Tier 3 IT Helpdesk, MSP or NOC Support Agent

Role Overview

This role places you at the final technical escalation point within our Nairobi-based operations team, where you will safeguard the health and resilience of mission-critical client networks. Your day-to-day work involves deep-diving into complex infrastructure faults, steering incident response to resolution, and actively shaping how monitoring, documentation, and security practices evolve across the wider support function. Beyond fixing what breaks, you will help prevent future disruptions by refining operational procedures, coordinating with field engineers and vendors, and mentoring less senior team members in a high-pressure, 24/7 environment.

Key Responsibilities

• Lead the response to high-severity alerts, outages, and infrastructure incidents, ensuring all actions align with agreed SLAs and escalation protocols.
• Perform advanced troubleshooting across routed and switched networks, firewalls, wireless controllers, and VPN tunnels to isolate and resolve root causes quickly.
• Oversee the operational health of client environments through proactive monitoring, capacity checks, and periodic performance reviews using industry-standard tools.
• Act as the bridge between internal engineering groups, third-party vendors, and on-site field technicians when complex fixes or hardware replacements are required.
• Administer Microsoft 365, Active Directory, and Entra ID to handle identity-related access issues, policy changes, and security-related incidents.
• Drive every major incident to a documented root cause analysis (RCA), then translate findings into concrete improvements, runbooks, and preventive measures.
• Plan and execute maintenance activities such as firmware upgrades, patch deployments, and configuration changes without disrupting client operations.
• Maintain precise technical documentation, network diagrams, and incident timelines so that knowledge is shared and repeatable across the team.
• Support security monitoring efforts by investigating suspicious events, enforcing compliance baselines, and escalating potential threats as needed.

Requirements & Qualifications

• At least two years of hands-on experience in a NOC, MSP, network operations, or enterprise infrastructure support environment, with direct exposure to critical incident handling and vendor coordination.
• Strong command of core networking concepts, including TCP/IP, subnetting, VLANs, QoS, ACLs, and routing/switching protocols, with applied knowledge of MPLS and SD-WAN architectures.
• Practical experience configuring and managing equipment from Cisco, Aruba, Ruckus, and Meraki, including switches, routers, wireless controllers, and access points.
• Demonstrated proficiency with firewall platforms such as Cisco ASA, Fortinet, and WatchGuard, including policy creation, VPN termination, and rule troubleshooting.
• Working knowledge of monitoring and observability platforms like SolarWinds, PRTG, Nagios, or Zabbix, plus familiarity with packet analysis tools such as Wireshark and tcpdump.
• Hands-on administration of Microsoft 365, Active Directory, and Microsoft Entra ID, with PowerShell scripting experience considered a strong advantage.
• Relevant certifications such as CCNA, CCNP, Fortinet NSE, Aruba Certified Professional, Ruckus, Meraki, CompTIA Network+, or CWNA are preferred but not mandatory if equivalent experience is demonstrated.
• A bachelor's degree in computer science, information technology, network engineering, or a closely related discipline is expected.
• Professional-level English communication skills, both written and verbal, paired with a customer-focused approach and the ability to stay composed while managing high-priority outages.
• Strong analytical thinking, meticulous documentation habits, and the capacity to mentor junior engineers while juggling multiple concurrent tasks in a fast-moving operations environment.

Working conditions: This is a full-time, on-site position based in Nairobi, Kenya, near Mogotio Road. The operational environment runs 24/7, so you should be comfortable working rotating shifts, weekend coverage, and participating in on-call schedules when business needs demand it.