About Company
Are you an IT professional seeking a stable, impactful night shift role? At Career.zycto, we empower our clients with cutting-edge IT solutions, ensuring operational excellence around the clock. We are a dynamic, growth-focused organization committed to fostering talent and providing a supportive environment where your technical expertise truly makes a difference. Joining our team means becoming an essential part of maintaining critical systems and providing crucial support during hours that demand peak reliability. We value proactive problem-solvers who are dedicated to delivering exceptional service, even when the world sleeps. Grow your career with us.
Job Description
Career.zycto is seeking a dedicated and proactive IT Support Technician for a critical full-time night shift position based in Naivasha, Nakuru County. In this role, you will be the frontline hero ensuring our clients’ systems run smoothly and efficiently during non-standard business hours. This is an unparalleled opportunity for a technically proficient individual to shine in a fast-paced environment, providing essential hardware and software support to a diverse user base.
Your mission will be to troubleshoot, diagnose, and resolve technical issues ranging from network connectivity problems and system outages to software application queries and hardware malfunctions. You will be instrumental in minimizing downtime, ensuring business continuity, and providing exceptional customer service to our valued clients who rely on us 24/7. Working autonomously yet as part of a connected global team, you will manage incident queues, escalate complex issues to senior engineers, and document all resolutions meticulously. This night shift role demands a sharp analytical mind, excellent communication skills, and a steadfast commitment to problem-solving under pressure. If you thrive on challenges and are passionate about delivering top-tier technical support when it matters most, we invite you to contribute your expertise to our growing team. We are committed to your professional development and offer a collaborative environment where your contributions are recognized and rewarded.
Key Responsibilities
- Provide technical support to end-users via phone, email, chat, and remote assistance during designated night shift hours.
- Diagnose, troubleshoot, and resolve hardware, software, and network issues efficiently.
- Manage and prioritize support tickets using an incident management system, ensuring timely resolution.
- Perform routine system checks, monitoring, and maintenance to prevent potential issues.
- Escalate complex or unresolved issues to senior IT personnel or specialized teams when necessary.
- Document all troubleshooting steps, resolutions, and user interactions accurately in the ticketing system.
- Assist with user account management, password resets, and access permissions.
- Provide basic training and guidance to users on IT systems and applications.
- Adhere to established IT policies, procedures, and service level agreements (SLAs).
- Participate in on-call rotation as required for critical incidents outside of regular shift.
Required Skills
- Minimum of 2 years of experience in an IT Support or Helpdesk role.
- Strong knowledge of Windows operating systems (Windows 10/11) and Microsoft Office Suite.
- Proficiency in diagnosing and resolving hardware issues for desktops, laptops, and peripherals.
- Familiarity with basic networking concepts (TCP/IP, DNS, DHCP) and troubleshooting connectivity.
- Experience with ticketing systems and incident management processes.
- Excellent communication and interpersonal skills, with a strong customer service orientation.
- Ability to work independently and collaboratively in a fast-paced environment.
- Proven problem-solving abilities and attention to detail.
- Fluent in English, both written and verbal.
Preferred Qualifications
- Relevant IT certifications (e.g., CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator).
- Experience with remote monitoring and management (RMM) tools.
- Knowledge of ITIL framework and best practices.
- Previous experience working a night shift or non-standard hours.
- Familiarity with cloud platforms (e.g., Office 365, Google Workspace).
Perks & Benefits
- Competitive salary package with night shift differential.
- Comprehensive health and wellness benefits.
- Opportunities for professional development and technical certifications.
- Dynamic and supportive work environment.
- Paid time off and holidays.
- Career growth opportunities within a rapidly expanding company.
- Employee assistance program.
How to Apply
Interested candidates are encouraged to click on the application link below to submit their resume and a cover letter detailing their relevant experience and why they are an ideal fit for this night shift role. Please ensure your application highlights your technical skills and commitment to excellent customer service.
