About Company
Safaricom PLC is a leading converged communication provider in Kenya, offering a comprehensive suite of products and services including voice, data, M-PESA mobile money, and enterprise solutions. We are dedicated to transforming lives through technology, fostering innovation, and building a sustainable future. With a robust network and a customer-centric approach, Safaricom continually invests in talent and technology to maintain its market leadership and positively impact millions of Kenyans. Join a dynamic team committed to excellence and pushing the boundaries of what’s possible in telecommunications and digital services.
Job Description
Are you a proactive and customer-focused IT professional with a passion for problem-solving? Safaricom PLC is seeking a dedicated IT Support Technician to join our vibrant team in Dagoretti, Nairobi. In this pivotal role, you will be the first point of contact for our internal users, providing essential technical assistance and ensuring the smooth operation of our IT infrastructure. This isn’t just about fixing issues; it’s about empowering our employees with reliable technology, contributing to a seamless work environment, and ultimately driving our business forward.
As an IT Support Technician, you will be responsible for diagnosing and resolving a wide array of hardware and software issues, ranging from desktop support and network connectivity problems to system configurations and application troubleshooting. You’ll work with diverse technologies, including Windows and macOS operating systems, various business applications, and network devices. Your ability to communicate complex technical information clearly to non-technical users will be crucial, as will your commitment to providing exceptional customer service with every interaction. This role requires a blend of technical expertise, analytical thinking, and excellent interpersonal skills. You will manage incidents, fulfill service requests, and contribute to IT projects that enhance our internal systems and processes. If you thrive in a fast-paced environment, are eager to learn new technologies, and want to be part of a company that is at the forefront of digital innovation in Africa, we encourage you to apply. This position offers a fantastic opportunity to grow your IT career within a supportive and forward-thinking organization.
Key Responsibilities
- Provide first and second-level technical support for hardware, software, and network-related issues to internal staff.
- Diagnose, troubleshoot, and resolve issues with desktops, laptops, printers, mobile devices, and peripherals.
- Install, configure, and maintain operating systems (Windows, macOS) and various business applications.
- Manage user accounts, permissions, and access rights within Active Directory and other identity management systems.
- Assist with network connectivity issues, including Wi-Fi, LAN, and VPN troubleshooting.
- Document all support activities, resolutions, and configurations in the IT service management (ITSM) system.
- Conduct user training and provide guidance on IT best practices and system usage.
- Perform routine system checks, updates, and maintenance to ensure optimal performance and security.
- Participate in IT asset management, including inventory, deployment, and decommissioning of equipment.
- Collaborate with senior IT staff and other departments to resolve complex technical problems and implement solutions.
Required Skills
- Proven experience in IT support or helpdesk role.
- Strong knowledge of Windows and macOS operating systems.
- Proficiency in troubleshooting hardware and software issues.
- Familiarity with network fundamentals (TCP/IP, DNS, DHCP, Wi-Fi).
- Experience with Microsoft Office Suite (Outlook, Word, Excel, PowerPoint) and Google Workspace.
- Excellent communication and interpersonal skills.
- Strong problem-solving and analytical abilities.
- Ability to work independently and as part of a team.
- Customer-centric mindset with a commitment to service excellence.
Preferred Qualifications
- Bachelor's degree or Diploma in Information Technology, Computer Science, or a related field.
- Relevant certifications (e.g., CompTIA A+, Network+, ITIL Foundation).
- Experience with IT service management (ITSM) tools and ticketing systems (e.g., ServiceNow, Jira Service Desk).
- Basic knowledge of Active Directory administration.
- Understanding of cybersecurity best practices.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health and wellness benefits (medical, dental, vision).
- Pension scheme and life assurance.
- Generous paid time off and leave policies.
- Opportunities for professional development and continuous learning.
- Vibrant, inclusive, and collaborative work environment.
- Employee discounts on Safaricom products and services.
- Career growth opportunities within a leading telecommunications company.
How to Apply
Interested and qualified candidates are invited to submit their applications by clicking on the link below. Please ensure your CV and cover letter highlight your relevant experience and why you are the ideal candidate for this role. Only shortlisted candidates will be contacted.