What You Will Do

• Coordinate ICT Operations across KOKO offices in Kenya
• Provide technical support and assistance to internal users by responding promptly to IT support requests and resolving issues effectively
• Continuously evaluate and improve IT operations processes and procedures, identifying areas for optimization and implementing changes as necessary
• Collaborate with IT vendors and service providers, to ensure that services are delivered according to agreed-upon service level agreements (SLAs)
• Enter and maintain all ICT assets on the designated ICT asset management system
• Manage all movements of ICT assets in ICT storage areas, assignment to users as well as consistently in the Asset management system
• Ensure the security and integrity of IT systems by enforcing policies and procedures
• Monitor and troubleshoot hardware and network issues and ensure prompt resolution
• Collaborate with the Global IT team to standardize and improve infrastructure, Standards Operating processes and IT operations
• Provide technical support or training for systems and networks
• First point of contact and support between end users and higher level support
• Install and configure compliant software and hardware (printers, scanners etc)
• Keep up to date with best practices for user support, assets management and operations efficiency

What You Will Bring

• Have a BSc in a relevant field e.g. information technology or computer science
• Experience with ITIL, Agile, or other IT best practices is an advantage
• Experience in business productivity tools or specific expertise with Google Workspace is an advantage
• Certification (CompTIA Network+, CompTIA Security+ ) is an advantage
• Experience in network management and help desk support
• Solid knowledge of IT systems and applications
• Understanding of TCP/IP protocols and LAN/WAN configuration
• Strong communication and interpersonal skills
• Great attention to detail
• Excellent communication, organizational and coordination abilities
• Critical thinker and problem-solver