ICT Officer (Service Desk Engineer) at Konza Technopolis Development Authority

Ref No: KNDC/15/2022

Basic Salary Scale: Ksh 60,000- 110,000 p.m

Terms of Service: 1 Year Contract, Renewable Subject to Satisfactory Performance

Grade: 6

Job Specification            

Duties and responsibilities

• Develop, plan, provide, function, and control the IT services offered to customers;
• First point of contact to address and resolve service requests raised by the customers;
• Dealing with incoming faults in a professional, courteous manner over the phone and via email;
• Correctly logging incidents and faults, categorizing, and prioritizing them in line with team procedures;
• Conducting full and through diagnostics with end users to enable first point of contact fault resolution;
• Ensuring all faults are progressed & cleared within SLA – escalating to other internal and external teams as appropriate;
• Managing faults through their entire lifecycle and proactively keeping the customer informed of progress;
• Diagnosing and resolving problems to the customers satisfaction;
• Maintain and develop own knowledge and skills to assist with first time fault resolution;
• Identify and escalate repeat issues or service risks into service management teams;
• Ensuring solutions, workarounds to incidents and problems resolved are maintained in the appropriate repositories;
• Manage a number of scheduled tasks for customers, designed to ensure that the customers systems remain operational.

Person Specification     

For appointment to this grade, a candidate must have: –

• Minimum of two (2) years’ experience will be an added advantage;
• Bachelor’s Degree in Computer Engineering, Computer Science, or any other equivalent qualifications from a recognized institution;
• Relevant Professional qualifications such as ITIL, Desktop Support Specialist HCIA- Storage, HCIA- Cloud, CISCO, CCNA, Networking Essentials, CompTIA-A+, or higher
• Hands-on experience in one or more of the following cloud platform; Cloud Foundry, OpenShift, Huawei,  AWS Web Services, Microsoft Azure, Google App Engine, Heroku, IoT Edge, or other PaaS technologies; Operating systems; KoTDA applications.

Duty Station: Konza Technopolis