ICT Support Officer at Username Properities

Job Description

The ICT Support Officer will be responsible for providing reliable, timely, and effective technical support to end users while assisting in the management, maintenance, and troubleshooting of the Company's ICT systems, computer equipment, networks, and related infrastructure. The role will ensure system availability and optimal performance by:

• Providing timely technical assistance and end-to-end solutions to end users.
• Supporting the maintenance and reliability of ICT systems, networks, and technological infrastructure.
• Troubleshooting hardware, software, connectivity, and system-related issues.
• Supporting ICT security, data backup, and recovery processes.
• Providing user guidance and training to promote effective, secure and best practice use of technology. 

Key Duties and Responsibilities:

User Support and Assistance

• Provide first-line and hands-on technical support to end users.
• Diagnose and resolve hardware, software, connectivity, and other ICT-related issues.
• Explain technical concepts and solutions in clear, user-friendly language.
• Guide users in setting up and troubleshooting audio-visual equipment for meetings, presentations, and events.
• Provide proactive guidance on effective and secure technology usage.
• Record and document user requests, technical issues, troubleshooting steps, and resolutions for future reference.
• Escalate complex technical issues to the management or relevant service provider where necessary.

Hardware & Software Support 

• Assist in the installation, configuration, and maintenance of computers, operating systems, applications, peripherals, and other ICT equipment.
• Support users in resolving hardware failures, software errors, system glitches, and connectivity challenges.
• Conduct routine checks and maintenance of ICT systems and equipment.
• Monitor system performance and identify potential issues before they affect users or business operations.
• Install and support the use of audio-visual equipment.
• Apply software updates, security patches, and other approved system fixes.
• Diagnose system errors, reinstall software, and replace or facilitate the replacement of faulty components as required.
• Maintain accurate records of ICT assets, repairs, replacements, and maintenance activities.

Network Support  

• Assist in diagnosing and resolving network-related issues affecting users and business operations.
• Support routine network maintenance to promote optimal performance and minimize downtime.
• Assist in ensuring network infrastructure, cabling, and related hardware are properly organized, installed, and maintained.
• Support basic network configuration, connectivity testing, and troubleshooting.
• Escalate complex network faults to the ICT Infrastructure & Support Manager or relevant service provider.

System Maintenance and performance monitoring

• Monitor ICT system performance and flag potential issues for timely intervention.
• Perform routine system maintenance, updates, checks, and performancetuning activities.
• Assist with the implementation of security patches, updates, and other measures aimed at maintaining system integrity.
• Support the maintenance of reliable and secure ICT systems and infrastructure.
• Maintain appropriate documentation of system maintenance and technical interventions.

Backup & Recovery Support  

• Assist in implementing and maintaining ICT backup procedures to safeguard critical business data.
• Ensure backups are securely stored and accessible when required.
• Support data recovery activities in the event of data loss, system failure, or other incidents.
• Conduct routine checks and tests to confirm the reliability and accessibility of backup systems.
• Report any backup failures or data protection concerns promptly.

Perform other duties as assigned from time to time 

Requirements:

• Bachelor’s degree in information technology, Information Systems, or a related field.
• Minimum of three (3) years' relevant experience in computer systems, networks, hardware, software, and end-user technical support.
• Must have relevant professional certifications such as CompTIA A+, CompTIA Network+, CCNA, CompTIA Server+, or Google IT Support.
• Practical experience in troubleshooting computer hardware, software, networks, peripherals, and connectivity issues.
• Good understanding of ICT systems maintenance, network support, data backup, and basic information security practices.

Competency Requirements:

• Strong troubleshooting and diagnostic skills.
• Analytical and critical-thinking skills.
• Strong problem-solving abilities.
• Excellent communication and interpersonal skills.
• Ability to simplify and communicate technical information effectively.
• Teamwork and collaboration.
• Attention to detail and a proactive approach to technical support.
• Ability to prioritize and resolve technical issues within required timelines.
• Strong customer-service orientation and user-support skills

Salary Scale

• Kshs. 50,000 - Kshs. 60,000 gross salary .