ICT Support Assistant - (Must have worked in a pension organization)

A well-established Leading Retirement Benefits Scheme

Job Summary

This position is responsible for supporting the ICT Department through maintenance and development to maximum performance for the Scheme’s users

  • Minimum Qualification: Bachelor
  • Experience Level: Mid level
  • Experience Length: 2 years

Job Description/Requirements

A well-established leading retirement benefits scheme with fund value of more than Kshs. 16 Billion and an inhouse scheme administration with already setup secretariat is looking forward to recruit dynamic, innovative and result-orientated individuals to fill in the following positions;

4. Job Title: ICT Support Assistant

Purpose of the Job

This position is responsible for supporting the ICT Department through maintenance and development to maximum performance for the Scheme’s users

Main Duties and Responsibilities
The duties and responsibilities are:

Operational Roles and Responsibilities:

a) Set up users’ computers to access the Network, the Internet, including email and dialup settings;
b) Resolve internet and local network service problems within the Scheme Diagnose and troubleshoot dialup connection problems;
c) Properly document support request calls across all business operations;
d) Engage contracted network service providers to ensure an enhanced user interface experience
e) Provide support during system outages;
f) Undertake basic development and deployment of ICT solutions and projects;
g) Troubleshoot systems and network issues as well as diagnosing and solving hardware or software faults;
h) Ensure maintenance of printers, photocopiers, scanners, servers, computers, switches and other IT peripherals to ensure availability of service;
i) Install and configure computer hardware operating systems and applications;
j) Provide support, including procedural documentation and relevant reports;
k) Undertake repairs and maintenance of ICT equipment and associated peripherals
l) Monitor the performance of Information Communication Technology equipment;
m) Report any faults to the Senior ICT and Database Officer for further action.
n) Liaise with ICT service providers on the execution of deliverables
o) Install, deploy and configure database setups and software platforms
p) Monitor database systems performance and address potential issues to ensure
q) services are available and running optimally;
r) Carry out database changes and updates during deployments of application releases.
s) Liaise with all departments to performing backups and recovery of all data
t) Provide technical assistance and subject matter expertise to the Scheme’s applications developers and Third-Party vendor support

Key Result Areas:
The job holder’s accountability areas are outlined as follows;

• Effective and efficient management of IT resources and systems
• Effective end-user support and customer satisfaction
• Fully documented record of problems/challenges of the servers within the relevant reporting system(s);
• Proper coordination in the implementation of agreed remedies and preventative measures;
• Security of records and documentation;
• Proper maintenance of ICT equipment and associated peripherals
• Efficient execution of work processes as assigned
• Efficiency in database management and performance

Knowledge and Skills Required:
The job holder must possess;

• Bachelor’s degree in IT/Computer Science, Software Engineering or equivalent from a recognized university
• At least two (2) years’ experience in a busy IT environment with experience in both IT systems support, development and maintenance.
• Professional Certification in MCSA, CCNA, CISSP, CISA, CEH, ITIL, PRINCE, Oracle Certifications, or any other relevant IT professional certifications
• Registration with IT professional bodies
• Practical knowledge of servers, infrastructure, networking, database administration and Information Technology Infrastructure Library (ITIL)
• Continuous process improvement of services through efficient working
• Efficient execution of work processes as assigned
• Submission of accurate, timely and relevant reporting
• Effective communication and maintenance work of relationships
• Excellent communication & interpersonal skills
• Excellent organizational and multi-tasking skills
• Ability to work independently with minimum supervision

Interested candidates are requested to forward their updated CVs stating the subject heading the position being applied for and clearly indicating their current and expected remuneration (MUST), daytime telephone contacts and addresses of three referees. The position is filled as soon as a suitable candidate is found. Only shortlisted candidates will be contacted.

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