Reporting to: ICT Manager

Location: Nairobi but he/she will be required to travel upcountry

Salary Range: 40,000.00- 50,000.00

Contract duration: 6 months (renewable based on performance)

Probation period: 3 month

Responsibilities:

1. Install, configure, update and maintain computer hardware operating systems and applications.


2. Monitor and maintain computer systems, self-service machines and networks, both in the office and Betin shops.


3. Talk staff/shop agents through a series of actions, either face to face or over the telephone or by remote assistance to help set up systems or resolve issues.


4. Troubleshoot system and network problems and diagnose and solve hardware/software faults.


5. Provide support, including update when needed and follow procedural documentation.


6. Set up new user’s accounts and profiles and deal with password issues.


7. Making sure that only allowed software is installed.


8. Add value to tickets before escalating to higher technical departments/ Third Parties.


9. Work continuously on a task until completion (or referral to Third Parties, if appropriate).


10. Manage and keep record of all IT company assets.


11. Provide support via remote assistance tools to direct Betin shops and franchises. 


12. Monitor the Company’s IT Infrastructure and proactively escalate to other IT Teams and/or Third Parties.


13. This is a varying shift position. You will be expected to work shifts occurring at varying times of the day, varying days of the week according to the local labour law provisions.


14. Perform any other duty that may be assigned from time to time.

Desired Skills and Experience:

• A minimum 3 years’ experience in an IT support environment.


• A valid driving license and “clean” driving record.


• Experience in troubleshooting Internet Connectivity (WAN and VPN)


• Ability to communicate with IT users & all levels of business


• Experience with an online gaming company is a plus, but not essential


• Applied learning


• Aligning Performance for Success


• Working in a successful team


• Planning and Organizing

Technical/Professional Knowledge and Skills

• Develop technical requirements


• Maintain equipment/software inventory


• Apply problem solving techniques


• Administration of Microsoft Active Directory, Account users and e-mailboxes


• Knowledge of Windows and Linux Desktop OS


• Knowledge of Microsoft Office Suite


• Knowledge of networking concepts


• Strong analytical troubleshooting skills for IT


• Good awareness of IT data security standards


• PC hardware, Printers, scanners, computer peripherals, Mobile devices (iOS, Android)


• Client PC connectivity - ethernet, TCP/IP and VPN

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