Manager IT and Infrastructure Intern at Kenya Trade Network Agency (KenTrade)

Reports to Manager IT and Infrastructure

Duties and Responsibilities

• Responding to ICT help-desk and user support queries via chat, email, or phone
• Ensuring proper logging, tracking, reporting and closure of all issues raised to the ICT help-desk
• Training other staff members on troubleshooting and diagnosing ICT related problemsiv.Writing, editing, and revising training manuals for new and updated software and hardware
• Providing ICT related technical assistance for questions and problems
• Resolving problems with ICT related networks, telephony and other computer systemsvii.Diagnosing ICT hardware and software system errors and other issues
• Following up with staff to ensure full resolution of issues
• Requesting feedback and/or monitoring calls and other methods of correspondence to improve training methods
• Running reports to analyse common complaints and problems
• Installing or changing user computer software to fix issues
• Accessing hardware or software for staff to make changes and fix problems
• Any  other  duty  that  is commensurate  with  the  role  and  responsibilities  for  the position of Internship in the ITI Department.

Academic/Professional Requirement

1. Should be a Kenyan Citizen aged between 20 and 35 years;
2. Should be available full time for the duration of the program (3 months);
3. Should be a continuing student or have graduated within the last five (5) years with Diploma/Bachelor’s Degree in ICT, Computer Science or Computer Engineering, from a recognized institution.
4. Should  have  excellent  computer  skills  and  the  ability  to troubleshoot  and  diagnose PC, LAN, Printer and IT Hardware problems.
5. Should be familiarwith both PCand Mac Hardware and Software
6. Should have education experience with LAN Network Repairs and Analysis.
7. Should possess good customer service skills.
8. Ability to Communicate Effectively to help customers fix their issues and feel satisfied with the experience
9. Writing and Editing Skills to aid in writing and updating manuals.
10. Education  experience  in  Computer  Repairs  and  how  to  Troubleshoot 
11. Problems Specific   Knowledge   of   other   required  
12. Computer   Systems   for   different   work environments