Job description: IT Support Technician in Kenya
Duties, requirements, interview questions and a template ready for you to advertise your vacancy today.
Role summary
An IT support technician keeps the computers, network, accounts and devices of a business working, and helps staff when something goes wrong. The role diagnoses hardware and software faults, sets up new users and equipment and protects company data through backups and updates. Every hour an employee cannot work because of a technical fault is a direct cost, so fast and dependable support pays for itself.
Main duties
- Respond to support requests in person, by telephone and remotely, and log each one in the ticketing system
- Diagnose and repair faults in desktops, laptops, printers, mobile devices and peripherals
- Install, configure and update operating systems, office software and business applications
- Create and manage user accounts, passwords, permissions and shared mailboxes
- Maintain the local network, including Wi-Fi, switches, routers, cabling and VPN access
- Run and verify scheduled backups and test that data can actually be restored
- Apply security patches, manage antivirus protection and report suspicious activity immediately
- Keep an up-to-date inventory of equipment, licences and warranties, and prepare devices for new starters
Typical requirements
- Diploma or technical certificate in information technology, networking or a related field
- One to two years of experience in a help desk or IT support role
- Good knowledge of Windows, Microsoft 365 or Google Workspace, and basic networking (TCP/IP, DNS, DHCP)
- Experience with remote support tools and a ticketing system
- Certifications such as CompTIA A+ or Network+ are an advantage
- Availability to attend urgent incidents outside office hours when required
Key skills
Vacancy template ready to copy
Replace the fields in square brackets with your company details.
IT Support Technician — [Company name]
At [Company name] we are looking for an IT support technician to look after our systems and our people in [City]. The role involves resolving day-to-day technical issues, setting up equipment and accounts, and keeping our network, backups and security in good order.
Responsibilities
- Respond to support requests in person, by telephone and remotely, and log each one in the ticketing system
- Diagnose and repair faults in desktops, laptops, printers, mobile devices and peripherals
- Install, configure and update operating systems, office software and business applications
- Create and manage user accounts, passwords, permissions and shared mailboxes
- Maintain the local network, including Wi-Fi, switches, routers, cabling and VPN access
- Run and verify scheduled backups and test that data can actually be restored
- Apply security patches, manage antivirus protection and report suspicious activity immediately
- Keep an up-to-date inventory of equipment, licences and warranties, and prepare devices for new starters
Requirements
- Diploma or technical certificate in information technology, networking or a related field
- One to two years of experience in a help desk or IT support role
- Good knowledge of Windows, Microsoft 365 or Google Workspace, and basic networking (TCP/IP, DNS, DHCP)
- Experience with remote support tools and a ticketing system
- Certifications such as CompTIA A+ or Network+ are an advantage
- Availability to attend urgent incidents outside office hours when required
What we offer
- Salary: [Salary]
- Benefits: [Benefits]
- Location: [City]
Interested in this vacancy? Apply today.
How to hire an IT support technician
Describe the environment precisely
The number of users, the operating systems, the email platform and whether there are servers or branches all determine the level required. Candidates self-select far better when the advert describes the actual environment.
Use a hands-on fault test
A computer prepared with two or three simple faults, such as a disabled network adapter or a full disk, shows diagnostic method in fifteen minutes. Guessing randomly and following a logical sequence look very different.
Assess how they explain
Support technicians deal mostly with non-technical colleagues. Asking the candidate to explain what a VPN is to someone in accounts reveals patience and clarity, which matter as much as technical knowledge.
Verify trustworthiness thoroughly
This person will hold administrator passwords and access to every mailbox. Reference checks should confirm integrity and discretion, and the reasons for leaving previous roles deserve careful attention.
Agree on out-of-hours cover
If systems must work at weekends or at night, the on-call arrangement and its compensation should be clear before the offer. Informal expectations about availability are a frequent source of conflict.
Interview questions for IT support technician roles
What steps would you follow if a user said their computer could not connect to the internet?
What to look for: A logical sequence from physical connection to IP settings, DNS and wider network checks.
How did you handle several urgent requests arriving at the same time?
What to look for: Prioritises by business impact and number of users affected, and keeps everyone informed.
Could you describe a fault that took you a long time to solve and how you finally solved it?
What to look for: Persistence, use of logs and documentation, and willingness to ask for help at the right moment.
What would you do if a manager asked for access to a colleague's mailbox?
What to look for: Follows the authorisation policy and asks for proper approval instead of simply complying.
How do you make sure that backups are really working?
What to look for: Checks logs regularly and performs test restores; does not assume success from a green tick.
What would you do if a user reported having clicked on a suspicious link?
What to look for: Isolates the device, resets credentials, scans, reports the incident and avoids blaming the user.
How would you set up a laptop for a new employee starting on Monday?
What to look for: A checklist covering accounts, software, security, encryption and a brief handover with the user.
How have you documented solutions so that others could reuse them?
What to look for: Maintains a knowledge base or clear ticket notes instead of keeping knowledge in memory.
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Frequently asked questions
What are the requirements for an IT support technician in Kenya?
The most common ones in vacancies are: diploma or technical certificate in information technology, networking or a related field; one to two years of experience in a help desk or IT support role; good knowledge of Windows, Microsoft 365 or Google Workspace, and basic networking (TCP/IP, DNS, DHCP).
When does a business need an in-house IT support technician instead of an external provider?
An external provider works well for a handful of users with standard needs. An in-house technician becomes worthwhile when staff lose working hours waiting for help, when there are several sites or specialised systems, or when data security requires someone accountable every day.
Are certifications more important than experience for IT support?
Certifications show a base of knowledge and commitment to the profession, but real experience resolving faults under pressure is the stronger predictor. The best evidence is a practical test combined with references. For junior roles, a certification plus a good attitude to users is a reasonable starting point.
How much does it cost to advertise IT support technician vacancies on Saplic?
Nothing. Posting the vacancy is free and no credit card is required. The recruitment system for organising the people who apply is free as well.
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