Managed Services Specialist

Role Overview

This position sits at the top of the support ladder for a Nairobi-based managed services team, stepping in once first- and second-line engineers have run out of options. You will move between several client environments in a single day — untangling a hybrid identity problem one hour, stabilising a failing backup job the next — so your work directly determines how reliably each customer's business keeps running. Because you own the hardest tickets end to end, your judgement on root cause and prevention has a visible effect on contract retention and on how much repeat work the wider desk has to absorb.

Key Responsibilities

• Act as the final escalation point for Tier 1 and Tier 2 engineers, taking over incidents that span multiple systems, vendors, or client tenancies.
• Diagnose and permanently eliminate recurring faults through structured root cause analysis rather than repeated temporary workarounds.
• Drive high-severity incidents to resolution within agreed service level targets, keeping clients and internal stakeholders informed throughout.
• Administer Microsoft 365 workloads — Exchange Online, Teams, SharePoint, and OneDrive — alongside hybrid Active Directory, Entra ID, Group Policy, and identity management.
• Configure and maintain servers, virtualisation hosts, cloud environments, Windows and macOS endpoints, and the EDR and cybersecurity tooling that protects them.
• Build and maintain PowerShell scripts and RMM-driven automation that strip repetitive manual work out of the support queue.
• Own backup, disaster recovery, and business continuity configurations, including restore testing and verification that recovery objectives are genuinely met.
• Write and maintain knowledge base articles, runbooks, and standard operating procedures, and recommend proactive infrastructure changes that reduce future ticket volume.
• Join client meetings and technical reviews, translating complex findings into language business owners can act on.

Requirements & Qualifications

• At least four years working inside a managed services provider, supporting many client environments rather than a single internal estate.
• Demonstrated experience owning Tier 3 escalations and complex, multi-vendor technical incidents.
• Advanced administration of Microsoft 365, Azure and Entra ID, Active Directory (including hybrid setups), and Windows Server.
• Hands-on familiarity with the RMM and PSA platforms that MSPs rely on to run tickets, devices, and service workflows.
• Solid networking grounding across TCP/IP, DNS, DHCP, VPNs, VLANs, firewall configuration, and wireless technologies.
• Practical experience with endpoint management tooling, cybersecurity controls, and EDR platforms.
• Strong PowerShell scripting ability, evidenced by automation that solved real operational problems.
• Working knowledge of backup and disaster recovery design, including recovery testing.
• Proven ability to juggle competing client priorities and to stay composed and effective during major incidents.
• Clear written and verbal communication, a customer-first mindset, and the discipline to work unsupervised or as part of a team.
• Relevant IT qualifications or certifications, or equivalent demonstrable hands-on experience.