Position Objective:

To provide first-line IT support in alignment with ITIL best practices, ensuring timely resolution of incidents, service requests, access issues, and system events. The IT Operations Engineer – Associate (L1) aims to maintain operational stability, service availability, and business continuity for Calltronix Kenya Limited while delivering high-quality customer service and adhering to governance and information security standards

Specialized Duties:

Incident Management

• Log, categories, priorities, and manage incidents in the approved IT Service Management (ITSM) tool.
• Perform first-level diagnosis and troubleshooting using SOPs, knowledge base articles, and documented work instructions.
• Restore normal service operation as quickly as possible to minimize business impact.
• Escalate unresolved, complex, or high-impact incidents to Level 2 according to defined escalation procedures.
• Maintain clear, accurate, and complete incident records for audit and reporting purposes.
• Provide timely status updates to stakeholders until resolution and formal closure.

Service Request Management

• Process and fulfil standard service requests, including user account provisioning, password resets, software installations, and access changes.
• Validate approvals and authorizations before executing requests.
• Ensure service requests are completed within agreed SLA targets.
• Maintain documentation to support compliance and internal audit requirements.

Access Management & Identity Control

• Verify user identity before granting, modifying, or revoking access.
• Apply role-based access control (RBAC) principles in line with company policies.
• Ensure strict adherence to least-privilege access standards.
• Escalate non-compliant or suspicious access requests according to security protocols.

Event Monitoring & Operational Support

• Monitor system alerts, dashboards, and notifications.
• Perform routine system health checks for telephony, CRM platforms, endpoints, and network connectivity.
• Proactively escalate identified risks or potential service disruptions.
• Support operational readiness across shifts to maintain service continuity.

Documentation & Knowledge Management

• Maintain high-quality, detailed ticket documentation in the ITSM system.
• Contribute to the development and continuous improvement of the knowledge base.
• Identify recurring issues and support trend analysis by reporting patterns to Level 2.
• Ensure documentation aligns with internal governance and audit standards.

Customer Experience & Communication

• Deliver professional, solution-oriented support aligned with service excellence standards.
• Communicate clearly with technical and non-technical stakeholders.
• Manage user expectations regarding resolution timelines and service limitations.
• Confirm user satisfaction before ticket closure.

Compliance, Governance & Information Security

• Adhere strictly to Calltronix IT governance, data protection, and information security policies.
• Maintain confidentiality, integrity, and availability of information assets.
• Ensure full compliance with access verification and change control procedures.
• Immediately report suspected security incidents, breaches, or policy violations following incident response procedures.

Recruitment Criteria:

Required Education:

• Diploma or Bachelor’s Degree in Information Technology, Computer Science, Information Systems, or a related discipline.

Required Experience:

• 1–2 years’ experience in an IT service desk or technical support role.
• Experience in a 24/7 operational or enterprise support environment is advantageous.

Required Skills:

• Proficient in troubleshooting Windows OS, end-user devices, and basic networking (TCP/IP, LAN, Wi-Fi, DNS, DHCP).
• Familiarity with telephony, CRM platforms, ITSM/ticketing tools, and remote support.
• Understanding of access control, cybersecurity fundamentals, and ITIL® processes.
• Relevant vendor certifications (Microsoft, networking, telephony) are advantageous.
• Strong customer service mindset and clear communication skills.
• Analytical problem-solving with structured troubleshooting.
• Ability to work under pressure while maintaining integrity, confidentiality, and accountability.
• Collaborative team player across functional units.