IT Support Consultant – Nairobi at The END Fund

About the Role

We are seeking a qualified IT Support Consultant to provide technical support and device management services based in Nairobi. You will serve as a first-line support contact for staff in the Nairobi office and nearby time zones, managing device lifecycle, cloud infrastructure, and end-user technical issues.

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, documenting resolutions and implementing preventative measures to reduce future occurrences

Google Workspace & Drive Management

• Support Google Drive and Shared Drives management, including ensuring consistent folder structures and permissions
• Help staff with file-sharing issues and access requests
• Support data organization and basic 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 a first-line support contact for Nairobi-based staff and nearby time zones
• Handle typical technical issues including:
  • Laptops, printing and peripheral device issues
  • Google Drive access and usage issues
  • Basic troubleshooting for commonly used tools and services
• Use an agreed ticketing system to log all requests and incidents, track status and communication, and manage resolutions
• Escalate issues to the global technology team or external providers as needed