Branch Infrastructure & Technology (BIT) Officer

1-2 years of experience in a similar role providing IT support.
Experience with Windows operating systems,Google Workspace, Microsoft Office Suite, and network troubleshooting.

Strong understanding of computer hardware, software, and networks.
Good communication and customer service skills.
Ability to diagnose and resolve basic technical issues.
Familiarity with remote desktop applications and helpdesk software (e.g., Spiceworks, Jira, etc.).
Ability to work both independently and as part of a team.
Electrical knowledge - Power backup solutions

Respond to IT-related issues and queries via email, phone, or in person.
Log and track all incidents and service requests, ensuring timely and effective resolution.
Provide technical assistance and support for incoming queries related to computer systems, software, and hardware.
Troubleshoot system and network problems, diagnosing and resolving hardware or software faults.

Assist in the setup, configuration, and maintenance of desktop computers, laptops, printers, and peripherals.
Install, configure, and update software and hardware according to company policies.
Ensure all equipment is properly maintained and provide support for hardware repairs and upgrades.
Source hardware and ensure ongoing maintenance for reliability and performance
Engage suppliers to negotiate better pricing and improve service delivery
Manage procurement and acquisition of hardware in line with company standards

Provide basic network and server support, escalating more complex issues to the appropriate team members.
Monitor and maintain the company’s computer systems and networks, ensuring availability and performance.
Assist with user account management, including password resets and access permissions.
Manage head office & branches connectivity including networking, fibre, and backup connectivity solutions
Implement and maintain backup connectivity to ensure business continuity
Train branch staff on proper use of backup connectivity systems
Build and maintain relationships with network providers (e.g., Safaricom, Airtel) to improve reliability and support

Document issues, resolutions, and help desk processes to improve team knowledge and efficiency.
Maintain inventory of IT assets, ensuring proper logging and tracking of equipment.
Assist in the development of user guides and training materials for staff.

Provide orientation and guidance to staff on how to operate new software and computer equipment.
Assist with the onboarding of new employees by setting up their workstations and configuring necessary software.

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