IT Support Consultant – Nairobi at The END Fund

About the Role

We are seeking a qualified IT Support Consultant to provide technology support services to our Nairobi office and nearby time zones. You will deliver comprehensive IT support across device management, Google Workspace administration, and end-user support.

Device Setup, Configuration and Lifecycle Support

• Configure, deploy, and prepare new laptops and related peripherals (e.g., printers) for staff
• Perform operating system configuration and ensure required security controls are enabled (e.g., disk encryption, password policies, screen lock, OS/user updates)
• Install and configure standard applications (e.g., browsers, productivity tools, security agents, backup agents where applicable)
• Support device handover for new staff and secure decommissioning/reconfiguration for staff exits
• Perform basic hardware troubleshooting and coordinate warranty/repair processes with vendors when required
• Perform in-depth investigations to identify the root cause of recurring technical issues, document resolutions, and implement preventative measures to reduce future occurrences

Google Workspace & Drive Management

• Support Google Drive and Shared Drives management, including ensuring consistent folder structures and permissions
• Assist staff with file-sharing issues and access requests
• Support data organization and basic data hygiene (e.g., reducing duplication where practical)
• Provide basic training and "how-to" support for Google Workspace apps (e.g., Drive, Docs, Sheets, Meet, Calendar)

End-User Support & Ticketing

• Serve as first-line support contact for Nairobi-based staff and nearby time zones
• Handle typical technical issues including laptops, printing, peripheral devices, Google Drive access and usage, and basic troubleshooting for commonly used tools and services
• Use an agreed ticketing system to log all requests and incidents, track status and communication, and escalate issues to the global technology team or external providers as needed