At a glance
- Closing date
- 2 December 2026 (30 days left)
- Where
- Nairobi, Kenya
- How to apply
- On brightermonday.co.ke, where the employer takes applications.
- Similar roles
- 167 other open Information Technology & Software roles on the Kenya board right now.
- This employer
- Teleperformance has 3 open roles on RezSync.
As Desktop and Site Support Technician II, you keep our contact-centre agents working. When a headset, PC, login or connection fails, you are first on the floor and the one who gets it fixed. You will own a floor, a shift or a client account, and act before problems reach the business.
Key responsibilities
Resolve hardware, software, network and access issues for agents and team leaders within agreed service levels.
Log, update and close every incident and request in the ticketing system (ServiceNow), with clear notes.
Build and deploy workstations, headsets and peripherals for new hires and new client launches.
Manage user accounts and access in Active Directory, Microsoft 365 / Google Workspace and client applications.
Troubleshoot LAN, Wi-Fi, VPN and voice quality, and escalate with evidence when needed.
Carry out daily floor checks so issues are fixed before agents log in.
Act as IT point of contact for an assigned client or floor, including client calls and incident updates.
Keep IT asset records accurate and support equipment tagging and recovery.
Follow information security and client compliance requirements (PCI DSS, ISO 27001, Kenya Data Protection Act).
Write knowledge-base articles and coach junior team members.
Requirements
Diploma or degree in IT, Computer Science or a related field.
3 or more years of hands-on IT support experience, at least 1 year in a BPO, contact centre or 24/7 environment.
Strong skills in Windows 10/11, Active Directory, Microsoft 365, and PC and peripheral troubleshooting.
Working knowledge of networking: TCP/IP, DHCP, DNS, VLANs, Wi-Fi and VPN.
Experience with a ticketing tool (ServiceNow preferred) and working to SLAs.
Familiarity with contact-centre tools such as softphones, dialers and CRM platforms.
CompTIA A+ / Network+, CCNA, ITIL Foundation or Microsoft 365 certifications are an advantage.
Available for rotating shifts, including nights, weekends and public holidays.
Who we're looking for
Proactive: you spot problems early, fix the root cause and follow up without being chased.
Hands-on: you'd rather roll up your sleeves and solve it than pass the ticket on.
Committed: you stay steady during busy periods and new client launches.
A clear communicator: you keep agents, team leaders, clients and engineers informed, especially under pressure.
As Desktop and Site Support Technician II, you keep our contact-centre agents working. When a headset, PC, login or connection fails, you are first on the floor and the one who gets it fixed. You will own a floor, a shift or a client account, and act before problems reach the business.
Key responsibilities
Resolve hardware, software, network and access issues for agents and team leaders within agreed service levels.
Log, update and close every incident and request in the ticketing system (ServiceNow), with clear notes.
Build and deploy workstations, headsets and peripherals for new hires and new client launches.
Manage user accounts and access in Active Directory, Microsoft 365 / Google Workspace and client applications.
Troubleshoot LAN, Wi-Fi, VPN and voice quality, and escalate with evidence when needed.
Carry out daily floor checks so issues are fixed before agents log in.
Act as IT point of contact for an assigned client or floor, including client calls and incident updates.
Keep IT asset records accurate and support equipment tagging and recovery.
Follow information security and client compliance requirements (PCI DSS, ISO 27001, Kenya Data Protection Act).
Write knowledge-base articles and coach junior team members.
Requirements
Diploma or degree in IT, Computer Science or a related field.
3 or more years of hands-on IT support experience, at least 1 year in a BPO, contact centre or 24/7 environment.
Strong skills in Windows 10/11, Active Directory, Microsoft 365, and PC and peripheral troubleshooting.
Working knowledge of networking: TCP/IP, DHCP, DNS, VLANs, Wi-Fi and VPN.
Experience with a ticketing tool (ServiceNow preferred) and working to SLAs.
Familiarity with contact-centre tools such as softphones, dialers and CRM platforms.
CompTIA A+ / Network+, CCNA, ITIL Foundation or Microsoft 365 certifications are an advantage.
Available for rotating shifts, including nights, weekends and public holidays.
Who we're looking for
Proactive: you spot problems early, fix the root cause and follow up without being chased.
Hands-on: you'd rather roll up your sleeves and solve it than pass the ticket on.
Committed: you stay steady during busy periods and new client launches.
A clear communicator: you keep agents, team leaders, clients and engineers informed, especially under pressure.
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