The International Rescue Committee (IRC) is seeking a skilled IT Support Specialist to join its global Information Technology team in Nairobi, Kenya. This full-time, in-person role supports end users across multiple regions, delivering Tier 1 and Tier 1.5 technical support while contributing to service improvement initiatives and IT operations excellence. Founded in 1933 at the call of Albert Einstein, the IRC operates in more than 40 countries and 29 U.S. cities, responding to humanitarian crises and restoring safety, dignity, and opportunity to millions worldwide. Job Requisition ID: JR00002029Location: Nairobi (IHUB), KenyaEmployment Type: Full TimeWork Arrangement: In Person (with remote flexibility) Role Overview The IT Support Specialist provides frontline technical assistance to IRC staff, ensuring reliable access to systems, infrastructure, and digital tools essential for humanitarian operations. The position combines: End-user technical support Incident management and escalation Service improvement contributions Asset and documentation management Mentorship of junior team members This role supports both on-site and remote users across global offices, including technologically complex environments. Key Responsibilities 1. Service Delivery & Operations Document incidents, resolutions, and procedures in ServiceNow Monitor ticket queues and ensure timely resolution Escalate unresolved issues with clear technical context Support onboarding and offboarding processes Identify recurring technical issues and recommend improvements Contribute to automation and service optimization initiatives Provide AV support where required 2. Customer Service & Communication Serve as primary contact for Tier 1 and Tier 1.5 support Communicate technical concepts clearly to non-technical users Set realistic resolution timelines Collaborate with engineers, vendors, and infrastructure teams Maintain comprehensive ticket documentation Strong interpersonal skills and professional communication are critical to success in this role. 3. Technical Responsibilities The IT Support Specialist will: Provide phone, remote, and on-site support Diagnose hardware, software, and connectivity issues Support Windows and macOS environments Configure and maintain end-user devices Troubleshoot Microsoft 365 applications Manage user accounts in Active Directory and Azure AD Support VPN, LAN, Wi-Fi, DNS, DHCP, and authentication systems Deploy and image workstations Support MFA, SSO, and secure remote access Assist in responding to security-related incidents This role requires strong troubleshooting capability and familiarity with enterprise IT environments. 4. Documentation & Administration Create and update knowledge base articles Maintain accurate ticket notes and records Track incident trends and support SLA compliance Manage IT inventory and licensing Align ticket prioritization with Service Desk leadership 5. Mentorship & Collaboration Support junior staff and interns Provide coaching and performance feedback Participate in performance reviews Contribute to cross-functional collaboration The role reports to Team Leads and works closely with Service Desk teams, System Engineers, Desktop Engineers, Network Engineers, and external technology vendors. Education & Certifications Candidates should have: A college degree or equivalent professional experience Relevant certifications such as: CompTIA A+ or Network+ Microsoft 365 and Azure AD Active Directory management ITIL or IT service management practices Endpoint management tools (Intune, SCCM) Networking fundamentals (TCP/IP, DNS, DHCP, VPN) Experience in MFA and identity management is highly desirable. Experience & Skills Applicants must demonstrate: 1–3 years of help desk or desktop support experience Strong troubleshooting and diagnostic skills Knowledge of enterprise desktop systems and applications Experience with Active Directory and Microsoft 365 Ability to conduct root-cause analysis Strong organizational and multitasking abilities Excellent customer service skills Clear written and verbal communication Ability to work independently and collaboratively Working Environment The role is based in Nairobi, Kenya, with capacity for occasional remote work. Flexibility to work shifts, including weekends, may be required. Professional Standards All IRC staff must uphold the organization’s professional standards, guided by core values of: Integrity Service Equality Accountability The IRC enforces strong safeguarding, fiscal integrity, and ethical conduct policies, ensuring a secure and respectful workplace. Why Join the IRC? Purpose-Driven WorkEmployees contribute directly or indirectly to humanitarian impact, supporting communities affected by crisis. Global ImpactStaff collaborate across continents, cultures, and time zones within a globally recognized humanitarian organization. Innovation & ExcellenceThe IRC champions data-driven strategies and evidence-based solutions to address complex global challenges. Supportive CommunityThe organization prioritizes safety, continuous learning, and professional growth. Recruitment Process The typical recruitment process includes: Initial screening with the recruiting team Interview with hiring manager or stakeholder Final technical or panel interview Reference checks Background verification before final offer Processes may vary depending on role and location. This position offers IT professionals the opportunity to contribute to humanitarian operations through reliable, scalable, and innovative technology support systems. VISIT OFFICIAL WEBSITE TO APPLY For more opportunities such as these please follow us on Facebook, Instagram , WhatsApp, Twitter, LinkedIn and Telegram Disclaimer: Global South Opportunities (GSO) is not the organization hiring for the vacant post. For any inquiries, please contact the official organization directly. Please do not send your applications to GSO, as we are unable to process them. Due to the high volume of emails, we receive daily, we may not be able to respond to all inquiries. Thank you for your understanding.