Managed Services Specialist

About the Role.

We are seeking a highly skilled Tier 3 IT Helpdesk / MSP Support Engineer to join our team in Nairobi. This role is ideal for a seasoned IT professional with extensive experience supporting multiple client environments within a Managed Services Provider (MSP) setting.

Experience

4+ years of experience in an MSP environment.

Experience handling Tier 3 escalations and complex technical incidents.

Proven ability to manage multiple clients and priorities simultaneously.

Background supporting cloud-first and hybrid infrastructures.

Technical Skills.

Strong experience supporting clients within an MSP environment.

Advanced knowledge of Microsoft 365, Azure/Entra ID, Active Directory, and Windows Server.

Experience with RMM and PSA platforms commonly used by MSPs.

Solid understanding of networking fundamentals, including:

TCP/IP

DNS

DHCP

VPNs

VLANs

Firewalls

Wireless technologies

Experience with endpoint management, cybersecurity tools, and EDR platforms.

Strong PowerShell scripting and automation capabilities.

Knowledge of backup and disaster recovery solutions.

Key Responsibilities.

Advanced MSP Support & Escalations.

Act as the primary escalation point for Tier 1 and Tier 2 support teams.

Resolve complex technical issues across multiple client environments.

Lead root cause analysis (RCA) and implement permanent solutions for recurring incidents.

Manage high-priority incidents and ensure timely resolution in accordance with SLAs.

Coordinate with vendors, third-party providers, and internal teams to resolve critical issues.

Microsoft Ecosystem Administration.

Manage and support Microsoft 365 environments, including Exchange Online, Teams, SharePoint, and OneDrive.

Administer Hybrid Active Directory, Azure AD (Entra ID), Group Policy, and Identity Management solutions.

Support endpoint management solutions and cloud-based productivity platforms.

Implement and maintain security and compliance policies across Microsoft environments.

Systems & Infrastructure Management.

Troubleshoot advanced Windows and macOS issues.

Maintain and optimize servers, virtualization platforms, and cloud environments.

Configure and manage backup, disaster recovery, and business continuity solutions.

Support endpoint detection and response (EDR) and cybersecurity tools.

Automation & Process Improvement

Develop and maintain PowerShell scripts and automation workflows.

Improve operational efficiencies through RMM tools and automation initiatives.

Create and maintain technical documentation, knowledge base articles, and standard operating procedures.

Recommend and implement proactive infrastructure improvements.

Client Relationship & Service Delivery

Provide exceptional customer service and technical guidance to clients.

Participate in client meetings and technical reviews when required.

Ensure service delivery aligns with contractual obligations and service level agreements.

Contribute to continuous improvement initiatives and operational excellence programs.

Soft Skills

Excellent verbal and written communication skills.

Strong analytical and troubleshooting abilities.

Customer-focused mindset with a commitment to delivering exceptional service.

Ability to work independently and collaboratively.

Strong organizational and time-management skills.

Ability to remain calm and effective during critical incidents and high-pressure situations.