Job Summary

The duties and responsibilities shall include but are not limited to: Reporting to Information Technology Manager, the incumbent will be responsible for providing day-to-day technical support on all ICT related issues including but not limited to networks, hardware and software maintenance, system upgrades, troubleshooting, configuration and user training among others. Specific duties and responsibilities include;

• Administering, configuring and troubleshooting private or cloud-based servers;
• Act as the ICT point person in Kakamega UBJ Office while supporting the Kisumu Team on need basis as guided by the immediate supervisor;
• Carry out configurations, set ups and management of workstations, laptops and peripheral equipment;
• Take part in configuration and administration of the Project Enterprise Resource Planning (ERP) in close consultation with your supervisor;
• Provide software/hardware and system troubleshooting support while servicing and maintaining project equipment as required;
• Manage the installation and upgrade processes of computer hardware and software as per organizational guidelines and industry best practice;
• Ensure the availability of the local IP PBX and troubleshoot any challenges identified and reported promptly to your line manager.
• Create mailboxes for new staff members;
• Offer support by troubleshooting mail access errors and assist in resetting passwords when necessary;
• Proactively monitor the organization’s networks by ensuring downtimes are identified and resolved within the shortest span without interruption of business processes;
• Troubleshoot network issues resolve and/ or escalate to your immediate supervisor;
• Offer support for cabling, management of wireless and other network infrastructure as needed;
• Assist in handover and documentation of ICT related components for any staff exist as may guided by supervisor;
• Champion ICT solutions while addressing the day to day challenges experienced by the team. In so doing, you will also update the team on emerging trends while carrying out staff sensitization on different ICT areas.
• Respond to ERP challenges and cascade promptly if need be, for further action.
• Assist with photography and branding on need basis
• Work with the Admin Team to ensure virtual meeting setups and done efficiently;
• Communicate promptly any technological gaps to staff e.g. internet outage or email problems;
• Liaise with the relevant departments to ensure identified hardware faults are fully resolved/repaired in a timely;
• Liaise with the ICT Manager on documentation of ICT gaps reported and ERP service ticketing.
• Ensure timely and cost-effective replacement of network, software and peripheral equipment;
• Maintaining inventory of IT equipment/asset register;
• Provide basic user training and dissemination of technological information and updates to staff;
• Ensure all devices have a valid software license and keep an inventory of the license keys;
• Enforce the adaptation of organizational ICT policies and escalate as necessary when challenges arise;
• Support the Communications and Branding Team with related tasks that need ICT intervention.
• To carry out any additional duties that may be assigned by your immediate supervisor.

MINIMUM REQUIRED QUALIFICATIONS AND EXPERIENCE:

•  Bachelor’s Degree in Computer Science, Information Technology or related field from a recognized institution;
• At least two years’ post-graduation relevant experience in ICT in a busy organization and demonstrated knowledge in donor funded projects.
• At least one years’ experience in configuration and administration of Microsoft 365 environment is required.
• Evidence of Post graduate qualification is an added advantage.
• Registration with a relevant professional body and in good standing is mandatory;
• Knowledge on Entry level Professional certification such us CompTIA A+, Network+, Microsoft Systems Administration, Linux Systems Administration or Cisco Certified Network Associate (CCNA) is required.
• Knowledge of Cloud Technologies such as Ms Azure, or Google Cloud, as the role involves administering and configuring cloud-based servers.
• hands-on experience in IT support – This includes day-to-day management of ICT infrastructure (networks, hardware, software, troubleshooting) and user support.
• User Training Experience – Experience in delivering basic ICT user training and staff sensitization is required.

Knowledge, Skills, and Abilities:

• Strong analytical, problem solving as well as excellent presentation and facilitation skills.
• Intermediate information technology skills especially on web platforms.
• Self-driven and able to deliver results with minimum supervision.
• Demonstrated capacity in working within a diverse workforce.
• Ability to work in a multi-disciplinary and multi-cultural environment and with partners at all levels.