IT Support Specialist – Mid Level
Tezza Business Solutions Ltd
Quick Take
Diagnose and resolve technical issues for end users, manage cloud identities and endpoints, and support IT migrations across a distributed workforce.
Hands-on Google Workspace administration, Windows/macOS support, and MDM platform experience (JumpCloud or Jamf).
Mid-level salary in a growing software services firm, exposure to IT infrastructure modernisation, and the opportunity to own critical support processes in a dynamic environment.
Job Description
Tezza Business Solutions Ltd, a leading niche provider of Software Development, Quality Assurance, and Software Testing services, is looking for a talented and proactive Mid-Level IT Support Specialist to join their growing team in Nairobi. This is a critical role within an ongoing IT integration programme, where you will be at the heart of maintaining seamless user environments, managing identities, and ensuring endpoint devices run optimally across a distributed workforce.
You will serve as a trusted technical resource for end users across business functions, supporting tool migrations, account transitions, and day-to-day helpdesk operations. If you thrive in dynamic environments, enjoy solving complex technical puzzles, and take pride in delivering reliable IT services, this role offers you the platform to make a measurable impact.
- Provide L1/L2 technical support to end users, diagnosing and resolving hardware, software, and productivity tool issues promptly.
- Manage and prioritise support tickets in line with agreed SLAs, ensuring timely resolution and clear communication to stakeholders.
- Administer Google Workspace including user provisioning, access control, and group management to maintain a secure and organised directory.
- Oversee onboarding and offboarding processes, ensuring accurate access rights assignment and security compliance throughout the employee lifecycle.
- Set up, configure, and troubleshoot Windows and macOS laptops across remote and in-office teams.
- Enforce endpoint security policies using MDM tools such as JumpCloud or comparable platforms.
- Administer Slack and other cloud-based collaboration tools, including permissions management and user troubleshooting.
- Deliver basic end-user training on productivity and collaboration tools to drive adoption and self-sufficiency.
- Support IT system integrations and migrations, including user account transfers, data migration tasks, and tool consolidation activities.
- Validate and test IT systems during integration phases to ensure stability and data integrity.
- Maintain up-to-date IT documentation including SOPs, runbooks, and knowledge base articles.
- Proactively identify and recommend improvements to support processes, tooling, and the overall IT environment.
- Must be able to administer Google Workspace end-to-end — provisioning users, managing groups, configuring security settings, and troubleshooting access issues independently.
- Must demonstrate hands-on ability to support and resolve issues across both Windows and macOS environments without escalation for standard problems.
- Must be able to deploy, configure, and manage endpoint devices using MDM platforms such as JumpCloud, Jamf, or equivalent tools.
- Must be able to manage Slack workspaces including channel administration, app integrations, and permission controls.
- Must be able to handle user account migrations and data migration tasks with attention to accuracy and minimal disruption to end users.
- Must demonstrate 3–6 years of progressive experience in IT Support, Helpdesk, or Systems Support roles, ideally within a technology or professional services environment.
- Must be able to document technical processes clearly and maintain a knowledge base that reduces repeat incidents.
- Should be able to communicate technical issues clearly to non-technical stakeholders at all levels of the organisation.
- Exposure to ITIL frameworks or service management best practices is an added advantage.
The salary for this role is competitive and aligned to mid-level IT market rates in Nairobi. Based on industry benchmarks for a 3–6 year IT Support Specialist in Kenya's technology sector, the expected monthly compensation ranges from KES 100,000 to KES 180,000, subject to experience and qualifications. Tezza Business Solutions offers a professional work environment with opportunities for growth within a fast-evolving technology services firm.
Ideal candidate: You are a self-driven IT professional with 3–6 years of hands-on helpdesk or systems support experience, comfortable managing Google Workspace and endpoints across distributed teams. You are detail-oriented, organised, and thrive in structured yet dynamic environments. You understand the importance of documentation and enjoy contributing to process improvements beyond just firefighting.
Do NOT apply if: You have fewer than 3 years of relevant IT support experience, have no hands-on exposure to Google Workspace administration, are uncomfortable supporting remote users, or are looking for a purely hardware-focused role with no identity or cloud tool management responsibilities.
Interested and qualified candidates should apply through the Tezza Business Solutions careers portal or the job platform where this role was listed. Prepare an updated CV clearly highlighting your Google Workspace administration experience, MDM tool exposure, and any integration or migration projects you have supported. Note: Never pay any fee — for certification, notarisation, or assessment — as part of any recruitment process. If in doubt, contact Tezza Business Solutions directly through their official website.
Requirements Breakdown
Must Have
- Proven hands-on administration of Google Workspace (user provisioning, group management, security configuration)
- Demonstrated support for both Windows and macOS environments without escalation for standard issues
- Experience deploying and managing endpoint devices via MDM platforms (JumpCloud, Jamf, or equivalent)
- Ability to manage Slack workspaces and cloud-based collaboration tool administration
- Experience handling user account migrations and data migration tasks with attention to accuracy
Nice to Have
- L1/L2 helpdesk or IT support experience with ticket management and SLA tracking
- Knowledge of IT security policies and endpoint security best practices
- Experience supporting IT system integrations or tool migrations
- Basic IT training and documentation skills (SOPs, runbooks, knowledge base)
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Salary Context
Competitive mid-level IT Support salary in Nairobi — above entry-level range.
