IT Associate at Aga Khan Education Service, Kenya (AKESK)

Role Summary

• The IT Associate will provide technical support for the delivery of the Information Technology function and will be responsible for providing first-line end-user support for the implementation, maintenance, use and continuous improvement of IT services, infrastructure, systems and cybersecurity controls, while ensuring compliance with organisational standards and service levels.

Key Responsibilities:

IT Service Delivery and End-User Support:

• Ability to provide first-line end-user support and resolve IT incidents and service requests within defined service levels.
• Ability to maintain accurate documentation and keep the IT helpdesk system updated.
• Strong customer-service orientation in supporting users with technology-related requirements.

Technology Infrastructure

• Ability to support the planning, implementation, maintenance and continuous improvement of technology infrastructure, including computer networks, cloud services, telephony, computing devices, education technology, teaching and learning equipment, and security and surveillance systems.
• Ability to maintain appropriate documentation relating to technology infrastructure.

Information Security:

• Understanding of cybersecurity policies, controls, compliance programmes and industry standards.
• Ability to support security assessments, penetration testing and remediation activities.
• Understanding of identity management, vulnerability management and security awareness.
• Ability to support cybersecurity incident response and post-incident review processes.
• Knowledge of data protection and other applicable statutory requirements from an IT perspective.

Information Systems, Data and Digital Solutions:

• Ability to support the implementation, maintenance, licensing and effective utilisation of approved information systems, education technology and digital solutions.
• Ability to support technology and digital transformation initiatives aimed at improving educational delivery, operational efficiency and user experience.
• Ability to support data warehouse and analytics tools used for dashboard reporting.

IT Asset, Project and Vendor Support:

• Ability to support the management of the lifecycle of IT assets and software licences.
• Ability to maintain accurate IT asset and software subscription records.
• Ability to support the planning, procurement, deployment, maintenance and disposal of IT assets.
• Ability to support assigned technology projects and workstreams within agreed scope, quality, budget and timelines.
• Ability to support vendor identification, technical evaluations, vendor coordination, service-level monitoring and vendor performance reviews.
• Understanding of backup, recovery, resilience and business continuity processes.

Core Attributes:

• Strong analytical and problem-solving skills.
• Ability to document, communicate, coordinate and present effectively in English.
• Ability to work effectively within a team environment.
• Professional, ethical and confidential approach to handling information and providing IT services.

The requirements

Qualifications and Experience:

• Diploma in Computer Science, Information Technology, Information Management, or a related field from a recognised institution.
• Relevant technical certifications.
• Minimum of 2 years’ experience in IT support.