IT support and networking roadmap: helpdesk, technician and network jobs

Every organisation with computers needs someone to keep them running: setting up laptops, fixing printers, resetting passwords, connecting the office Wi-Fi, managing email accounts, backing up data and removing viruses. IT support is one of the fastest ways into a tech career in Kenya, and it's a strong base for networking, system administration, cloud and cybersecurity later.

You'll find these jobs in schools and universities, hospitals, SACCOs and banks, county offices, NGOs, hotels, cyber cafés, computer shops, ISPs (internet providers) and managed IT companies. There's also self-employment: repairs, installing networks and CCTV for small businesses, and maintenance contracts.

Who this suits

• You like solving practical problems and working with your hands.
• You're patient with people who are stressed because "the computer isn't working".
• You can explain technical things simply.

Stage 1: Computer and IT basics (3–4 weeks)

The whole Computer & IT basics subject, especially:

• Computer parts, operating systems, storage and data units
• Files and Windows, installing software, internet and email
• ICT health, safety and ethics

Stage 2: Hardware and maintenance (4–6 weeks)

The whole Computer hardware & maintenance subject:

• Hardware parts, upgrades: RAM and SSD
• Windows setup, troubleshooting
• Backup and data recovery, malware clean-up, printers and peripherals

Practise on old computers: ask family, friends or a school for broken machines. Taking apart and reassembling a desktop is the best lesson there is.

Checkpoint: you can replace a hard disk with an SSD, install Windows from a USB stick, install drivers and set up a printer, without help.

Stage 3: Office software and accounts (2–3 weeks)

Users will ask you for help with these every day:

• Word, Excel basics, PowerPoint
• Email, Google Drive and sharing, Calendar and Meet
• Admin skills to learn next: creating users in Microsoft 365 or Google Workspace admin consoles, shared mailboxes, resetting passwords, turning on 2FA for staff.

Stage 4: Networking (6–8 weeks)

Networking is where IT support pay and responsibility grow.

• What a network is, devices and cables (including crimping RJ45 cables)
• OSI and TCP/IP, IPv4 addresses, subnetting step by step
• DNS and DHCP, NAT and routing, switching and VLANs
• Wi-Fi: planning coverage, securing access points
• Network commands and troubleshooting
• Firewalls and VPNs
• Labs: Packet Tracer first lab (Cisco Packet Tracer is free with a Cisco Networking Academy account)

Checkpoint: in Packet Tracer, you can build an office network with two VLANs (staff and guests), DHCP, a router and Wi-Fi, and troubleshoot it with ping, ipconfig and tracert.

Stage 5: Security for support staff (2–3 weeks)

• Passwords and 2FA, phishing, backups and ransomware
• Small business security, incident response

Stage 6: Linux and servers (3–4 weeks)

Many routers, servers and cloud systems run Linux: why Linux, navigating files, permissions, processes and packages, SSH, project: web server. Plus web hosting and DNS records; clients will ask you about their domain and email.

Stage 7: Soft skills and ticketing

Support is a people job:

• Ticketing: log every request (who, what, when, what you did). Free tools like osTicket or a shared spreadsheet work for small offices.
• Documentation: write short how-to guides ("How to connect to the office printer") so the same question doesn't come back every week.
• Communication: no jargon, confirm the problem is fixed, follow up.
• Inventory: keep a list of every device, serial number, user and warranty date (an Excel table is enough to start).

Certifications

Not required to start, but they help you get past HR filters. Projects and practical skill still matter most in interviews, and many employers give a practical test.

Your portfolio

IT support portfolios are different from developer portfolios. Show:

1. A home lab write-up: Packet Tracer network diagram with VLANs and DHCP (screenshots and the .pkt file on GitHub).
2. Repair log: before and after photos of machines you upgraded or fixed (with owners' permission), what was wrong and what you did.
3. How-to guides you wrote (PDFs or a simple website).
4. A small business IT plan: a realistic plan for a 10-person office (devices, network, backups, email, security, budget).
5. A script: a PowerShell or bash script that automates something (e.g. a backup).

Getting work

• Attachment in an ICT department (schools, hospitals, county offices, companies) is the classic entry route for students.
• Entry titles: IT support technician, helpdesk officer, ICT assistant, field technician, junior network technician, NOC technician (ISPs).
• Self-employment: laptop repairs and upgrades, network installation for small offices, maintenance contracts with schools and businesses. Price per job, offer a monthly maintenance plan, and keep receipts and a client list.

Where it leads

IT support → network engineer (CCNA, then CCNP) · system administrator (Windows Server, Linux) · cloud (AWS, Azure) · cybersecurity (see the cybersecurity roadmap).

Summary

• IT basics → hardware → office and accounts → networking → security → Linux → soft skills.
• Practise on real machines and Packet Tracer; document everything you fix.
• CompTIA A+ and CCNA are the classic certificates; attachments are the classic entry route.

Check yourself

1. Which free Cisco tool lets you build practice networks on your computer? (two words)

   Show answer

   Packet Tracer

2. Which service automatically gives devices IP addresses on a network?

   Show answer

   DHCP

3. Which CompTIA certificate is the classic IT support certificate?

   Show answer

   A+

4. Which Windows command shows your IP address?

   Show answer

   ipconfig