Desktop Support Engineer – Nairobi

Derisk Technologies

To De-Risk your business operations using Technology and World class service delivery, and provide your company the assurance to operate & grow with confidence


Experience for the Desktop Support Engineer – Nairobi: 2+ years

Basic Skill Set:

  • A+ Certification or equivalent experience
  • Good working knowledge of Active Directory
  • 2 years plus experience providing technical support in a fast-paced and constantly changing environment up to the executive management level.
  • Excellent customer service and communication skills including providing VIP support
  • Experience supporting large Windows-based environments to desktop level with emphasis on Win 7 OS/office 2010 as well as Win 8 and O365
  • Advanced knowledge of Microsoft Office suite of applications
  • Support of End Users for video conferencing units.
  • Support of mobile devices

Duties & Responsibilities:

The Desktop Support Engineer – Nairobi shall provide support on the Client Windows platform, for desktop/end-user technologies, collaboration tools, and mobile technologies and printing, this includes laptop/mobile devices, video conferencing, and network/remote access this position works collaboratively with the Service Desk for end-user break/fix and other support functions.

Duties shall include, but not be limited to:

  • Diagnosing and troubleshooting desktop system, printer, and operating problems
  • Consulting and instructing users on hardware and software questions/issues
  • Collaborate with other IT Services Data Center and Network Infrastructure teams
  • Install, maintain, and upgrade equipment and its associated infrastructure
  • Runs diagnostic tests to isolate system problems as well as proactive activities
  • Operating Systems Windows, OS-X
  • MS Office (Windows and knowledge of Mac) software
  • Experience with Remote Support technologies such as Remote Desktop (Microsoft), Apple Remote Desktop, VNC
  • Hands-on experience removing viruses and spyware using various tools (Windows)
  • Identifies, researches, and resolves technical problems including forming an RCA
  • Responds to telephone calls, emails, service tickets, and dispatched requests for technical support
  • Documents, tracks, and monitors the problem to ensure a timely resolution within an affected SLA window


  • Excellent written and verbal communication and customer service skills with proven ability to work in fast-paced environments
  • Commercial experience in an IT support technician role that includes 2 years of technical support experience in a hybrid Windows and MAC environment
  • Experience in working with a helpdesk operation, including Windows and Mac clients
  • 2 years experience with mobile applications/products including iPhone, iPad, and Android Platforms.
  • Self-starter that can collaborate actively with others in a cross-functional team
  • Proven attention to detail and high standards for quality
  • Excellent organizational/administrative/technical skills with agility to re-prioritize as necessary
  • Skilled in documenting written troubleshooting steps and instructions
  • Business professional attire

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