IT Support Engineer – Level 1 (L1)
Nairobi,
Kenya
About Simplify IT
Simplify IT is a rapidly growing Managed Services Provider delivering Modern Workplace, Cloud Infrastructure, Cybersecurity, and Managed IT Services across Kenya and Africa. We support business-critical environments and expect our engineers to operate with professionalism, technical discipline, and customer focus.
Role Overview
The Level 1 IT Support Engineer is the frontline technical resource responsible for resolving customer issues, supporting user environments, and maintaining service quality across managed client infrastructures.
This role is ideal for a professional with hands-on experience and exposure to cloud, cybersecurity, and managed services environments, who already understands structured IT operations and wants to grow within an MSP.
Core Responsibilities
- Deliver first-line technical support across Microsoft 365, endpoints, and network environments
- Troubleshoot Windows devices, user profiles, email issues, printers, and connectivity faults
- Administer Microsoft 365 users, mailboxes, groups, and basic security settings
- Support endpoint protection and firewall environments
- Perform user onboarding/offboarding and device provisioning
- Maintain accurate ticket documentation and meet SLA commitments
- Escalate complex infrastructure issues with full technical context
- Assist Level 2 engineers on deployments, upgrades, and client projects
- Follow MSP operational processes and contribute to service improvement
Technical Competencies (Required)
Candidates must demonstrate practical experience in:
- Microsoft 365 administration (users, mailboxes, security basics)
- Windows desktop troubleshooting and device management
- Basic networking (LAN/WAN concepts, DNS, DHCP, connectivity)
- Endpoint security platforms (Sophos, Fortinet, Bitdefender or equivalent)
- Backup concepts (Acronis or similar)
- Cloud fundamentals (Microsoft Azure preferred)
- Professional ticket handling within an MSP or structured IT environment
Exposure to Google Workspace and Odoo ERP is an added advantage.
Certifications (Strongly Preferred)
At least one of the following (or actively pursuing):
- Microsoft 365 Fundamentals (MS-900)
- Azure Fundamentals (AZ-900)
- Security, Compliance & Identity Fundamentals (SC-900)
- CompTIA A+ / Network+
- Sophos, Bitdefender, Acronis, Fortinet fundamentals
Additional cybersecurity or cloud certifications are highly valued.
Experience & Education
Diploma or Degree in IT or related field
Minimum 1–2 years hands-on IT support experience (MSP experience preferred)
Demonstrated customer-facing support capability
Strong documentation and communication skills
What's great in the job?
Exposure to enterprise MSP environments
Structured growth path toward Level 2 Engineering
Continuous learning in Cloud and Cybersecurity
Diverse client infrastructures and real project experience
Supportive, performance-driven technical team
