Regional ICT Support Officer at CIC Insurance

Job Description

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CIC Insurance Group Limited, commonly referred to as CIC Group, is an insurance and investment group that operates mainly in Kenya, Uganda, South Sudan and Malawi

Purpose

He/she will provide direct support to end users across 25 branches located in Kenya through the service desk channels remotely and through travel to provide support to end users in Regional Subsidiary offices. Responsible for first line support & co-ordinating solution delivery between the end users and second line ICT administrators within the company.

Primary Responsibilities

Responding to internal customer support requests via the ICT Service desk, ICT Hotline and emails; Installation, configuration and ongoing usability tuning of desktop computers, peripherals equipment and software within established standards and guidelines; Ensuring regional projects are well coordinated with Head office and well executed giving all support required; Installation and support of Anti-virus, anti-malware and anti-spam as well as support; Preventive maintenance on hardware equipment and associated record keeping. Troubleshooting system and network problems, diagnosing and solving hardware or software faults and replacing parts as required for the regional subsidiaries and branches; Providing support, including procedural documentation and relevant reports for branch and regional subsidiaries; Proactively monitoring and maintaining computer systems, applications and networks for branch and regional subsidiaries; Supporting the roll-out of new applications for regional subsidiaries and branches; Setting up and management of ICT network user accounts and profiles for branch and regional subsidiaries staff; Incident record keeping, tracking and escalation to the relevant ICT administrators; Liaising with systems and network vendors in support of ICT regional issues and; Develop training material to be used for training and orientation of staff on use of hardware, operating system and company telephone systems.

PERSON SPECIFICATION

Academic Qualification

Bachelor’s degree in an ICT related field

Professional Qualification

Certifications in any of the following: CCNA, CompTIA N+, ITIL will be an added benefit.

Experience

Minimum of three years’ relevant experience.

Skills and Competencies

Excellent communication and presentation skills Problem solving skills Excellent interpersonal skills Good analytical skills Computer literate in MS Office and other office applications