We are looking to fill the position of the ICT – Support Associate. The role reports to IT Manager and based in Nairobi. The role provides support to end users for hardware, software and business applications.

Main Responsibilities of the Job;

• Business Applications Support
  • Provide Level 1 technical support and assistance to end-users who interact with the ERP systems SAP, Navision, Syspro, Synertrade, TALO, SAGE, Fleetwave, Pamoja Apps, Acacia System), addressing their questions, issues, and training needs.
  • Carry out periodic meetings with the business users to ensure customer satisfaction.
• User Support
  • Provide timely and effective technical support to end-users, addressing hardware, software, and network-related issues through various channels, such as phone, email, or in-person.
  • Provide remote assistance to off-site users, troubleshooting issues and guiding them through solutions.
  • Diagnose and resolve technical problems, guiding users through step-by-step solutions and escalating issues when necessary.
  • Use problem-solving skills to identify recurring issues and implement preventive measures.
• Service Desk Management
  • Logging and tracking support requests and incidents using a ticketing system.
  • Follow-up and closure of tickets within SLA (Service Level Agreement)
• Hardware and Software Support
  • Ensure availability computers (desktops and laptops), printing services, audio visuals and terminal endpoints such as cash deposit machines, ETR machines, Queuing Systems
  • Assist with the setup, maintenance, and troubleshooting of computer systems, peripherals, and mobile devices.
  • Install, configure, and troubleshoot software applications and operating systems.
  • Assist in configuring and troubleshooting network connectivity issues, including Wi-Fi, Ethernet, and VPN.
• Vendor Management
  • Collaborate with vendors and service providers to address issues, obtain support, and negotiate contracts or service level agreements.
  • Manage outsourced resources by ensuring that work is delivered as per contract SLA.
• Training and User Education
  • Conduct training sessions and create user guides to help end-users effectively navigate and utilize the ERP system.
• Project Management
  • Lead or contribute to ICT projects
• Reporting
  • Avail reports within your domain as required by the Business

Knowledge, Skills & Experience

Minimum level of academic and professional qualification required to perform effectively in the role ;

• Bachelor’s degree in Computer Science/IT or any related field
• 1-year relevant working experience
• Knowledge of Windows and network operations
• Windows 7/8/10/11 clients support
• ERP Administration