IT Technician

Key Responsibilities:

Respond to and manage inbound client calls regarding technical issues with tracking systems.

Log, troubleshoot, and resolve client complaints or escalate to Operations for field intervention.

Monitor client tracking dashboards and flag offline or underperforming devices.

Generate and share technical reports (e.g., trip reports, movement summaries, offline logs) with clients upon request.

Provide IT support to internal staff — resolving hardware, software, and network issues.

Set up user accounts, configure company devices, and manage access to internal systems.

Support system updates, antivirus maintenance, backups, and IT security controls.

Maintain a record of issued IT equipment, licenses, and access credentials.

Coordinate with third-party IT vendors for complex or escalated issues.

Assist in training staff or clients on system use, tracking platforms, and dashboard tools.

Track and document all support tickets and recurring issues for future reference.

Prepare daily and weekly summaries of client support cases, device health status, and action taken.

Minimum Qualifications & Experience:

Degree in Information Technology, Computer Science, or related field preferably for JKUAT University.

Minimum of 1- 2 years’ experience in IT support or helpdesk roles

Familiarity with tracking systems, fleet dashboards, or CRM tools is an added advantage

Ability to manage both technical diagnostics and client communication

Key Competencies:

Technical problem-solving and diagnostic skills

Strong verbal communication for client support

Attention to detail in reporting and documentation

Time management and task prioritization

High integrity, professionalism, and data security awareness