Job Summary

The Supervisor – ICT Service Support is responsible for guiding resolving incidents as 2nd line Service Support in line with Service Level Agreement

Key Responsibilities:

• Attend to service requests and incidents assigned to the team within defined SLA.
• Troubleshooting system and network problems diagnosing and solving both hardware and software faults.
• Provide leadership in identifying, evaluating items subject obsolete asset for retirement
• Configuring, deploying, troubleshooting, repairing, and maintaining end user equipment and accessories.
• Setup and supports audio /visual equipment for presentations and other meetings
• 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.
• Identify, monitor and resolve or escalate recurring incidents which translate to problems
• Logging the queries of end users in the incident management tool.
• Monitor Incidents resolution and services recovery by direct reports
• Supervise, mentor, coach and promote talent growth of officers in order to support business through excellent customer service.
• Monitor performance targets for the direct reports and ensure that they are achieved.
• Ensure conformity to ISO (9001/2015 and 27001/2013) and data security requirements.

Academic and Professional Qualification

• Bachelor’s degree in Computer Science, Management Information Systems, Information Technology, Electrical / Electronic Engineering, Telecommunications or its equivalent qualification from a recognized Institution

Required certifications

• IT Governance e.g. ITIL, COBIT
• At least one of the following certifications: CompTIA A+, CompTIA N+, MCSE or MCSA

The following certifications will be an added advantage:

• Project Management e.g. Prince2, PMP
• Customer Care Training

Relevant Work Experience Required

• The job holder must have at least 3 years’ progressive work experience in user support in a busy IT environment.
• Possess experience in installing, configuring and troubleshooting Windows operating systems
• Demonstrate working knowledge of printer configuration, setup and troubleshooting
• Have hands on experience in setting up and troubleshooting Local Area Networks and have knowledge of different network protocols
• Be possess experience in supporting teleconferencing systems; Webex, Teams, etc.
• Have experience in management of active directory users and computers.
• Hands on experience supporting enterprise Email Systems (Server and Client) such as Domino Lotus Notes/ MS Exchange/ Microsoft 365.

Competencies

The job holder must:

• Possess excellent listening and questioning skills, combined with the ability to interact confidently with users to establish what the problem is and explain the solution
• Exhibit the ability to work well in a team
• Possess sharp problem solving skills
• Display a strong customer focus character
• Demonstrate ability to prioritize workload

Job Summary 

The Job holder to guarantee 24/7 availability through appropriate planning, automated monitoring, performance tuning and taking proactive measures to minimize disruptions to IT service.

Key Responsibilities

• Develop Capacity Plans and capacity reports on quarterly basis and monthly basis respectively.
• Sizes all proposed new systems to determine the computer and network resources required, to determine hardware utilisation, performance service levels and cost implications.
• Facilitate assessment of new technology and its relevance to the organisation in terms of performance and cost.
• Facilitate assessment of new hardware and software products for use by Capacity Management that shall improve the efficiency and effectiveness of the process
• Maintains knowledge of future demand for IT services and predicts the effects of demand on performance service levels.
• Determines performance service / resource capacity levels or thresholds.
• Ensures requirements for reliability and Availability are taken into account in all Capacity planning and sizing activity.
• Facilitate regular and ad hoc audits by internal/external auditors.
• Other official duties assigned by ICT Management
• Ensure conformity to ISO(9001/2015 and 27001/2013) and data security requirements

Academic/Professional Qualifications

• Bachelor’s degree in Computer Science, Management Information Systems, Information Technology, Electrical / Electronic Engineering, Telecommunications or its equivalent qualification from a recognized Institution

Required Certifications

• Operating system (Linux or Microsoft Windows) administration certification.
• Network /security basic certification.
• Basic Network Management certification
• Basic Systems and Database Administration Certification

Relevant Work Experience and Technical skills Required

• The jobholder must have at least 3 years’ progressive work experience in user support in a busy IT environment.
• Unix/Linux Certified Systems Administrator/ Microsoft Certified Engineer
• Certified Data Centre Professional
• Certified Storage Management
• Experienced Virtualization professional

Competencies

The job holder must:

• Possess excellent listening and questioning skills, combined with the ability to interact confidently with users to establish what the problem is and explain the solution
• Exhibit the ability to work well in a team
• Possess sharp problem solving skills
• Display a strong customer focus character
• Demonstrate ability to prioritize workload

Job Summary

The jobholder is responsible for supporting the implementation of Information Security management System based on ISO27001 and best practice.

