IT Operations Engineer – Specialist (L1) at Calltronix Contact & Training Centre

IT Operations Engineer – Specialist (L1) at Calltronix Contact & Training Centre – Calltronix Contact & Training Centre Kenya Job Details

About the Role

Calltronix Contact & Training Centre is recruiting an IT Operations Engineer – Specialist (L1) for its Nairobi office. This is a full-time position focused on delivering first-line technical support aligned with ITIL best practices. The role sits at the front line of IT service delivery, ensuring incidents and service requests are resolved quickly, accurately, and in compliance with security and governance standards.

As an IT Operations Engineer – Specialist (L1), you will be responsible for maintaining operational stability across Calltronix’s contact centre infrastructure. You’ll diagnose and resolve common IT issues, manage user access requests, monitor system health, and escalate complex problems to specialist teams. This is a structured, process-driven role within call center operations in Kenya, requiring both technical troubleshooting skills and a strong commitment to service quality.

Key Responsibilities

• Log, categorise, prioritise, and manage incidents using the IT Service Management tool, ensuring clear and complete record-keeping for audit purposes
• Perform initial diagnosis and troubleshooting of technical issues using standard operating procedures, knowledge base articles, and documented work instructions
• Restore normal service operations as quickly as possible to minimise business disruption, and escalate unresolved or high-impact incidents to Level 2 teams according to defined procedures
• Process and complete standard service requests including user account setup, password resets, software installations, and access modifications within agreed service level agreements
• Verify user identity and apply role-based access control principles before granting, modifying, or withdrawing system access rights
• Monitor system alerts, dashboards, and notifications; perform routine health checks on telephony, CRM platforms, endpoints, and network connectivity
• Contribute to knowledge base development by documenting solutions, identifying recurring issues, and supporting trend analysis for operational improvement
• Deliver professional, solution-oriented support to technical and non-technical users, managing expectations and confirming satisfaction before closing tickets

Requirements & Qualifications

• Diploma or Bachelor’s Degree in Information Technology, Computer Science, Information Systems, or a related field
• 1–2 years of hands-on experience in an IT service desk, technical support, or call center support role
• Proficiency in troubleshooting Windows operating systems, end-user devices, and basic networking concepts including TCP/IP, LAN, Wi-Fi, DNS, and DHCP
• Practical familiarity with telephony systems, CRM platforms, ITSM ticketing tools, and remote support software
• Working knowledge of access control, cybersecurity fundamentals, and ITIL processes
• Strong customer service mindset with clear communication skills across all user levels
• Analytical problem-solving approach with structured troubleshooting methodology
• Vendor certifications in Microsoft, networking, or telephony are an advantage; experience in 24/7 operational environments is beneficial

What to Expect

• A structured, process-driven environment where adherence to ITIL standards and IT governance is expected and monitored
• Shift-based operational support across the contact centre, with responsibility for maintaining service continuity and proactively escalating risks or potential disruptions
• This IT Operations Engineer – Specialist (L1) at Calltronix Contact & Training Centre position in Nairobi is open to qualified candidates. Click Apply below to submit your application.