Officer – Service Support (Western Region, Busia &Eldoret) at Kenya Revenue Authority (KRA)

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

The following certifications will be an added advantage:

• CompTIA A+, CompTIA N+ or higher
• IT Governance i.e. ITIL or higher

Relevant Work Experience/Technical Skills Required.

• Minimum 1 year working experience in a busy IT environment
• Working knowledge in supporting desktops software, hardware installations, configuration and support skills
• Working experience in installation, configuration ad trouble shooting windows environment
• Working knowledge of printer configuration setup and troubleshooting
• Hands on experience in setting up and troubleshooting Local Area Networks
• Good working knowledge of office productivity tools

Competencies

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