IT Support Technician L1 (On‑site) – Kigali

About the role

We are looking for an experienced IT Support Technician (Level 1) to provide on‑site deskside assistance for our Kigali office. You will be the first point of contact for hardware, software and connectivity issues, ensuring smooth daily operations for end‑users.

Key responsibilities

• Deliver end‑to‑end technical support for desktop and laptop devices, troubleshooting hardware, software and network problems.
• Perform IMAC (Install, Move, Add, Change) activities and break/fix tasks.
• Manage the full lifecycle of desktop assets, including configuration, patching, OS imaging and vendor hardware replacements.
• Utilise SCCM, Intune and ServiceNow for asset tracking, ticket resolution and remote assistance.
• Install, update and patch approved software in line with IT policies.
• Provide remote and deskside support for Microsoft Office, Outlook, VPN clients and other EUC tools.
• Enforce security protocols, antivirus monitoring and desktop policy compliance.
• Offer VIP support and act as primary onsite contact during critical escalations.
• Support printers, scanners and peripheral devices, handling routine maintenance.
• Assist with Active Directory tasks, basic user account management and smart‑hands support.
• Document incident resolutions, hardware inventory and technical guides.
• Follow ITIL practices for incident, problem and service‑request management.

Required profile

• Minimum 3 years of hands‑on IT support experience (L1/L2).
• Strong knowledge of Windows operating systems and basic macOS handling.
• Familiarity with mobile device support and security patching.
• Ability to work on‑site in Kigali, Rwanda.

Required skills

• SCCM
• Microsoft Intune
• ServiceNow
• Active Directory
• Windows OS administration
• Microsoft Office & Outlook
• VPN client configuration
• Hardware troubleshooting and imaging
• ITIL incident/problem management