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  • Posted: Jul 4, 2022
    Deadline: Jul 13, 2022
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    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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    Officer – Service Support

    Job Summary:            

     The jobholder is responsible for carrying out 2nd Line service support activities mainly supporting hardware, software and computer systems.

    Key Responsibilities:    

    • Attend to service requests and incidents assigned to them within defined SLA.
    • Troubleshooting system and network problems diagnosing and solving both hardware and software faults.
    • Configuring, deploying, troubleshooting, repairing, and maintaining end user equipment and accessories.
    • Setup and supports audio /visual equipment for presentations and other meetings
    • Setup and support of virtual meeting solutions, Webex, Zoom, Teams etc.
    • 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.
    • Maintaining and monitoring of computer networks and systems.
    • Logging the queries of end users in the incident management tool.
    • Capturing resolution details into the knowledge base system
    • Testing and evaluating new technology.
    • Replace computer parts as required
    • Ensure conformity to ISO (9001/2015 and 27001/2013) and data security requirements.

    Academic Qualifications         

    • Bachelor’s degree in Computer Science, IT or a related field
    • Master’s degree in Computer Science, Business Administration or related Postgraduate degree will be an added advantage

    Professional Qualifications   

    The following certifications will be an added advantage:

    • CompTIA A+, CompTIA N+
    • ITIL

    Relevant Work Experience Required      

    • Minimum one (1) year working experience in a busy IT environment

    Technical Skills Required

    • Ability to troubleshoot software configuration and hardware related issues
    • Network setup and configuration skills

    Key Competencies:

    • Excellent listening and questioning skills combined with the ability to interact confidently with users to establish what the problem is and explain the solution
    • Ability to be Team player
    • Problem solving skills
    • Customer focus
    • Ability to prioritize workload

    Method of Application

    Interested and qualified? Go to Kenya Revenue Authority (KRA) on www.kra.go.ke to apply

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