M-Pesa Africa - End User Support Administrator at Safaricom Kenya

About the Role

Reporting to Service Operations Manager, the End User Support Administrator will be responsible for overseeing the delivery, configuration, and security of IT hardware and software across the organization. This role ensures that all client computing requests are managed efficiently, with minimal disruption, and that projects are implemented seamlessly into the desktop environment. The ideal candidate will have strong technical expertise, experience in IT asset management, and the ability to lead cross-functional teams in providing high-quality support and innovative solutions.

Responsibilities

• Deliver timely and quality IT hardware, software, and client computing support, including desktops, laptops, handheld devices, printers, servers, and operating systems;
• Administer and configure IT assets, including hardware, software, and IP telephony;
• Manage change requests and ensure disaster recovery and security of the client desktop environment;
• Implement and support IT projects on the desktop end;
• Maintain up-to-date and accurate inventory information for IT assets;
• Support user account management, including creation, modification, and deactivation in Microsoft365/On-Prem AD;
• Administer enterprise tools such as Jira, Confluence, and Microsoft365/EntraID;
• Provide user training and support, including the creation of user guides;
• Ensure smooth handover of location support activities and maintain strong relationships with stakeholders;
• Innovate and automate desktop support services to enhance efficiency;
• Manage the rollout of new software and hardware, ensuring secure, authorized, and traceable implementations;
• Provide support for remote and mobile users, including managing remote access tools and troubleshooting connectivity issues;
• Track and manage IT inventory, including hardware and software licenses;
• Ensure the accuracy and effectiveness of the Hardware and Software Asset Management (ITAM) database.

Qualifications

• A degree in Information Technology, Computer Science, or a related field;
• CompTIA A+ or CompTIA Network+ for foundational IT skills;
• Proficiency in Microsoft365 administration and Active Directory management;
• Basic understanding of networking principles (e.g., TCP/IP, DNS, DHCP);
• Proficiency in macOS, Microsoft365 administration and Active Directory management;
• Microsoft Certified: Modern Desktop Administrator Associate or similar certification for expertise in desktop environments;
• Familiarity with remote support tools and techniques;
• Experience with IT asset management and inventory control;
• Experience in working with multi-cultural geographically distributed teams;
• ITIL Foundation Certification for knowledge of IT Service Management best practices;
• Certified Information Systems Security Professional (CISSP) or similar certification for security expertise.