Junior Systems and Support Engineer

Poa! internet is the fastest growing and highly innovative ISP in Kenya. The company was founded in 2014 with a vision to provide internet in every home in Africa. At poa! We believe by empowering people, we can actively drive digital inclusion in these markets. We deploy a cost-effective internet service in Kenya, with the aim of providing affordable access to content and Internet to low-income members of society.

We are growing very fast to cover the rest of Kenya and eventually Africa. It is envisaged that the success of the business will grow to over 150 networks across East Africa. It is from this background that we seek prospective candidates to fill the role of a Junior Systems and Support Engineer  in our   IT Systems & Support Department.

At Poa, we pride ourselves on being a values-driven company, and we love working with values-driven employees. Poa's vision is “Internet in every home in Africa”. To achieve this vision, we live by our values, captured in the acronym, We CONNECT. At Poa, we: Create a better world for the people we serve, Open our eyes to problems and opportunities, Never stop learning never stop moving forward, Name it, own it , solve it, Engage with the bigger picture even in details, Care about each other and Tujienjoy kazini.

Overall Responsibility:

Responsible for providing technical support to staff in person and remotely. It's all about solving problems from the moment they are contacted until the user issues are resolved.     

Location:

Nairobi.

Role Responsibilities:                                                           

1. Monitor servers, applications, and network infrastructure using established monitoring tools.


2. Detect, respond to, and resolve alerts, incidents, and performance issues in a timely manner.
   


3. Perform initial troubleshooting, maintain accurate records of issues and resolutions in the ticketing system.


4. Support routine maintenance tasks such as software updates, patching, and backups.    


5. Maintain and update technical documentation and knowledge base articles for recurring issues.
   


6. Escalate complex issues  to Senior Engineers and work closely with them to resolve complex incident resolutions 


7. Provide clear, timely communication to internal users/customers on issue status and resolution timelines.
   

Academic Qualifications:

Degree in Information Technology , Computer Sciences, Telecommunication, or related discipline.

Key Competencies required for the role:

1. Minimum 1 year of service desk experience handling Level 1 support issues.


2. Proficiency across Windows, Linux, ChromeOS, and macOS environments.


3. Skilled in administering and managing Google Workspace.


4. Strong ability to prioritize, troubleshoot, and resolve IT problems promptly.


5. Proficient in remote desktop tools such as TeamViewer, AnyDesk, and RDP.


6. Solid understanding of IT software, hardware, and basic network setup.

What’s In It for You? 

1. A competitive monthly salary.


2. Additional company benefits: Medical cover, airtime allowance, home internet allowance and an annual training allowance.


3. Career growth opportunities in a rapidly expanding company.


4. Exciting work environment and culture with a dynamic, supportive team.                            

                                         "We encourage Women and Persons with Disability (PWD) to apply"