Provide first-line and second-line support for Microsoft 365 services, including Microsoft Teams, Outlook, SharePoint Online, OneDrive and related applications.
Diagnose and resolve digital workplace incidents and service requests, escalating complex issues where appropriate.
Support onboarding of new users through configuration of Microsoft 365 services, user accounts, endpoint devices and collaboration technologies.
Advise users on Microsoft 365 best practices, digital collaboration and secure use of workplace technologies.
Maintain knowledge articles, user guides and support documentation.
Record, track and resolve incidents and service requests using the Institute's approved IT Service Management (ITSM) platform while meeting agreed service levels.

Endpoint & Device Management

Configure, deploy, maintain and support laptops, desktops, mobile devices and related workplace technologies.
Support endpoint lifecycle management, including provisioning, software deployment, compliance monitoring, asset recovery and implementation of approved endpoint management policies.
Support endpoint security through operating system updates, software deployment and implementation of approved security controls.
Maintain accurate ICT asset records and coordinate preventive maintenance of end-user devices.

Microsoft 365 Productivity & User Adoption

Promote effective use of Microsoft 365 collaboration and productivity tools.
Conduct user orientation sessions, digital workplace awareness activities and productivity demonstrations.
Support adoption of Microsoft 365 enhancements and approved AI-enabled workplace services, including Microsoft Copilot.
Gather user feedback, identify recurring issues and recommend improvements that enhance the digital workplace experience.

Collaboration Technologies & Service Delivery

Support Microsoft Teams Rooms, Microsoft Teams meetings and other collaboration technologies used for hybrid working.
Provide technical support for meetings, workshops and institutional events.
Collaborate with the AI Platform Officer during rollout and operational support of new Microsoft 365 capabilities.
Work closely with Customer Services, Infrastructure and Enterprise Systems teams to ensure effective delivery of digital workplace services.
Perform any other related duties as may be required.

Requirements

Academic & Professional Qualifications

Bachelor's degree in Computer Science, Information Technology, Information Systems or a related field.
Professional certification in Microsoft 365, Microsoft Endpoint Administration, or other relevant ICT technologies is an added advantage.
At least two (2) years' relevant experience in ICT customer support, digital workplace services or end-user computing.

Experience

Experience supporting Microsoft 365 services including Teams, SharePoint Online, OneDrive and Outlook.
Experience configuring and supporting Windows endpoint devices.
Experience using Microsoft Intune, Microsoft Configuration Manager or equivalent endpoint management solutions.
Experience supporting users within an enterprise or multi-site ICT environment is an added advantage.

Knowledge & Competencies

Good knowledge of Microsoft 365 collaboration and productivity tools.
Good understanding of endpoint management, device lifecycle management and software deployment processes.
Understanding of Microsoft Entra ID, authentication and identity management concepts.
Knowledge of endpoint security, patch management and device compliance principles.
Ability to prepare technical documentation and deliver end-user training.
Strong troubleshooting and problem-solving abilities.
Strong customer service and end-user support skills.
Good communication and interpersonal skills.
Ability to work collaboratively within multidisciplinary ICT teams.
Commitment to continuous learning, knowledge sharing and continual service improvement.

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Mid-level Information technology, software development, data jobs in Nairobi, Kenya