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Help Desk Engineer Job OnQ Global
IT Jobs. OnQ Global Kenya Jobs
Location: OnQ Global Kenya Offices, Nyeri, Kenya.
Job Summary
We are seeking a motivated, customer-focused professional to join our Help Desk team as a Help Desk Engineer. In this role, you will provide first-line technical support to end users, troubleshoot hardware and software issues, and ensure smooth operation of our IT infrastructure. This position offers excellent growth opportunities for individuals
passionate about technology and customer service.
Read>>>How to Answer Interview Questions About Your Work History
Duties and Responsibilities
- Provide first-line technical support to end users via phone, email, and ticketing system
- Troubleshoot and resolve hardware, software, and network connectivity issues
- Configure and deploy workstations, laptops, and peripherals for new and existing users
- Create and manage user accounts, passwords, and access permissions
- Install, update, and maintain computer software and operating systems
- Perform routine maintenance and inspections of IT equipment
- Document all support requests, resolutions, and technical procedures in the ticketing
system - Maintain accurate inventory records of computer and network equipment
- Escalate complex technical issues to senior IT staff when necessary
- Assist with onboarding new employees and providing basic IT orientation
- Support remote users with technical issues via Microsoft Teams or remote desktop tools
- Repair and replace equipment as needed, coordinating with vendors when appropriate
Job Requirements
Education:
- Diploma or Bachelor degree in Computer Science, Information Technology, or related
field
Experience:
- 0-1 years of experience in IT support, help desk, or related role (internships and
academic projects considered)
Required Skills:
- Basic knowledge of Windows operating systems
- Understanding of computer hardware components and troubleshooting
- Familiarity with Microsoft Office Suite and common business applications
- Strong customer service orientation and communication skills
- Ability to explain technical concepts to non-technical users
- Problem-solving mindset and analytical thinking
- Time management skills and ability to prioritize multiple requests
- Willingness to learn new technologies and systems quickly
- Team collaboration and interpersonal skills
- Basic understanding of network connectivity and troubleshooting
Preferred Qualifications
- CompTIA A+, Network+, or similar certifications
- Experience with ticketing systems (e.g., ServiceNow, Jira, Freshdesk)
- Familiarity with Active Directory and user management
- Knowledge of remote support tools and remote desktop protocols
- Understanding of ITIL framework or IT service management principles
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How to Apply
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