Tier 3 IT Helpdesk, MSP or NOC Support Agent

Position Overview

We are seeking an experienced and highly skilled Tier 3 IT Support & NOC Engineer to join our operations team in Nairobi.

This role represents the highest level of technical escalation within the support organization and is responsible for maintaining the stability, availability, performance, and security of client environments. The successful candidate will provide advanced troubleshooting, network administration, incident management, infrastructure monitoring, automation, and operational leadership while supporting mission-critical environments.

The ideal candidate has a strong background in Network Operations Centers (NOC), Managed Service Providers (MSP), enterprise infrastructure, and advanced networking technologies.

Key Responsibilities

Monitor and maintain network and IT infrastructure to ensure system availability and performance.

Respond to alerts, outages, and critical incidents within established SLA timelines.

Troubleshoot complex network, systems, and connectivity issues.

Support and manage network equipment including routers, switches, wireless controllers, and firewalls.

Escalate and coordinate issues with internal engineering teams and third-party vendors when required.

Administer and support Microsoft 365, Active Directory, and Entra ID environments.

Perform root cause analysis (RCA) and document findings and resolutions.

Configure and support LAN, WAN, VPN, SD-WAN, and wireless network environments.

Create and maintain technical documentation, procedures, and incident reports.

Assist with system upgrades, patches, maintenance activities, and infrastructure improvements.

Support security initiatives, monitor security events, and follow compliance requirements.

Coordinate with field technicians and external vendors during installations, maintenance, and troubleshooting activities.

Participate in a 24/7 support environment and provide advanced technical support as needed.

Required Qualifications

Technical Skills

Strong understanding of TCP/IP networking fundamentals.

Experience with routing and switching technologies.

Knowledge of VLANs, QoS, VPNs, ACLs, SD-WAN, and MPLS.

Experience managing:

Cisco

Aruba

Ruckus

Meraki

Experience with firewalls:

Cisco ASA

Fortinet

WatchGuard

Hands-on experience with:

SolarWinds

PRTG

Nagios

Zabbix

Experience using:

Wireshark

tcpdump

Knowledge of Microsoft technologies:

Active Directory

Microsoft Entra ID

Microsoft 365

PowerShell scripting experience preferred.

Preferred Certifications

CCNA

CCNP

Fortinet NSE

Aruba Certified Professional

Ruckus Certification

Meraki Certification

CompTIA Network+

CWNA

Experience Requirements

Minimum 2 years of experience in NOC, Network Operations, MSP, Infrastructure Support, or Network Engineering roles.

Experience handling escalations and critical incidents.

Experience coordinating field technicians and vendor activities.

Experience supporting enterprise network environments.

Soft Skills

Professional English proficiency

Strong analytical and troubleshooting skills.

Excellent communication abilities.

Ability to remain calm during high-priority incidents.

Strong organizational and time-management skills.

Team-oriented mindset with mentoring abilities.

Strong customer service focus.

Education

Bachelor’s Degree in:

Computer Science

Information Technology

Network Engineering

Working Conditions

On-Site Position

Location: Mogotio Road, Nairobi, Kenya

24/7 Operations Environment

Rotating shifts may be required.

Weekend availability may be required.

Participation in on-call schedules may be required.