2025 Tech Department (Kenya) Senior Tech Associate at Nova Pioneer

About the role:

Key responsibilities for the role include:

Regional Tech Support & Troubleshooting:

• Be the first point of support for school-based Tech Coordinators and also directly support users (students, parents, and teammates) when troubleshooting tech-related issues via the helpdesk and where necessary escalate the more technical issues that require in-depth problem-solving to the relevant service provider support teams.
• Resolving and responding to helpdesk tickets within laid-out IT SLA timelines.

Internet Network Infrastructure Installation & Management:

• Oversee the installation, configuration, and troubleshooting of all internet network hardware and software-related equipment and systems in line with Nova Pioneer policies and Service Level Agreements with vendors as contained in the contracts.
• Manage and hold the Internet Service Provider(s) accountable to the terms as detailed in the SLA.
• Maintain a record of all equipment handed over or added at each school and be accountable for all network equipment, components, and fittings and provide the required information for insurance, valuation or due diligence purposes.
• In the event of full or partial internet outage, take the lead in the troubleshooting and repair of the internet network hardware and software components in collaboration with school-based Tech Coordinators and service provider agents.
• Lead and facilitate the performance of routine maintenance and inspection of the internet network hardware components and network server software/systems to ensure that schools are receiving the full subscribed bandwidth from the ISPs.
• Manage budgeting, billing, and payments to ensure service continuity and availability with no interruptions or quick restoration turnaround times in the event of a network outage.
• Perform hardware and related operating software updates and upgrades to achieve optimum performance level.
• Liaise with the school-based Tech Coordinators to modify or adjust accordingly the WLAN needs during special sessions that have unusual bandwidth requirements to ensure the systems they are supporting operate effectively e.g. during MAP Testing periods.

Printing Network Management:

• In the event of a full or partial internet outage, take the lead in the troubleshooting and repair of the printing network hardware and software components in collaboration with school-based Tech Coordinators and service provider agents.
• Maintain a good professional relationship with the vendors.
• Keep up with existing SLAs, addendums and printing contracts.
• Process any printing-related invoices and book the payments on NetSuite.

Firewall Management:

• Manage the billing and payments to ensure service continuity and availability.
• Liaise with vendors for all Firewall implementations.
• Firewall, maintenance, monitoring, and security incident reporting and investigations.

Hardware Management:

• Selecting and purchasing new and replacement hardware and operating software, when necessary.
• Onboarding and offboarding of teammates i.e. work directly with school-based teammates to allocate and collect teammate laptops or any other company-issued devices.
• Follow up on repair costs recovery from teammates through Talent.
• Managing and keeping an up-to-date Tech asset inventory for all central and school teammates for budgeting and insurance purposes.
• Liaising with the vendors for all hardware (projectors, printers, servers, laptops) that require external vendor intervention.

CCTV Camera Installation & Maintenance

Tech Infrastructure Expansion & Installations such as Computer Labs:

• Liaise with vendors for new installations and or extension projects.
• Coordinate the annual lab maintenance and purchasing of additional lab devices.

Administration & Management of Nova Pioneer Core Systems:

• Google Workspace
• Student Information System SIS / Ed-Admin
• ERP / Netsuite

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Skills and Qualifications required:

•  Bachelor’s degree in an appropriate field (information technology, computer science, systems management, or related discipline).
• Possession of relevant professional technical certifications such as CCNA, ITIL, or similar certifications will be an added advantage.
• You strive for excellence in every detail of your work and inspire and challenge everyone around you to do the same. 
• Our culture resonates deeply with your values—and in particular, you are excited to challenge yourself by taking risks and getting more feedback than you’ve ever gotten before
• Experience providing customer service in a technological environment.  Experience in IT support is an added advantage.
• 5-7 years of work experience in a fast-paced, growth-oriented organisation
• Working knowledge of network protocols and experience with various computer applications, operating systems, and printing services. 
• Deep experience with Salesforce (or similar), Netsuite (or similar ERP), Ed-Admin (or other SIS)
• Proven ability to work well with stakeholders of different levels and backgrounds
• Strong communication skills.
• ​​​​​​​Strong collaboration and influential skills.