IT Support Technician at KEMRI Wellcome Trust Research Programme (KWTRP)

JOB PURPOSE: 

This role is responsible for provision of support for desktop ecosystem in accordance to set standards that meet the global business objectives.

Description: 

REPORTS TO:  IT Service Delivery Manager

DIRECTLY SUPERVISES: None

INDIRECTLY SUPERVISES: None.

BUDGET AND RESOURCE RESPONSIBILITY:  

None

KEY RESPONSIBILITIES:

• Addressing user tickets regarding hardware, software and networking by attending to incidents and service requests.
• Support in installing KWTRP applications and guide users with simple, step-by-step instructions
• Conduct physical and remote troubleshooting, test alternative solutions until timely resolution of user issues
• Follow up with Staff to ensure their systems are functional, escalate unresolved issues to the next level of support and Report feedback and staff IT requests
• Support in IT service desk operations including maintaining of accurate and upto date IT inventory records.
• Configuring new desktops and laptops as well as rolling over of user device data encryption to adhere to data governance policy.
• Support in managing backup and configuration on KWTRP IT equipment and assisting vendors on site to install IT infrastructure.
• Ensure knowledge base for the enterprise system through creating different FAQs for users based on the commonly created tickets/requests by users for ease of reference and Performs R&D on different technologies and give out a detailed report;
• Participate in execution and support for all IT projects and implementation of changes to the environment in line with the change management process.
• Support in maintaining and auditing of key security facilities, i.e CCTV, Access Control, desktops, laptops and mobile devices.

QUALIFICATIONS:

• Bachelor of Science Degree in Information Technology, Computer Science or in related field.
• Minimum 3 years’ experience in IT support, preferably in a large and diverse environment.

DESIRABLE CRITERIA:

• IT certifications in ITIL Foundation and Microsoft Certified IT Professional (MCITP).
• Support experience of Windows Server and Active Directory.
• Experience in supporting Mac OS X in Windows environment.
• Experience in supporting Microsoft Office applications.
• Experience in anti-virus and anti-malware software, and of managing virus Incidents.

COMPETENCIES:

• Demonstrate high levels of integrity and confidentiality
• Excellent interpersonal, verbal and written communication skills
• Strong Organizational, planning and administrative skills
• Strong attention to detail and ability to work with minimal supervision.
• Teamwork with the ability to work diverse teams