Officer- Service Support
The jobholder is
responsible for carrying out 2nd Line service support activities mainly
supporting hardware, software and computer systems.
Key Responsibilities:
- Attend
to service requests and incidents assigned to them within defined SLA.
- Troubleshooting
system and network problems diagnosing and solving both hardware and
software faults.
- Configuring,
deploying, troubleshooting, repairing, and maintaining end user equipment
and accessories.
- Setup
and supports audio /visual equipment for presentations and other meetings
- Setup
and support of virtual meeting solutions, Webex, Zoom, Teams etc.
- Establishes
good working relationship with customers by keeping them updated on the
progress made concerning their requests and in case of any escalations.
- Installation
& configuration of computer hardware operating systems and
applications.
- Maintaining
and monitoring of computer networks and systems.
- Logging
the queries of end users in the incident management tool.
- Capturing
resolution details into the knowledge base system
- Testing
and evaluating new technology.
- Replace
computer parts as required
- Ensure
conformity to ISO (9001/2015 and 27001/2013) and data security
requirements.
Academic
Qualifications
Bachelor’s degree in
Computer Science, IT or a related field
The following
certifications will be an added advantage:
- CompTIA
A+, CompTIA N+
- IT
Governance i.e. ITIL
Relevant Work Experience/Technical Skills Required
- Minimum
1 year working experience in a busy IT environment
- Working
knowledge in supporting desktops software, hardware installations,
configuration and support skills
- Working
experience in installation, configuration ad trouble shooting windows
environment
- Working
knowledge of printer configuration setup and troubleshooting
- Hands
on experience in setting up and troubleshooting Local Area Networks
- Good
working knowledge of office productivity tools
Competencies
- Excellent
listening and questioning skills combined with the ability to interact
confidently with users to establish what the problem is and explain
solution.
- Ability
to be Team player
- Problem
solving skills
- Customer
focus
- Ability
to prioritize workload
How to Apply
Job Application Guidelines
Registration:
- Go
to https://erecruitment.kra.go.ke/login and then click on the ‘Register’
button to start the application process.
- After
registration, you will receive an email enabling you to confirm your email
address and complete your registration.
Log on:
- After
registration go to https://erecruitment.kra.go.ke/login
- Key
in your username and password then click on ‘Log in’ to access
your account.
- After
successful log in, the system will open the ‘Applicant Cockpit’.
Candidate Profile (To create or update applicant detail):
- On
the ‘Applicant
Cockpit’ page, go to the tab ‘Candidate Profile’.
- Click
on ‘My
Profile’ to create and update your profile.
- Follow
the instructions to complete your profile.
- The
process will end by clicking the tab “Overview and Release”.
- Ensure
you click the check box on the page to complete the profile.
Application process:
- To
view the open job postings, click on the tab ‘Employment Opportunities’ on
the ‘Applicant
Cockpit’ page.
- Under
the heading ‘Job Search’ click
the ‘Start’
button to view all available vacancies.
- Click
on the Job posting to display the details of the position.
- To
apply for the position, click ‘Apply’ button at
the top of the page.
- Follow
the instructions to complete and submit your application.
- Kindly
note that all mandatory fields must be completed.
- To
complete the process of application, click the ‘Send Application Now’
button after reviewing and accepting the ‘Data Privacy Statement’.
In case of any challenges,
please send your email query to isupporthr@kra.go.ke
Closing Date
2022-10-16 00:00:00
If you experience any
delay in receiving an email notification at the end of the e-recruitment
registration process, please refresh your email. In case of any challenge,
please send your query to isupporthr@kra.go.ke
Kenya Revenue Authority
does not charge any fee at any stage of the recruitment process (application,
shortlisting, interviewing, and/or offer)
