# IT Support Specialist

**Company:** [Tatu City](http://jobs.workable.com/companies/qcR7dmBMkzBx92LjgJfYWJ.md)
**Location:** Tatu City, Kenya
**Workplace:** on site
**Employment type:** Full-time
**Department:** ICT Department

[Apply for this job](http://jobs.workable.com/view/14ea22a1-0f4c-4952-932a-c201775d4f3a)

## Description

We are looking for an **IT Support Specialist** to join our team in Tatu City to support our **Call Center operations**. In this role, you will be the first point of contact for technical assistance and play a key role in maintaining the smooth and efficient running of the call center’s IT infrastructure.

As an IT Support Specialist, you will provide technical assistance to users and/or business teams through phone support, face-to-face interaction, and office-based troubleshooting. Knowledge of end-user support, telecommunication systems, and infrastructure support is essential to keeping us on the cutting edge.

**Responsibilities**

-   Act as the first line of support for all IT-related inquiries and issues from staff members.

-   Install, diagnose, and resolve hardware, software, and network connectivity issues.
-   Monitor and maintain endpoints by assessing performance, analyzing logs, and troubleshooting issues.
-   Assess potential risks and technical challenges and propose mitigation methods.
-   Ensure the Call Center’s IT environment complies with company security guidelines.
-   Investigate and resolve escalated support requests from end-users.
-   Support IT components such as networking, telecommunication systems, and security services.
-   Adhere to operational, configuration, and other policies and procedures as instructed.
-   Log and document all user queries, issues, and solutions in line with troubleshooting procedures.
-   Provide global support independently and/or in collaboration with the team during respective time zones to ensure continuous follow-the-sun support for Global IT Operations.

**Qualifications**

-   Bachelor’s degree in IT, Computer Science, or a related field, or 3+ years of equivalent job experience.
-   Experience supporting IT infrastructure, including phones, networks, printers, and desktop systems.
-   Experience operating with VDI (AVD preferred).
-   Familiarity with LAN, WLAN, and virtual networking (CCNA or equivalent is a plus).
-   Experience with M365, DNS, and mail flow.
-   Experience working within an ITIL Framework.
-   Strong experience configuring, assessing, and troubleshooting VoIP solutions (Teams, Genesys, Polycom).
-   Ability to identify trends and risks and make proactive recommendations.
-   Attention to detail, excellent organizational skills, creativity, and out-of-the-box thinking.
-   Excellent communication and problem-solving skills and the ability to work under pressure.