IT Support – Nairobi

Job Description

About Company

At Gap Recruitment, we are a leading recruitment firm in Kenya, serving both international and local companies. Our goal is to help employers find quality candidates who fit their company culture and to assist job seekers in finding their dream job and a fulfilling career. We have the expertise and resources to find the right fit for any vacancy, but we also understand that it takes more than just technical skills to succeed in a role. That’s why we focus on understanding your specific needs and culture, and why we maintain close relationships with the professionals in our database. This enables us to quickly find the perfect match for both employers and job seekers. Whether you’re an employer looking for talented employees to drive productivity or a job seeker looking for your next opportunity, we are your staffing team and we are dedicated to your success.

Position: IT Support

Company: Self Help Africa

Location: Nairobi, Kenya

Contract Terms: Fixed Term Full Time

Gross Salary: Negotiable

About: 

Self Help Africa (SHA) is an international NGO dedicated to the vision of an economically thriving and resilient rural Africa. We have 50 years of experience working with smallholder farmers, farmer associations, cooperatives and agribusinesses across Africa to help farmers grow and sell more food, improve diets, diversify incomes and make their livelihoods more sustainable and resilient to external shocks. SHA also builds awareness of issues affecting smallholders and represent their interests at policy and institutional level. SHA is currently implementing a portfolio of 32 projects in Kenya, Uganda, Ethiopia, Eritrea, Burkina Faso, Togo, Malawi and Zambia, funded by a variety of institutional and private donors including USAID, the European Commission, Irish Aid and World Food Programme. In 2019, we supported 380,000 households, reaching 2.2 million people in rural communities across sub-Saharan Africa, and had a turnover of 33.3million.

Job Purpose: 

The primary purpose of this role is in the areas of computer operations, user and desktop support (hardware and software), helpdesk, and data management. Monitors, operates, or coordinates and assists others in the operation of computer hardware, software, and peripherals in order to achieve desired results. Requires minimum supervision. Updates Group ICT Manager on arising IT issues. This role is a key supporting role within Self Help Africa Group organization (Self Help Africa, Partner Africa & TruTrade).

Key Responsibilities:

• Installing and configuring computer hardware operating systems and applications where necessary across Self Help Africa Group.
• Monitoring and maintaining computer systems and networks across Self Help Africa Group (Self Help Africa, Partner Africa & TruTrade).
• Troubleshooting diagnosing and solving network problems and issues related to ICT equipment across Self Help Africa Group (Self Help Africa, Partner Africa &
• TruTrade).
• Creating & Updating records on different database applications (Salesforce, among others used within Self Help Africa Group (Self Help Africa, Partner Africa & TruTrade).
• Providing support, including procedural documentation and relevant reports where necessary.
• Conduct periodic reviews of data integrity in the system and advises users on errors and omissions.
• Taking staff (across the Self-Help Africa Group) through a series of actions, either face to face or over the telephone or via Skype/TeamViewer/AnyDesk to help set up systems or resolve ICT issues.
• Testing and evaluating new technology where necessary.
• Setting up new users accounts and profiles and dealing with password issues across Self Help Africa Group.
• Responding either in agreed time limits to cases submitted.
• Sourcing for quotes in relation to ICT equipment/software purchase.
• Escalate IT issues to the Group ICT Manager where necessary.
• Carry out other Ad hoc duties as required by Information Systems Manager.

Key Stakeholder Relationships:

• Group ICT Manager, IT Assistant
• Group Chief Information Officer
• All staff
• Group ICT Team

Qualifications and Other Requirements:

Essential:

• Relevant IT degree/diploma or industry experience.
• Minimum of 2-year experience in a technical support environment.
• Ability to multitask – Sense of urgency; maintain a positive attitude.
• Strong PC skills for both Windows Operating System and Apple Operating System (e.g MS Office applications such as Excel, Word, etc.).

Role Competencies:

• Has excellent research, analytical planning and organizational skills.
• Strong writing, presentation, communication in English.
• A high level of drive, initiative, motivations, commitment and professionalism.
• Demonstrates the flexibility and the ability to work in a multi-cultural and multi national team.
• Demonstrates commitment to working with a values-based organization.
• Has the ability to work under pressure.

Additional Knowledge Preferred but not Essential

• Experience or exposure of CRM database such as Salesforce.
• Analytical skills with the ability to problem solve.