2ND TO 3RD LINE IT SUPPORT ENGINEER

Employer: Optimise Outsourcing Ltd

Work Location: Nairobi (Office-based)

Working Hours: Monday–Friday

Type: Full-Time

1. Introduction to the Role

Optimise Outsourcing is looking for a technically capable and experienced 2nd to 3rd Line

Engineer with strong Microsoft 365, networking, and infrastructure experience to join our growing support team

You will work across escalated support, infrastructure administration, technical troubleshooting, and project delivery for multiple client environments.

You will be expected to independently manage technical issues through to resolution, maintain strong communication with users and stakeholders, and contribute positively to the overall quality and efficiency of the service desk.

2. About the Client

Our client is a well-established UK-founded Managed Service Provider supporting a diverse client base across London, the UK and the US. They pride themselves on being responsive, technically capable, and genuinely invested in delivering a high standard of support and client service.

The firm operates in a fast-paced, deadline-driven environment where attention to detail, ownership, and consistency are essential. You will be part of a collaborative team working across multiple clients,

This is an excellent opportunity for an individual who takes pride in producing high-quality work and thrives in a structured, professional environment.

For GDPR and confidentiality reasons, the client’s identity will be disclosed at the interview stage.

4. About Optimise Outsourcing Optimise Outsourcing is a UK-registered Employer of Record (EOR) and recruitment partner with a strong operational base in Nairobi. We connect high-performing Kenyan professionals with established international businesses and provide:

 Full HR and operational support

 Structured onboarding and training

 Performance coaching and development

 A professional, office-based working environment

Joining Optimise means joining a company committed to long-term career growth and operational excellence.

5. Key Responsibilities

Typical responsibilities include

 Administering and troubleshooting Microsoft 365 environments including Exchange Online, SharePoint, Teams, Entra ID, Intune, compliance and DLP

 Supporting Windows and macOS environments remotely

 Managing deployment, configuration and support of endpoint management platforms including Intune and Jamf

 Handling cloud, email migration projects

 Troubleshooting networking environments including VLANs, WiFi, switches and firewalls

 Supporting infrastructure, backups, security platforms and endpoint protection

 Managing and updating documentation within IT Glue and PSA systems

 Contributing to infrastructure and improvement projects

 Maintaining strong ticket quality, documentation and communication standards

 Taking ownership of issues through to resolution while escalating appropriately where required

6. Essentials

• Minimum 3 years experience working within an MSP environment
• Strong Microsoft 365 administration experience
• Comfortable independently managing escalated technical issues and client environments
• Strong troubleshooting and problem solving skills
• Experience supporting both Windows and macOS environments
• Confident communication skills with both technical and non-technical users
• Able to work effectively within a fast paced support environment
• Strong attention to detail and documentation standards
• Self-motivated and capable of working independently remotely
• Experience supporting VIP users or demanding client environments is beneficial
• Experience within Film, Animation or Creative Production environments is highly desirable
• Comfortable leading smaller technical projects and client deployments

8. Working Environment & Equipment

 Office-based role in Nairobi.

 All equipment provided, including:

o Computer and monitors

o Headset and telephony systems

o Secure access to required systems

Candidates are not required to provide their own equipment.

Remuneration is aligned with experience and current market standards.

9. Application Process (Please Read Carefully)

To be considered for this role, applicants must complete ALL the following:

Step 1 — Complete the mandatory assessment

Step 2 — Upload your CV and cover letter via the assessment portal

Step 3 — Submit your application for review

�� Application & Assessment Link:

https://app.testgorilla.com/s/dg3hpobh

⚠️ Applications without completed assessments will not be reviewed.