Onsite Technology Support Associate

The Information Technology Specialist:

Assist with the deployment of hardware and software to end users (including the installation, configuration and testing of more complex firm hardware)

Assist with provisioning and de-provisioning processing, including setting up of hardware/software for new hire, and receiving hardware from separating employees

Assists with (or coordinates) the repair of end user hardware and the reinstallation of software as necessary to resolve end user incidents

Resolves incidents associated with firm-standard end user software and hardware, including mobile/hand-held technologies identify sources and trends of technical problems to prevent future occurrences

Under minimal supervision, provides after-hours service for escalated issues from the Service Desk or supervisor

Assists with off-site support for firm sponsored functions/meetings

Performs asset management responsibilities as assigned by supervisor

Assists with IT tasks related to office moves, build outs and relocations

Operates as “remote hands” for other IT functions such as Telecommunications and Hosting

Maintains a thorough understanding of IT Services’ organization and service offerings in order to identify how best to address end user technology needs and incidents

Understands the Firms business and organization sufficiently to anticipate and resolve end user technology issues that affect productivity of firm personnel

Job requirements

Experience/Skill requirements

Relevant Bachelor’s Degree with a minimum of upper second-class honours or its equivalent

A minimum overall grade of a B in KCSE and B in both English & Mathematics

Excellent communication, interpersonal, organizational, and time management skills

Excellent customer service attitude

Ability to work effectively with all levels of end users and IT personnel

Analytical/Decision making responsibilities

Strong analytical skills are required to address end-user incidents escalated from the service desk or offered by end user on walk-up issues

Decision making responsibilities are limited to addressing a single end-user issue; need to be able to prioritize incidents being worked on and communicate those priorities to end users as necessary