxes, logon scripts, shares, and print 

queues. 

• Assist with PC repairs and general workshop tasks as needed. 

• Provide remote support to clients. 

• Research faults, configurations, and resolutions to find effective solutions. 

• Assist senior technicians with tasks and projects when required. 

• Liaise with third-party vendors to resolve issues. 

Service Desk & Ticket Management: 

• Answer all incoming calls promptly, within 3 rings. 

• Detail and log all client support issues accurately in our ticketing system. 

• Gather all relevant user and fault information to ensure efficient troubleshooting. 

• Monitor and action all incoming support emails and service boards to meet Service 

Level Agreement (SLA) targets. 

• Update tickets with all work carried out and every client contact made. 

• Manage your time effectively to meet and exceed client SLA targets. 

• Aim to successfully resolve 70% of all tickets without escalation. 

• Close a minimum of 16 tickets per day. 

• When necessary, escalate calls and pass non-supported issues to the relevant 

teams. 

Customer Service & Communication: 

• Provide a consistently high level of communication, giving a professional and 

friendly impression at all times. 

• Keep clients regularly updated on the status of their support tickets. 

• Strive to meet and exceed our standards for excellent customer service. 

• Support and encourage a "customer comes first" culture. 

Documentation & Process Improvement: 

• Keep all internal systems, including the ticketing system and RMM tools, 

consistently up-to-date. 

• Document faults and their resolutions to assist with future troubleshooting and 

trend analysis. 

• Report on persistent or regular issues to help identify underlying problems. 

• Contribute to the general development and process improvement of the 

organisation. 

• Follow office procedures for all day-to-day tasks. 

Technology You Will Work With 

You will gain hands-on experience with a wide range of technologies, including: 

• Operating Systems: Microsoft Windows 10 and newer 

• Microsoft Stack: 

o Microsoft 365 Suite (including Office) 

o Azure Active Directory and management 

o Windows Server Administration (including file/folder permissions) 

o Exchange - Mailbox Administration 

o Active Directory - User Administration, Groups 

o Remote Desktop Services 

• Backup & Disaster Recovery: Veeam Backup 

• Virtualisation: VMWare, Hyper-V 

• Security: Trend Micro, Sophos, Windows Defender, Kaspersky 

• Networking: Internet Connectivity Troubleshooting, Ubiquiti, PRTG 

• MSP Tools: Datto, Ninja One, TeamViewer 

• Email Services: Exclaimer, Webtitan, Spamtitan, Barracuda 

• Other: Citrix, Print Configurations 

What We Offer 

• A competitive entry-level salary. 

• Comprehensive training and mentorship. 

• Clear pathways for career progression to Tier 2 and beyond. 

• A supportive and friendly team environment. 

• The opportunity to gain experience with a wide range of modern technologies. 

Preferred Certifications and Qualifications 

Industry Certifications: 

• CompTIA A+ or Network+ 

• Microsoft 365 Certified: Fundamentals (MS-900) 

• Microsoft Certified: Azure Fundamentals (AZ-900) 

• Microsoft Certified: Security, Compliance, and Identity Fundamentals (SC-900) 

Experience & Education 

• A technical diploma, college qualification (e.g., BTEC), or degree in an IT-related 

field. 

• Previous experience in a customer-facing role (e.g., retail, hospitality). 

• Any prior experience in a helpdesk or IT support role is a significant plus.