Junior IT Support Officer Job in Kenya

The successful candidate will be responsible for providing technical assistance, troubleshooting, and ensuring a high level of customer service. The role requires proficiency in various technical aspects, excellent communication skills, and a commitment to maintaining security standards.

Key Responsibilities

Technical Proficiency:

Basic knowledge of operating systems (Windows, Linux)

Understanding of computer hardware and peripherals

Familiarity with network concepts and troubleshooting

Knowledge of common software applications and productivity tools

Troubleshooting Skills:


Ability to diagnose and resolve hardware and software issues.

Analytical and problem-solving skills

Familiarity with remote desktop support tools

Customer Service:

Strong customer service and communication skills

Patience and the ability to explain technical concepts to non-technical users.

Active listening skills to understand user issues.

Communication:

Clear and concise written and verbal communication

Ability to create user documentation and guides.

Effective communication with team members and other IT professionals

Time Management:

Prioritization of tasks to meet service-level agreements (SLAs)

Efficient multitasking to handle multiple support requests.

Ticketing Systems:

Experience with IT service management tools and ticketing systems

Ability to log, track, and manage support tickets.

Documentation:

Documenting troubleshooting steps and issue resolutions

Maintaining an organized knowledge base for common issues and solutions

Customer Training:

Providing basic training to users on IT systems and applications

Assisting with and improving onboarding processes for new employees

Security Awareness:

Basic understanding of IT security principles

Adherence to security policies and procedures

Team Collaboration:

Collaborating with 2nd and 3rd line support teams when necessary

Participating in team meetings and contributing to a positive team culture

Adaptability:

Willingness to learn and adapt to new technologies and procedures.

Keeping up to date with industry trends and best practices

Professionalism:

Maintaining a professional and courteous demeanor

Understanding and adhering to organizational policies and protocols

Reporting Structure

Reports to Head of IT & Or Senior IT Officer as needed.

Hours

Standard Required 40 hours per week or as required by the IT Manager

Educational Requirements

Relevant IT Certifications: Certifications such as CompTIA A+, Network+, or Microsoft Certified: Windows 10 are beneficial.

Ongoing Professional Development: Given the dynamic nature of the IT field, a commitment to continuous learning through workshops, seminars, and staying abreast of industry trends is highly valued.

How To Apply

Click here to apply