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.


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.


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


Willingness to learn and adapt to new technologies and procedures.

Keeping up to date with industry trends and best practices


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.


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

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