IT Support Specialist (Mid-Level)

Tezza Business Solutions is looking for a capable and driven Mid-Level IT Support Specialist to join its technology team. This role is central to maintaining a productive and secure user environment across a distributed workforce, with a strong focus on endpoint management, identity administration, and seamless tool transitions during an ongoing IT integration programme.

You will serve as a go-to resource for end-user support, ensuring that hardware, software, collaboration tools, and cloud-based systems function reliably across the organisation. If you thrive in fast-moving environments and enjoy solving real problems for real people, this is the role for you.

• Provide L1/L2 technical support to end users across the organisation, diagnosing and resolving hardware, software, and productivity tool issues promptly.
• Manage and prioritise support tickets in alignment with defined SLAs, ensuring timely resolution and escalation where necessary.
• Administer Google Workspace, including user provisioning, access control, and group management.
• Own onboarding and offboarding processes, ensuring appropriate access rights are granted and revoked in compliance with security policies.
• Support and manage Windows and macOS laptops across remote and distributed teams, including device setup, configuration, and troubleshooting.
• Enforce endpoint security policies using MDM tools such as JumpCloud or equivalent platforms.
• Administer Slack and other cloud-based collaboration tools, managing permissions, supporting users, and delivering basic training where needed.
• Assist with IT system integrations and migrations, including user account transfers, data migration tasks, and tool consolidation activities.
• Support validation and testing during integration phases to ensure continuity and data integrity.
• Maintain up-to-date IT documentation including SOPs and knowledge base articles.
• Identify and recommend improvements to support processes, tooling, and overall IT service delivery.

• Administer and troubleshoot Google Workspace at an intermediate to advanced level, managing users, groups, and access policies.
• Support both Windows and macOS environments confidently, resolving OS-level, application, and connectivity issues without escalation in most cases.
• Deploy and manage endpoint devices using MDM platforms such as JumpCloud, Jamf, or Intune.
• Configure and administer collaboration tools including Slack, Google Meet, and similar platforms at an organisational level.
• Manage user identity lifecycles, including provisioning, access reviews, and deprovisioning aligned to security best practices.
• Contribute meaningfully to system integration or migration projects, including data migration validation and tool consolidation testing.
• Communicate technical issues clearly to non-technical users and stakeholders, both verbally and in writing.
• 3–6 years of hands-on experience in an IT Support, Helpdesk, or Systems Support role, preferably supporting remote or distributed teams.
• Bachelor's degree in IT, Computer Science, or a related field.
• Certifications such as Google Workspace Administrator, CompTIA A+/Network+, or ITIL Foundation are an added advantage.

The salary for this role is estimated in the range of KES 100,000 – 180,000 per month, commensurate with experience and qualifications. Tezza Business Solutions offers a competitive compensation package aligned to mid-level technology roles in the Kenyan market. Specific benefits will be discussed during the recruitment process.

This role is ideal for an IT professional with 3–6 years of solid helpdesk or systems support experience who is comfortable working independently in a remote or hybrid environment. You should have hands-on experience with Google Workspace administration, endpoint management, and at least one IT migration or integration project. You are organised, proactive, and genuinely enjoy helping people solve technology problems.

Do not apply if you have fewer than 3 years of relevant IT support experience, have no exposure to MDM tools or cloud-based identity management, or are looking for a purely reactive helpdesk role with no involvement in broader IT projects.

Interested and qualified candidates should apply through the Tezza Business Solutions careers page or the platform where this vacancy is listed. Prepare an up-to-date CV highlighting your IT support experience, tools you have administered, and any integration or migration projects you have contributed to. Shortlisted candidates will be contacted for an initial screening interview followed by a technical assessment.