Desktop and Site Support Engineer (Systems & Network Engineer)

As Desktop and Site Support Engineer (Systems & Network Engineer), you will keep our sites connected and help bring new clients live. Working with our network and

systems specialists, you will design, change and support the infrastructure our contact centres run

on, and make sure every critical system is well documented and understood by the team.

Responsibilities

Key responsibilities

• Configure, maintain and troubleshoot switches, routers, firewalls, Wi-Fi and SD-WAN devices across sites.
• Monitor internet links, bandwidth and voice quality; test failover and work with service providers to resolve faults.
• Lead the IT build for new client launches: network segmentation, access, workstations, client VPNs and testing to go-live.
• Administer Windows Server, Active Directory, Group Policy, DHCP/DNS, Microsoft 365 / Entra ID and endpoint management.
• Support global platforms and security tools (for example web security gateways, MFA and endpoint protection) with regional teams.
• Set up and improve monitoring and alerting so issues are found before users report them.
• Maintain runbooks, network diagrams and configuration backups.
• Handle escalations from the IT support team and coach support specialists.
• Support audits and client security reviews (PCI DSS, ISO 27001, Kenya Data Protection Act).

Requirements

• Degree in IT, Computer Science, Engineering or a related field.
• 5 or more years in network and systems roles, at least 2 in a multi-site BPO, contact centre or enterprise environment.
• Hands-on experience with Cisco, Fortinet, Aruba or similar: VLANs, routing, ACLs, IPsec VPN and QoS for voice.
• Strong Windows Server, Active Directory, Group Policy and Microsoft 365 / Entra ID skills.
• Understanding of VoIP and SIP, and how network quality affects call quality.
• Scripting skills for automation (PowerShell, Python or Bash).
• CCNA required; CCNP, Fortinet NSE, Microsoft Azure / 365 or ITIL certifications are an advantage.
• Available for on-call duty and planned night work.

Who we're looking for

• Proactive: you find and fix weak points before they cause outages.
• Hands-on: you build, test and troubleshoot yourself, and see an incident through to its root cause.
• Disciplined: you plan changes, test them and roll back cleanly when needed.
• A team player: you document what you build and share knowledge freely.