Senior ICT Officer at Natural State

Role Summary

• The Senior ICT Officer will provide reliable, day-to-day information and communications technology support across Natural State's operations, with a key focus on supporting the implementation of Microsoft Dynamics ERP. Reporting to the Systems & Strategy Implementation Specialist, you will play an active role in ERP rollout, user training, and ongoing systems administration, while also assisting in maintaining core platforms including Airtable and JIRA. This is a hands-on, senior technical role requiring advanced troubleshooting, systems implementation experience, and the ability to train and support users across diverse locations and connectivity environments.

Key Responsibilities

Microsoft Dynamics ERP Implementation Support

• Actively assist the Systems & Strategy Implementation Specialist in the configuration, testing, and rollout of Microsoft Dynamics ERP across Natural State's operations.
• Support data migration, user acceptance testing, and validation of system outputs.
• Assist in developing user guides, training materials, and conducting end-user training sessions.
• Provide first-line and escalated support for ERP-related user issues during and after implementation.
• Help document workflows, system configurations, and change requests.

End-User Support & Helpdesk

• Serve as the first point of contact for all ICT-related support requests from staff across the three NS Workstations.
• Troubleshoot hardware, software, email, and connectivity issues for laptops, printers, mobile devices, and office networks.
• Maintain a helpdesk ticketing system, ensuring timely resolution and clear communication with users.
• Provide remote support to field staff and employees at remote sites.

Administration of Airtable & JIRA

• Serve as an internal administrator for Airtable, including user access management and troubleshooting
• Serve as an internal administrator for JIRA, including project configuration, workflow management, and user support
• Support teams in optimising their use of both platforms for project tracking, data management, and reporting

Microsoft 365 & Network Administration

• Administer and support Microsoft 365 Apps including Teams, SharePoint, OneDrive,Outlook, Exchange, and the admin center
• Monitor and maintain office networks (Wi-Fi, routers, firewalls) in Nanyuki and other Natural State locations
• Coordinate with internet service providers and external ICT vendors for repairs, upgrades, and installations
• Perform routine system backups and assist with basic cybersecurity hygiene

ICT Administration & Compliance

• Maintain accurate records of ICT assets, software licenses, and equipment inventory
• Assist in preparing ICT reports for internal use
• Support compliance with data protection requirements (e.g., GDPR, Kenyan Data Protection Act)

Qualifications and Experience

Must Have (Applications missing any will not be considered)

• Education: Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field
• Experience: Minimum of 5–7 years of experience in an ICT support or IT officer role (senior level)
• ERP experience: Hands-on experience supporting or assisting in the implementation of an ERP system (Microsoft Dynamics preferred, but other ERPs such as SAP, Oracle NetSuite, Odoo, or similar will be considered)
• Airtable proficiency: Demonstrated ability to design and manage Airtable databased, including creating automations, scripts and integrations.
• JIRA proficiency: Demonstrated experience using and administering JIRA
• Microsoft 365 proficiency: Strong proficiency in Microsoft 365 Apps (Teams, SharePoint, OneDrive, Outlook, Word, Excel, PowerPoint, Exchange, and admin center)
• Hardware skills: Experience troubleshooting laptops, printers, mobile devices, and office networks

Strong to Have (Strongly differentiates candidates)

• Specific Microsoft Dynamics ERP experience (implementation, configuration, or administration)
• Non-profit, conservation, or mission-driven organization experience
• Experience supporting remote or field-based staff with variable internet connectivity
• Experience with data migration, UAT, or user training for new systems
• Proven ability to train staff on new systems and tools
• Experience with helpdesk ticketing systems
• Basic cybersecurity knowledge
• Relational database management proficiency (e.g., Airtable, Smartsheet, Notion databases, or similar)
• ICT asset management or inventory tracking experience
• Experience supporting users across multiple countries or time zones
• Familiarity with data protection regulations (GDPR, Kenyan Data Protection Act)
• ITIL 4 certification (Foundation or higher)

Nice to Have (Tie-breakers only)

• Microsoft Dynamics certification (e.g., MB-910, MB-920)
• Microsoft 365 certification (e.g., MS-900, MD-102)
• CompTIA A+, Network+ certification
• Experience with system integrations
• Experience documenting system workflows and creating training materials

Personal Competencies

• Implementation mindset: Comfortable with change, system testing, and iterative improvement
• Service orientation: A genuine desire to help staff solve technical problems with patience and clarity
• Attention to detail: Careful with data migration, user access, and documentation
• Problem-solving: Ability to diagnose issues methodically, even under pressure
• Communication: Ability to explain technical concepts to non-technical staff
• Training aptitude: Ability to create clear training materials and lead training sessions
• Reliability: Consistently follows through on support requests and implementation tasks

What We Offer

• An opportunity to be part of a globally recognised environmental organization.
• A dynamic, purpose-driven work environment centered on impact and innovation.
• Opportunities for cross-cultural collaboration, professional growth, and continuous learning.

Compensation

• A competitive salary will be offered, commensurate with experience and qualifications. In addition,
• Natural State offers a total of 33 days holiday per year (including annual leave and public holidays)
• and additional office closure days in December, a pension scheme, and medical cover.