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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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+
- IT Governance i.e. ITIL
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
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Job Summary:
The job holder is responsible for 24/7 Service monitoring of all KRA systems and reporting on systems availability.
Key Responsibilities:
Administer Service monitoring tools that give real-time observability to data centre infrastructure, networks, system and business applications and databases.
- Carry out service monitoring at the Network Operation Centre.
- Periodic reporting (Daily, Weekly, Monthly & Quarterly), analysis, and escalation of service outage/degradation incidences observed from automated monitoring tools for the purpose of resolution.
- Assist other ICT sections on root cause analysis of problems flagged as recurrent by automated monitoring tools as well as offering first line support to users.
- Use of appropriate technologies to enhance productivity e.g. E-Mail, Online Meeting and other Internal ERP workflow solutions.
- Negotiate with stakeholders’ e.g. business departments like Customs & Border Control and Domestic Taxes Departments in developing relevant business thresholds and standards for service monitoring.
- Participate in identifying and configuring of the components to be monitored; set up thresholds, and monitor the systems performance, availability and capacity against the defined thresholds.
- Escalate analyzed and categorized alerts to Service desk to defined recipients as per the service Outage notification Procedure and update the escalation procedure
- Perform any other job given/assigned by the supervisor.
- Ensure conformity to ISO (9001/2015 and 27001/2013) and data security requirements.
Academic Qualifications
- Bachelors in Computer Science, Bachelor of Science in Information Technology/ Bachelor of Business Information Technology or its Equivalent
Professional Qualifications
Required Certification
- Linux/Unix Certified Systems Administrator/Microsoft Certified Engineer
Relevant Work Experience
- At least one (1) year work experience in an Information Technology field preferably at Data Centre, Network or end user environment.
Technical Skills Required
Knowledge of Data Centre platform and cloud technologies (Software defined Data Centre, Software defined WAN/LAN), Linux OS, Microsoft Server OS, VMware ESXi platform virtualisation, application containerisation, Storage capacity management or Infrastructure as a Service (IaaS) management tools, Monitoring tools (IBM ITSM, Nagios/NagVis, Grafana, Elastic stack, Zabbix, Cisco ThousandEyes or SolarWinds is an added advantage.
- Ability to install and configure Unix/Linux/ Windows installations.
- Ability to manage systems installations including mix of databases and applications.
Competencies
The post holder must possess:
- Knowledge of desktop software and hardware installation, configuration and support skills
- 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
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