About Shield Group

Shield Group was founded in 2009 as a small security firm operating out of a single office along Mombasa Road. Over the past fifteen years the company has grown into one of East Africa's most recognised integrated security providers, covering manned guarding, CCTV surveillance, access control systems, and risk consulting for corporate clients. Shield Group currently employs over 2,800 staff across twelve branches in Kenya and two in Uganda. The company works with banks, manufacturing plants, logistics hubs, and government agencies that require round-the-clock security coverage. Shield Group is certified to ISO 18788 and holds a Class A security licence from the Private Security Regulatory Authority.

What you will do:

You will be part of the help desk team supporting internal staff with IT-related issues including hardware troubleshooting, software installation, network connectivity, and password resets. The role involves logging tickets in the ITSM system, diagnosing problems, and either resolving them at first level or escalating to the appropriate IT team. You will also assist with onboarding new employees by setting up their workstations, email accounts, and access to company systems. The position requires a solid understanding of Windows and Mac operating systems, Microsoft Office 365, and basic networking concepts. You will maintain an FAQ knowledge base and contribute to user guides and training materials. The help desk operates on a shift system, so flexibility to work early mornings, evenings, and occasional weekends is required.

Requirements:

Bachelor's degree or equivalent professional qualification in a related field
Minimum 3 years of proven experience in a similar position
Strong analytical, problem-solving, and decision-making abilities
Excellent organisational and time-management skills
Proficiency in relevant industry software and tools
Strong interpersonal skills with the ability to work across teams
Knowledge of industry standards, regulations, and best practices

Applications should include an updated CV, copies of relevant certificates, and contact details of three professional referees. Shield Group offers a competitive remuneration package, medical cover, and opportunities for professional development. Only shortlisted candidates will be contacted.