ICT Support Associate

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;

  1. 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.
  2. 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.
  3. 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)
  4. 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.
  5. 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.
  6. Training and User Education
    • Conduct training sessions and create user guides to help end-users effectively navigate and utilize the ERP system.
  7. Project Management
    • Lead or contribute to ICT projects
  8. 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 ;

  1. Bachelor’s degree in Computer Science/IT or any related field
  2. 1-year relevant working experience
  3. Knowledge of Windows and network operations
  4. Windows 7/8/10/11 clients support
  5. ERP Administration

 

If you meet the above requirements, kindly apply by completing the form below. Applications close on Monday 17th February 2025.


    Your Full Name

    Date of birth

    Your email address

    Your phone number

    Degree obtained

    Name of university or institution and year of Graduation

    Indicate the relevant years of work experience you hold including the Organisation

    For the relevant years of work experience above, describe the work experience above including the Company Name and period worked

    Current salary

    Expected salary

    Notice Period

    Give Details of Three Professional Referees

    Referee 1

    Referee 2

    Referee 3

    Attach your CV/Resume (pdf)

    consent to the Privacy Policy

    Date: 17th February 2025

    Time: 5:00 pm