Educational and Experience Required

• Bachelor's degree in computer science, Information Technology, BBIT, Electrical and Electronic Engineer or other related specialized training, or equivalent work experience.
  
• Technical certification in one or more IT disciplines or technology (Microsoft, ITIL v4, GVF etc)
  
• At least 1 years’ work experience in operation of enterprise IT networks
  
• Minimum 3 years’ experience in a similar role with advanced network, cloud and/or systems related vendor certifications.
  
• Extensive experience with Windows 11, MAC OSX desktop platforms and Android and IOS mobile platforms.
  
• Proficient in MS Office (Word, Excel, PowerPoint) and other business tools such as Zoom and Microsoft Teams
  
• Proficient with SharePoint Online, MS Teams, MS Stream, Power Platform
  
• Exceptional analytic and troubleshooting skills for solving problems
  
• Good customer service skills and experience
  
• Ability to relate technical issue to a largely non-technical audience
  
• Effective in written and verbal communication in English
  
• Strong ability to work as part of a team and coordinate with all staff
  
• Good problem solving and analytical skills
  
• Able to work under tight deadline and cope with pressure
  
• Knowledge of configuring and administering Microsoft SharePoint using Central Administration and PowerShell.
  

Digital Workplace Support

• Provide support to develop, implement, operate and maintain End User Digital Technologies.
  
• Facilitates and provides input to the design/development process.
  
• Translate stakeholder business objectives and drivers to identify digital workspace opportunities and establish appropriate solutions
  
• Support development of customer satisfaction levels and ensure they are achieved through established metrics against SLAs.
  
• Establish definition and implementation of virtual, physical and mobile digital workspace solutions. Develop and establish the digital workplace environment
  
• Make recommendations in the adoption, and innovative use of digital IT workspace technologies to improve business and teaching/learning processes, communication and collaboration
  

Service Desk

• First point of contact and day-to-day technical support to end users – in Nairobi. Triage, resolve or escalate reported incidents and problems.
  
• Generates activity and status reports.
  
• Provides the user access service.
  
• Research on trouble issues which affect multiple clients.
  
• Reviews checklists and scripts.
  
• Works with vendor technical support personnel on solutions for clients.
  
• Provides responsive support for problems found during normal working hours as well as outside normal working hours.
  

Client Technology & Technical Support

• Participates in deployment of new or upgrade information technology and infrastructure projects, including assisting co-workers and vendor partners in Nairobi.
  
• Installs and performs minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.
  
• Coordinate and maintain regular communication with warranty and service providers to ensure timely servicing and maintenance of office equipment, including printers and other IT assets
  
• Provides on-going support of client technology.
  
• Ensures that all technical resources are available for meetings that include video conferencing.
  
• Diagnoses and resolves client workstation and mobile device hardware and software issues.
  
• Provide technical support on enterprise IT services and personal productivity tools (Finance, HRIS, SCM solutions, O365 messaging & collaboration, Zoom, OneDrive etc).
  

Customer Experience Management

• Develop customer experience journey mapping
  
• Develop, review, measure and report customer experience metrics (Net Promoter Score)
  
• Support the process of closing customer feedback loop for Continuous Service Improvement
  
• Lead the continuous improvement of digital IT workspace service improvements and offerings to end users via proactive measurement, evaluation and ideation.
  
• Conduct regular customer experience and satisfaction surveys
  

Training, Learning & Development

• Works with the DWS to coordinate the process of conducting training needs assessment
  
• Provides documentation, training, and guidance for IT clients
  
• Establish training content (webinar/documents/video) and facilitates online and onsite training for all deployed client solutions.
  

Vendor Management

• Supervise on site preventative maintenance of infrastructure in Nairobi
  
• Coordinate technician’s travels to the field for any equipment maintenance in the field offices for Nairobi based vendors
  
• Monitors services provided by vendors to ensure service levels meet requirements.
  
• Evaluates vendor solutions to ensure compliance with requirements and cost-effectiveness at the digital workplace.
  
• Engages the hardware vendors on issues to remedy issues or escalates for support including warranty support.
  
• May resolve invoice discrepancies.
  
• Coordinate with Supply chain and DWA’s in field on dispatch of ICT assets going to the different regions in the field
  
• Work with the vendor to resolve the infrastructure challenges