IT Support Specialist - Baboon Budget Safaris - Nairobi, Kenya
(2023-12)
- Provide Tier 1 and Tier 2 technical support to users experiencing hardware, software, networking, email, account, and connectivity issues.
- Serve as a first point of contact for technical incidents and service requests, ensuring issues are properly documented, prioritized, resolved, or escalated.
- Troubleshoot Windows 10/11 desktops and laptops, monitors, printers, scanners, peripherals, and other end-user devices.
- Support users with Microsoft 365 applications, including Outlook, Microsoft Teams, OneDrive, SharePoint, and other business productivity tools.
- Perform Active Directory user management, including account administration, password support, access management, and user provisioning.
- Work with Microsoft Entra ID to support identity and access management within cloud-based environments.
- Assist with employee onboarding and offboarding, including workstation preparation, account setup, permissions, software installation, equipment allocation, and access changes.
- Troubleshoot network connectivity using knowledge of TCP/IP, DNS, DHCP, Wi-Fi, LAN, VPN, and basic routing concepts.
- Diagnose software installation, configuration, compatibility, performance, and application-related issues.
- Manage and update IT support tickets, documenting troubleshooting steps, root causes, resolutions, and escalation details.
- Prioritize incidents according to business impact and urgency while maintaining clear communication with users.
- Provide remote technical support and guide users through troubleshooting procedures.
- Assist with endpoint security practices, software updates, access controls, malware prevention, and secure computing procedures.
- Maintain accurate records of IT equipment, software, users, configurations, and support activities.
- Escalate complex network, cybersecurity, infrastructure, and system issues to senior technical teams when required.
- Create technical documentation and step-by-step troubleshooting procedures to improve support efficiency.
- Provide technical guidance and basic user training to improve adoption of business applications and security practices.
- Handle sensitive business and user information professionally and maintain appropriate confidentiality.
IT Support / Systems Support Technician - Kitui County Government - Kitui, Kenya
(2021-01 - 2022-12)
- Delivered day-to-day technical support for computer systems, applications, network connectivity, and end-user devices.
- Installed, configured, maintained, and troubleshot Windows computers, laptops, printers, and peripherals.
- Supported user accounts, passwords, permissions, software access, and workstation configurations.
- Diagnosed network, DNS, DHCP, Wi-Fi, Internet, and connectivity problems.
- Assisted users with Microsoft Office applications, email, document management, file sharing, and general productivity tools.
- Responded to technical requests and maintained accurate records of incidents and resolutions.
- Performed software installation, updates, system maintenance, and endpoint troubleshooting.
- Assisted with computer deployment and configuration for new and existing users.
- Provided clear technical explanations to users with different levels of technical knowledge.
- Followed security procedures when handling user accounts, passwords, systems, and confidential information.
- Assisted in identifying recurring technical problems and recommended improvements to reduce repeated incidents.
