Desktop and Site Support Engineer (Systems & Network Engineer) | TP Kenya

ABOUT THE COMPANY

At Teleperformance, we provide industry-leading customer experiences and digitally powered business services for the world’s best brands. A globally diverse and inclusive company, we are a work family of more than 420,000 serving more than 170 countries and speaking 265 languages and dialects. We combine cutting-edge innovation with human understanding and empathy to deliver a comprehensive suite of best-of-breed services and end-to-end business solutions to integrate and optimize front-office customer support, back-office functions, and business operations. Our knowledge services portfolio applies Design Thinking and intelligent analytics to help companies optimize business processes and accelerate digital transformation. Because people and processes are the core of our business, we believe in hiring and nurturing top talent. Join our global network where the possibilities are endless, and everyone can make a difference. We are a socially responsible company that manages with a clear purpose and has been recognized in 2023 within the Top 5 of the World’s Best Workplace’s.

We are customer experience management experts.

As Desktop and Site Support Engineer (Systems & Network Engineer), you will keep our sites connected and help bring new clients live. Working with our network and systems specialists, you will design, change and support the infrastructure our contact centres run on, and make sure every critical system is well documented and understood by the team.

Key responsibilities

Configure, maintain and troubleshoot switches, routers, firewalls, Wi-Fi and SD-WAN devices across sites.

Monitor internet links, bandwidth and voice quality; test failover and work with service providers to resolve faults.

Lead the IT build for new client launches: network segmentation, access, workstations, client VPNs and testing to go-live.

Administer Windows Server, Active Directory, Group Policy, DHCP/DNS, Microsoft 365 / Entra ID and endpoint management.

Support global platforms and security tools (for example web security gateways, MFA and endpoint protection) with regional teams.

Set up and improve monitoring and alerting so issues are found before users report them.

Maintain runbooks, network diagrams and configuration backups.

Handle escalations from the IT support team and coach support specialists.

Support audits and client security reviews (PCI DSS, ISO 27001, Kenya Data Protection Act).

Requirements

Degree in IT, Computer Science, Engineering or a related field.

5 or more years in network and systems roles, at least 2 in a multi-site BPO, contact centre or enterprise environment.

Hands-on experience with Cisco, Fortinet, Aruba or similar: VLANs, routing, ACLs, IPsec VPN and QoS for voice.

Strong Windows Server, Active Directory, Group Policy and Microsoft 365 / Entra ID skills.

Understanding of VoIP and SIP, and how network quality affects call quality.

Scripting skills for automation (PowerShell, Python or Bash).

CCNA required; CCNP, Fortinet NSE, Microsoft Azure / 365 or ITIL certifications are an advantage.

Available for on-call duty and planned night work.

Who we're looking for

Proactive: you find and fix weak points before they cause outages.

Hands-on: you build, test and troubleshoot yourself, and see an incident through to its root cause.

Disciplined: you plan changes, test them and roll back cleanly when needed.

A team player: you document what you build and share knowledge freely.

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