M-Pesa Africa - Digital Workspace Engineer at Safaricom Kenya

Role Description

The successful candidate will be responsible for providing  IT support and ensuring service requests from internal users are fulfilled within defined OLAs and SLAs. They will also implement continuous improvement of IT services to MPA staff.

What you will be doing

• Rolling out and supporting MPA Office 365 services;
• Automating Workspace support services to ease support activities;
• Addressing and delivering requested services and assisting with general information or customer complaints within defined timelines;
• Performing root cause analysis of reported service requests and incidents;
• Managing escalations from customers and ensuring feedback is provided within defined timelines;
• Providing performance reports and identifying gaps aimed at improving services;
• Monitoring, analyzing, and driving resolution of incidents for the IT environment;
• Liaising with other support teams e.g. Networks to resolve related IT issues;
• Supporting the implementation of the Managed Security Services strategy and roadmap;
• Participating actively in cyber security events and trade shows, reporting and presentations.

Skills and competencies you require for the role

• Bachelor's degree in Computer Science or Information Technology related course;
• Work experience of 2 to 3 years in a Service Desk or End User Support environment;
• ITIL Foundation Certification.
• Knowledge in Microsoft Collaboration Technologies such as O365, Azure AD, Exchange Online;
• Experience in Network administration;