Your Role

You will be expected to maintain our information technology systems, hardware and networks, and perform both technical and administrative tasks to ensure optimal functionality of ICT systems and efficiency of the ICT service desk.

What You Will Do

• Coordinate ICT Operations across KOKO offices in Kenya.
• Provide technical support and assistance to internal users by responding promptly to IT support requests and resolving issues effectively
• Continuously evaluate and improve IT operations processes and procedures, identifying areas for optimization and implementing changes as necessary.
• Collaborate with IT vendors and service providers, to ensure that services are delivered according to agreed-upon service level agreements (SLAs)
• Enter and maintain all ICT assets on the designated ICT asset management system.
• Manage all movements of ICT assets in ICT storage areas, assignment to users as well as consistently in the Asset management system.
• Ensure the security and integrity of IT systems by enforcing policies and procedures.
• Monitor and troubleshoot hardware and network issues and ensure prompt resolution.
• Collaborate with the Global IT team to standardize and  improve infrastructure, Standards Operating processes and IT operations.
• Provide technical support or training for systems and networks
• First point of contact and support between end users and higher level support
• Install and configure compliant software and hardware (printers, scanners etc)
• Keep up to date with best practices for user support, assets management and operations efficiency

What You Will Bring

• Have a BSc in a relevant field e.g.  information technology or computer science
• Experience with ITIL, Agile, or other IT best practices is an advantage
• Experience in business productivity tools or specific expertise with Google Workspace is an advantage.
• Certification (CompTIA Network+, CompTIA Security+ ) is an advantage
• Experience in network management and help desk support
• Solid knowledge of IT systems and applications
• Understanding of TCP/IP protocols and LAN/WAN configuration
• Strong communication and interpersonal skills
• Great attention to detail
• Excellent communication, organizational and coordination abilities
• Critical thinker and problem-solver