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.