Tier 3 IT Helpdesk, MSP or NOC Support Agent

We are seeking an experienced and highly skilled Tier 3 IT Support & NOC Engineer to join our operations team in Nairobi. This role represents the highest level of technical escalation within the support organization and is responsible for maintaining the stability, availability, performance, and security of client environments. The successful candidate will provide advanced troubleshooting, network administration, incident management, infrastructure monitoring, automation, and operational leadership while supporting mission-critical environments.

• Monitor and maintain network and IT infrastructure to ensure system availability and performance.
• Respond to alerts, outages, and critical incidents within established SLA timelines.
• Troubleshoot complex network, systems, and connectivity issues.
• Support and manage network equipment including routers, switches, wireless controllers, and firewalls.
• Escalate and coordinate issues with internal engineering teams and third-party vendors when required.
• Administer and support Microsoft 365, Active Directory, and Entra ID environments.
• Perform root cause analysis (RCA) and document findings and resolutions.
• Configure and support LAN, WAN, VPN, SD-WAN, and wireless network environments.
• Create and maintain technical documentation, procedures, and incident reports.
• Assist with system upgrades, patches, maintenance activities, and infrastructure improvements.
• Support security initiatives, monitor security events, and follow compliance requirements.
• Coordinate with field technicians and external vendors during installations, maintenance, and troubleshooting activities.
• Participate in a 24/7 support environment and provide advanced technical support as needed.

• Strong understanding of TCP/IP networking fundamentals.
• Experience with routing and switching technologies.
• Knowledge of VLANs, QoS, VPNs, ACLs, SD-WAN, and MPLS.
• Experience managing: Cisco, Aruba, Ruckus, Meraki.
• Experience with firewalls: Cisco ASA, Fortinet, WatchGuard.
• Hands-on experience with: SolarWinds, PRTG, Nagios, Zabbix.
• Experience using: Wireshark, tcpdump.
• Knowledge of Microsoft technologies: Active Directory, Microsoft Entra ID, Microsoft 365.
• PowerShell scripting experience preferred.
• Certifications: CCNA, CCNP, Fortinet NSE, Aruba Certified Professional, Ruckus Certification, Meraki Certification, CompTIA Network+, CWNA.
• Minimum 2 years of experience in NOC, Network Operations, MSP, Infrastructure Support, or Network Engineering roles.
• Experience handling escalations and critical incidents.
• Experience coordinating field technicians and vendor activities.
• Experience supporting enterprise network environments.
• Professional English proficiency.
• Strong analytical and troubleshooting skills.
• Excellent communication abilities.
• Ability to remain calm during high-priority incidents.
• Strong organizational and time-management skills.
• Team-oriented mindset with mentoring abilities.
• Strong customer service focus.
• Bachelor's Degree in: Computer Science, Information Technology, or Network Engineering.