Key Responsibilities

• Implement Information Security Management System based on the ISO/IEC 27001 series standards, including preparation for certification against ISO/IEC 27001
• Perform gap analysis of information security standards such as ISO 27001 and create compliance reports for information security standards such as ISO 27001
• Develop/review IS policies, standards, procedures and guidelines, in liaison with the stakeholder to obtain appropriate approvals and feedback for implementation.
• Compliance monitoring and improvement activities to ensure adherence to internal security policies, procedure, standards and applicable laws and regulations
• Support departments to manage implementation of information security management system.
• Prepare materials and conduct Information security awareness, training and educational activities to stakeholders.
• Manages information security risk assessments and controls selection activities
• Perform testing of internal controls specified in Information Security Policies and Perform internal audit reviews to assess the effectiveness of current information security controls
• Ensure timely and effective corrective actions are taken to correct deficiencies and provide status reporting.
• Support the Information Security program including development, collection, assessment, and reporting of metrics
• Recommend security policy changes and enhancements as needed
• Conduct mock ISO Audits and, report on departments’ preparedness for final audit and certification
• Support ISO 27001- audit and certification activities Day-to-day information security operations, supervision, reporting, management of performance and development of staff in the function

Academic Qualifications 

• A Bachelor’s degree in Computer Science or related field from a recognized institution.

Professional Qualifications

• Must have at least one of the following security certifications or training in CISA/CISM/CEH/CHFI/ECIH/CISSP/ISO 27001/CRISP,

Relevant Work Experience

• At least one (1) year related IT security work experience in a large or busy organization

Technical Skills Required

• Experience in Information Security Management System
• Experience in development of policies and procedures
• Knowledge in Information security risk management
• Experience in Information security awareness development and training
• Experience in cyber security threat Analysis or incident management

Key Competencies

• Excellent stakeholder engagement skills
• Analytical mind with problem-solving aptitude
• Excellent listening, communication and presentation skills
• Reliable and thorough with a deep commitment to accuracy
• Self-motivated and able to work independently
• A team player
• Ability to prioritize competing work commitments and deliver on time

Job Summary

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+ or higher
• IT Governance i.e. ITIL or higher

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

Job Summary

The Assistant Manager – Service Support is responsible for ensuring provision of ICT services in the respective station through development and implementation of strategies to meet the day-to-day business requirements to sustain customer satisfaction and provide of end user support.

Key Responsibilities

• Review the ticket compliance reports from various teams, consolidate, prepare periodic reports and follow up on resolutions of incidents in the areas of operation.
• Configuration and deployment of new end user equipment to according to KRA standards and policies.
• Manage the annual preventive maintenance exercise for the station and compile reports on the same and update the asset register where necessary
• Liaise with the Manager, Service Support, Nairobi, Central & Norther (NCN) Region for provision of resources necessary for the Service Support office to ensure efficient and effective delivery of ICT services with view to enhance system availability and reliability in the Authority.
• Provide next escalation level for ICT Service Support Supervisors.
• Prepare monthly, quarterly and annual unit reports
• Supervise, mentor, coach and promote talent growth of staff in order to support business through excellent customer service
• Conduct performance management for direct reports to ensure that the mutual needs of the staff and Authority are being met
• Formulate and implement work plans for the service support unit.
• Support Maintenance  up to date asset register of end user equipment in their area of operation by processing deployments/relocation as per the KRA ICT standards and policies.
• Respond to audit queries assigned within the stipulated deadlines.
• Ensure conformity to ISO (9001/2015 and 27001/2013) and data security requirements
• Facilitate implementation of the work plans for the following corporate initiatives in the unit: Audit, Integrity, QMS and Risk Management.

Academic &Professional Qualifications

• Bachelor’s degree in Computer Science, Management Information Systems, Information Technology, Electrical / Electronic Engineering, Telecommunications or any other related IT field from a recognized Institution

Required certifications

• IT Governance e.g. ITIL OR COBIT,
• Microsoft SharePoint Administration
• At least one of the following certifications: CompTIA A+, CompTIA N+, MCSE or MCSA

The following certifications will be an added advantage:

•        Project Management e.g. Prince2, PMP

Relevant Work and Technical Skills Required

• The job holder should have at least four (4) years’ progressive experience in a busy IT environment, with at least one (1) year in a supervisory role
• Competence in Windows Active Directory Management Tools plus creation and deployment of Group Policy Objects
• Conversant with process automation and experience working with automation tools such as MS SharePoint, System Center Configuration Manager(SCCM) or System Center Operations Manager (SCOM)
• Working knowledge in IT Service Management Systems. Mastery in creation of dashboards, Configuration Management, Automated workflows and Reporting
• Hands on experience supporting enterprise Email Systems (Server and Client) such as Domino Lotus Notes/ MS Exchange/ Microsoft 365. Troubleshooting server side relayed issues up to and including secure email gateways and smart hosts.
• In-depth knowledge and experience in setup and troubleshooting of complex Local Area Networks and Wide Area Networks

Competencies

The job holder must:

• Possess excellent listening and questioning skills, combined with the ability to interact confidently with users to establish what the problem is and explain the solution
• Exhibit the ability to work well in a team and work under minimum supervision
• Possess sharp problem solving skills
• Display a strong customer focus character
• Demonstrate ability to prioritize workload