Job Description: IT Support Specialist - Kenya

Country: Kenya

Business Unit: Express

Role Title: IT Support and Digital Customer Solutions Specialist
Job Grade: M
Reporting To: Head of IT

Job Family: IT User Support

Department: Information Technology

About the Role

The Digital Customer Solutions & IT Support Specialist will provide reliable technical support across hardware, software, networks, workplace systems, and digital customer platforms. This role supports internal users and external customers by driving system reliability, digital adoption, data quality, secure technology use, and excellent service delivery.

Key Responsibilities

1. Troubleshoot and resolve hardware, software, network, application, user access, and digital platform issues while minimizing business disruption.
2. Install, configure, maintain, and support desktops, peripherals, applications, meeting-room technology, user accounts, and workplace IT equipment.
3. Log, prioritize, document, and escalate incidents and service requests in line with agreed service standards and support processes.
4. Support users and customers in adopting IT systems, digital tools, and Digital Customer Solutions through practical guidance and training.
5. Manage IT assets and inventories, including device deployment, lifecycle tracking, SIM cards, mobile devices, replacements, and audit-ready records.
6. Provide technical input for the evaluation, standardization, replacement, and procurement of end-user technology and customer-facing digital solutions.
7. Prepare meaningful IT and DCS reports covering incidents, SLA performance, support volumes, recurring issues, adoption trends, feedback, and improvement actions.
8. Support customer setup, shipping, deployment, onboarding, toolset management, and ongoing support for Digital Customer Solutions.
9. Collaborate with departments, customers, vendors, country and regional IT teams, and data quality forums to drive secure, compliant technology use and continuous improvement.

What You Bring

• 2–3 years of relevant experience in IT support, user support, technical service delivery, or digital customer solutions.
• Good working knowledge of IT troubleshooting, computer hardware, Microsoft 365, networking, ITSM, cybersecurity, SharePoint, Power Automate, Power Apps, basic data analysis, automation, system integrations, and IT asset management.
• Strong communication skills with the ability to explain technical matters clearly to non-technical users and customers.
• A customer-focused, collaborative, and compliant approach to supporting technology in a fast-paced business environment.

What DHL Offers

• Career support and growth opportunities within an international environment.
• Training and development aligned with Global DHL Standards, including online and offline learning.
• A coaching and feedback culture that supports short-term and long-term development goals.
• A values-led workplace built on DHL’s culture of “Respect and Results,” with employee engagement, health and well-being activities.

DHL is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment where everyone feels valued, respected, and empowered to thrive. All qualified applicants will receive consideration without regard to race, ethnicity, gender, gender identity, sexual orientation, age, disability, religion, or any other characteristic protected by law.

Fraud is on the rise! Be aware of outside firms impersonating the DHL via phishing email, unofficial social media channels or 3rd party websites. We never charge fees or ask for money or banking information to apply for positions, nor do we ask sensitive personal information such as passport numbers or social security information as part of our interview process. If you suspect any fraudulent activities, please reach out to us at ke.claimscomplaints@dhl.com

***Please do NOT send your CVs/Resumes to the email above, it will not be reviewed**