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  • Posted: Jan 31, 2023
    Deadline: Feb 5, 2023
  • The Kenya Revenue Authority (KRA) was established by an Act of Parliament, Chapter 469 of the laws of Kenya , which became effective on 1st July 1995 . The Authority is charged with the responsibility of collecting revenue on behalf of the Government of Kenya. A Board of Directors, consisting of both public and private sector experts, makes policy decisio...
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    Supervisor – ICT Service Support (Nairobi &Southern Region)

    Job Summary

    The Supervisor – ICT Service Support is responsible for guiding resolving incidents as 2nd line Service Support in line with Service Level Agreement

    Key Responsibilities:

    • Attend to service requests and incidents assigned to the team within defined SLA.
    • Troubleshooting system and network problems diagnosing and solving both hardware and software faults.
    • Provide leadership in identifying, evaluating items subject obsolete asset for retirement
    • Configuring, deploying, troubleshooting, repairing, and maintaining end user equipment and accessories.
    • Setup and supports audio /visual equipment for presentations and other meetings
    • Establishes good working relationship with customers by keeping them updated on the progress made concerning their requests and in case of any escalations.
    • Installation & configuration of computer hardware operating systems and applications.
    • Identify, monitor and resolve or escalate recurring incidents which translate to problems
    • Logging the queries of end users in the incident management tool.
    • Monitor Incidents resolution and services recovery by direct reports
    • Supervise, mentor, coach and promote talent growth of officers in order to support business through excellent customer service.
    • Monitor performance targets for the direct reports and ensure that they are achieved.
    • Ensure conformity to ISO (9001/2015 and 27001/2013) and data security requirements.

    Academic and Professional Qualification

    • Bachelor’s degree in Computer Science, Management Information Systems, Information Technology, Electrical / Electronic Engineering, Telecommunications or its equivalent qualification from a recognized Institution

    Required certifications

    • IT Governance e.g. ITIL, COBIT
    • At least one of the following certifications: CompTIA A+, CompTIA N+, MCSE or MCSA

    The following certifications will be an added advantage:

    • Project Management e.g. Prince2, PMP
    • Customer Care Training

    Relevant Work Experience Required

    • The job holder must have at least 3 years’ progressive work experience in user support in a busy IT environment.
    • Possess experience in installing, configuring and troubleshooting Windows operating systems
    • Demonstrate working knowledge of printer configuration, setup and troubleshooting
    • Have hands on experience in setting up and troubleshooting Local Area Networks and have knowledge of different network protocols
    • Be possess experience in supporting teleconferencing systems; Webex, Teams, etc.
    • Have experience in management of active directory users and computers.
    • Hands on experience supporting enterprise Email Systems (Server and Client) such as Domino Lotus Notes/ MS Exchange/ Microsoft 365.


    The job holder must:

    • Possess excellent listening and questioning skills, combined with the ability to interact confidently with users to establish what the problem is and explain the solution
    • Exhibit the ability to work well in a team
    • Possess sharp problem solving skills
    • Display a strong customer focus character
    • Demonstrate ability to prioritize workload

    Method of Application

    Interested and qualified? Go to Kenya Revenue Authority (KRA) on to apply

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