The KES 100,000–180,000 monthly range reflects mid-level support specialist expectations in Kenya's tech hubs, with variation driven by company scale, specific tool expertise (Google Workspace, MDM), and whether the role includes infrastructure or migration responsibilities. Roles at established software firms typically cluster at the higher end of this range.
About Tezza Business Solutions Ltd
Tezza Business Solutions Ltd is a niche software services firm specialising in development, quality assurance, and testing—likely serving mid-market and enterprise clients across East Africa. They are undertaking a significant IT integration and modernisation programme, suggesting organisational growth and investment in infrastructure. This is an attractive employer for tech professionals seeking exposure to real-world system migrations and the chance to shape IT operations in a scaling tech company.
Likely Interview Questions
- 1
Walk us through a complex Google Workspace administration task you've completed—such as a large-scale user migration or complex permission restructuring. What challenges did you face and how did you solve them?
- 2
Describe your experience with MDM platforms. Which have you used, and how have you enforced endpoint security policies across a distributed workforce?
- 3
Tell us about a time you supported a tool migration or system integration. What was your role, what went wrong, and how did you contribute to resolution?
- 4
How do you approach end-user training and documentation? Give an example of a process you've documented or a training session you've delivered.
- 5
Our team manages both Windows and macOS devices. Walk us through how you would troubleshoot a macOS connectivity issue versus a Windows Group Policy problem. What are your go-to tools?
Application Tips
Quantify your Google Workspace experience: mention the number of users provisioned, migrations managed, or security initiatives you've led—specificity signals hands-on depth.
Highlight any MDM platform experience by name (JumpCloud, Jamf, Intune, etc.) with concrete examples of policies deployed or devices managed.
Emphasise any prior involvement in IT integration projects, system migrations, or onboarding/offboarding process improvements—this role is embedded in an active integration programme.
If you have it, showcase your documentation and communication skills: mention a knowledge base you've built, runbooks you've written, or training materials you've created.
Career Path
Roles that lead here
Where this leads
Skills & Keywords
Honest Assessment
Green Flags
- Clear, detailed role scope with named tools (Google Workspace, JumpCloud, Slack)—the employer knows exactly what they need and is not posting a vague catch-all.
- Active IT modernisation programme suggests significant projects, growth, and the chance to make measurable impact on infrastructure—ideal for mid-level career development.
- Structured responsibility for onboarding/offboarding and process documentation signals a mature IT operation and opportunity to own critical workflows.
- Competitive salary range for a mid-level role in Nairobi, especially in a software services firm with likely good growth prospects.
Watch Out
- The job description is incomplete at the end (cuts off mid-sentence after 'mini')—request the full version from the hiring team to ensure you understand all responsibilities and requirements.
- No mention of benefits, remote work flexibility, or training/certification support—clarify these details during the application or interview process, especially given the technical depth required.
A Day in the Life
Your week balances reactive troubleshooting with strategic projects. You start Monday reviewing weekend ticket backlog in your support queue—three macOS users with VPN issues, one Slack permission problem, and two Google Workspace access requests that you resolve by mid-morning. Afternoons are split: you attend a cross-functional meeting to plan the next phase of a Slack workspace migration, then spend two hours configuring and deploying a new security policy to 50 laptops via JumpCloud. Wednesday involves onboarding two new employees—you provision their Google accounts, assign them devices, run a quick collaboration tools training, and document the steps for your growing runbook. By Friday, you're validating test data integrity from a recent user account migration and recommending workflow improvements to your IT lead. Throughout the week, you're the reliable first point of contact for 150+ end users navigating tools and technical puzzles.
Frequently Asked Questions
What qualifications do I need to be an IT Support Specialist – Mid Level at Tezza Business Solutions Ltd?
You need hands-on experience administering Google Workspace, supporting Windows and macOS, and managing endpoint devices via MDM platforms like JumpCloud or Jamf. Prior L1/L2 helpdesk or IT support experience is expected; a tertiary qualification in IT or CompTIA Security+ is advantageous but not explicitly required if your experience is strong.
Is the IT Support Specialist – Mid Level role at Tezza Business Solutions Ltd remote?
The posting lists the location as Nairobi and references support for both remote and in-office teams, but does not explicitly state whether the role itself is fully remote or hybrid. Clarify work location flexibility during your application.
How much does an IT Support Specialist – Mid Level earn at Tezza Business Solutions Ltd?
The posted salary range is KES 100,000–180,000 per month, which is competitive for mid-level IT support in Nairobi. Your position within that range will depend on your specific experience with the tools mentioned (Google Workspace, MDM platforms) and your background.
What are the career growth opportunities for this role?
The role is embedded in an active IT integration programme at a growing software services firm, offering exposure to infrastructure modernisation, system migrations, and process improvement. This positions you well to advance into Senior IT Support, IT Operations Management, or Systems Administration roles.
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