Role: IT Support Specialist (Mid-Level)
Engagement Type
Contract (1 year renewable )
Location:Onsite ,Nairobi-based (supporting distributed teams)
Reporting Line:Reports to designated IT Lead / Head of IT
  Role Overview
We are seeking a mid-level IT Support Specialist to support ongoing IT integration and user environment management activities. The role will focus on maintaining productivity systems, managing user accounts, and supporting endpoint devices across a distributed workforce.
The successful candidate will play a key role in ensuring seamless tool, account, and device transitions during an ongoing integration programme, while delivering reliable end-user support across business functions. Key Responsibilities
1. IT Support & Service Delivery
Provide L1/L2 technical support to end users across the organisation
Diagnose and resolve issues related to hardware, software, and productivity tools
Manage and prioritise support tickets in line with SLAs

2. User & Identity Management
Administer Google Workspace (user provisioning, access control, group management)
Manage onboarding and offboarding processes
Ensure appropriate access rights and security compliance

3. Device & Endpoint Management
Support and manage Windows and macOS laptops across remote teams
Perform device setup, configuration, and troubleshooting
Enforce endpoint policies via MDM tools (e.g., JumpCloud or similar platforms)

4. Collaboration Tools Support
Provide administration and support for Slack and other productivity tools
Assist users with collaboration tool setup, permissions, and troubleshooting
Deliver basic user training where required

5. Integration & Migration Support
Assist with IT system integrations and migrations, including:
User account transfers
Data migration tasks
Tool consolidation activities
Support validation and testing during integration phases

6. Documentation & Process Improvement
Maintain IT documentation (SOPs, knowledge base articles)
Recommend improvements to support processes and tooling
Contribute to a structured and scalable IT support environment Required Skills & Experience
Technical Skills
Strong experience in Google Workspace administration
Proficiency in supporting Windows & macOS environments
Exposure to MDM tools (e.g., JumpCloud or similar)
Experience with Slack and cloud-based productivity tools

Professional Experience
3–6 years’ experience in an IT Support / Helpdesk / Systems Support role
Experience supporting remote or distributed teams
Proven involvement in system integrations or migrations is highly desirable
Education & Certifications
Bachelor’s degree in IT, Computer Science, or related field
Relevant certifications (advantageous):
Google Workspace Administrator
CompTIA A+ / Network+
ITIL Foundation Key Competencies
Strong problem-solving and troubleshooting skills
Excellent communication and user support skills
Ability to work in a fast-paced, evolving environment
High attention to detail and organisation
Proactive and solution-oriented mindset Additional Notes
This is an urgent requirement with a preference for immediate availability
The role will support a time-bound integration project alongside ongoing IT operations What Success Looks Like
Smooth onboarding/offboarding of users during integration
Minimal disruption during tool and system transitions
High user satisfaction with IT support services
Stable and secure end-user computing environment