IT support jobs in Kenya: skills, certifications and career path

Every organisation with computers needs IT support. Schools, hospitals, county governments, SACCOs, hotels, law firms and NGOs all hire ICT officers and helpdesk technicians, which makes it one of the most common ways into a tech career in Kenya. This guide explains what the job involves and how to get it.

What does an IT support technician do?

Set up and fix computers, printers and phones, manage user accounts and email, keep the network and Wi-Fi running, install software and updates, back up data, and help staff when something breaks. In a small organisation, the ICT officer is often the whole IT department.

Which skills do employers ask for?

• Windows and, increasingly, Linux and macOS.
• Hardware troubleshooting and repair.
• Networking basics: IP addresses, routers, switches, Wi-Fi and cabling.
• Microsoft 365 or Google Workspace administration.
• Backups, antivirus and basic security.
• Patience and clear communication with people who are not technical.

Which certifications help?

A diploma or degree in IT or computer science is the usual requirement. Industry certifications strengthen your CV: CompTIA A+ for support, CompTIA Network+ or Cisco CCNA for networking, Microsoft certifications for Microsoft 365 and Azure, and ITIL for IT service management. Choose the one that matches the jobs you are applying for rather than collecting many.

How do you get your first IT support job?

• Use your industrial attachment or internship well and ask for a reference at the end.
• Offer support to a school, church, SACCO or small business, and record what you set up and fixed.
• Build a small home lab: an old computer running Linux, a router you configure, a backup you test.
• Write your CV around problems solved. Our guide to writing a tech CV shows how.

Where does the career lead?

From IT support, people usually move into systems administration, networking, cybersecurity, cloud, or IT management. Pick the direction you enjoy most and build skills towards it while you work. Read our guides to network engineering careers and cybersecurity careers.

What do IT support interviews ask?

Expect troubleshooting scenarios: "a user cannot print", "the internet is down for one department", "a laptop is very slow". Explain how you would narrow the problem down step by step, and how you would keep the user informed. Employers want a calm, logical approach more than a memorised answer.

What should an IT support CV show?

The number of users and devices you supported, the systems you ran, and problems you solved with results: "supported 150 staff across two offices", "cut printer downtime by setting up a maintenance schedule", "moved staff email to Microsoft 365". List your certifications next to your name.

Browse IT support jobs in Kenya, updated every day.