Andersen in Kenya is a member of Andersen Global, an international association of member firms with more than 3,500 professionals worldwide, nearly 500 global partners and a presence in over 111 locations through its member firms and collaborating firms. The professionals of Andersen Global all over offices in the world share a common background and a vision. We value open communication, information sharing and inclusive decision making.

Responsibilities

Hardware Maintenance:

• Install, configure, and upgrade desktops, laptops, printers, and other hardware devices.
• Diagnose hardware problems and coordinate repairs or replacements as necessary.
• Maintain an inventory of IT equipment and track hardware assets.
• Coordinate with hardware vendors or suppliers, ensuring cost optimization along with efficiency of the hardware.

Software Support:

• Ensure all software are updated and licensed.
• Install, configure, and update software applications used within the company.
• Provide training and assistance to employees on software usage and best practices.
• Troubleshoot software issues and collaborate with vendors for advanced support.

Network Support:

• Assist with the setup and configuration of network devices such as routers, switches, and access points.
• Monitor network performance and troubleshoot connectivity issues.
• Implement security measures to protect against unauthorized access and data breaches.

Data Storage and DR:

• Ensure all data is stored in a secure manner with central access along with segregation of duties and rights.
• Establish protocols for timely data back-ups.
• Develop a DR solution.

Internal Support Desk:

• Respond to IT support requests from employees via email, phone, or in person.
• Troubleshoot and resolve hardware, software, and network issues in a timely manner.
• Assist with password resets, account setups, and access permissions.

Documentation and Reporting:

• Maintain accurate records of IT support activities, including incident logs and resolution notes.
• Generate reports on IT performance metrics, such as ticket volume, response times, and resolution rates.
• Document standard operating procedures and user guides for common IT tasks.

Basic Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field
• Technical Support Specialist
• 3-4 years of experience in a similar role, preferably in a corporate environment
• Strong knowledge of computer hardware, operating systems, and software applications
• Familiarity with networking concepts and protocols
• Ability to work independently and collaboratively in a team environment
• Strong communication and interpersonal skills
• Certification in relevant IT disciplines (e.g., CompTIA, Microsoft, Cisco) is a plus