Application Support Specialist at KCB Bank Kenya

The Position:

Business Productivity function is responsible for the management of the enterprise Group Email infrastructure, Intranet services, MS CRM, Cisco PCCE, SharePoint platform, E-Board, Microsoft Office Applications, and end user mobile devices accessing KCB resources. The department also manages deployment, maintenance and support of branch queue management system, End-user computers, printers, scanners and other peripheral devices.

Reporting to Enterprise Systems Specialist Messaging and Collaboration, the Applications Support Specialist will provide a single point of contact for end users to receive technical support and maintenance within the organization's desktop computing environment. This includes installing, diagnosing, repairing, maintaining client computer software on PCs and peripheral devices. The person will also troubleshoot problem areas (in person, by telephone, or via remote access) in a timely and accurate fashion and provide end-user assistance where required.

Key Responsibilities:

• Provide support to IT users for all aspects of end-user computing and desktop-based software.  
• Supplement first in line in diagnosis of system failure and escalating it to the required departments. Communicate client risk and concerns to team leaders and upper management.       
• Perform and coordinate ongoing performance tuning, required upgrades and resource utilization as required. 
• Extend technical support to ongoing technology projects by determining and executing system reconfiguration needs and offering remote support. This involves working collaboratively with IT teams to resolve service requests, escalations and service outages.
• Assess end-user needs and develop technical solutions on issues related to operability, system access and efficiency. 
• Finding and investigating newer available tools and methods of computer system support and analysis on how it can be applied to the end-users thereby improving the organization’s performance based on effective research of technical resources for both software/hardware triage.
• Performs work in compliance within specified warranty requirements.

The Person:

For the above position, the successful applicant should have the following:

• Bachelor’s degree in Information Technology, Computer Science, or a related discipline.
• Professional qualification in Professional Qualifications such as Microsoft Certified Desktop Support Technician (MCDST) certification/ Microsoft Office User Specialist (MOUS)/ MCP/ MCSE /MCITP/MCTS/A+.
• 2 years’ experience in Technology with:
• Hands-on desktop productivity applications deployment, configuration and support.
• Knowledge on PCs Operating Systems and related network protocols.