Junior IT Support Officer

About the Role

Zurihost is looking for a proactive and customer-focused IT Support Officer to join our growing team. This role is ideal for someone who enjoys solving technical problems, working closely with clients, and ensuring smooth day-to-day IT operations. You will be the first line of support for users and clients, helping resolve issues efficiently while maintaining strong service standards.

What You Will Do

• Provide technical support to clients and internal users via phone, email, ticketing system, and in person

• Diagnose and troubleshoot hardware, software, network, and operating system issues

• Install, configure, and maintain computer systems and applications

• Handle support tickets by logging, prioritizing, resolving, and escalating issues within agreed SLAs

• Act as the main point of communication when clients report technical issues

• Perform preventative maintenance as per established schedule

• Maintain accurate inventory records for IT assets 

• Maintain up-to-date technical documentation and contribute to the knowledge base

• Conduct basic user training, product demos, and client onboarding where required

• Liaise with suppliers for procurement and delivery of IT equipment and hardware

• Support product deployments and provide ongoing technical assistance

• Ensure high levels of customer satisfaction through professional and timely support

What You Have

• Minimum of 1 year experience in IT support, technical support, or a related role

• Strong knowledge of operating systems (Windows, basic Linux)

• Good understanding of networking concepts (LAN, Wi-Fi, routers, IP addressing)

• Proficiency in hardware setup, troubleshooting, and maintenance

• Proficiency in software installation, configuration, and troubleshooting

• Experience working with support tickets or helpdesk systems is an added advantage

• Proficient in remote desktop tools such as TeamViewer, AnyDesk

• Excellent verbal and written communication skills

• Strong organizational skills and attention to detail

• Demonstrated customer service mindset and professionalism

• Willingness to travel outside Nairobi occasionally for client support

What’s in it for you?

• Be part of a growing company with an innovative product portfolio.

• Hands-on experience in a dynamic and growing tech environment

• Opportunity to learn and grow across multiple areas of IT

• Supportive team culture and exposure to real client environments

• Hybrid work flexibility