Vacancies at Calltronix Contact & Training Centre

Position Objective:

In this dual-role position, you will be responsible for configuring, customizing, and maintaining our CRM system (KatiCRM.) to meet business needs, as well as developing and delivering training to end-users to ensure effective adoption and usage.

Key Responsibilities:

CRM Configuration & Support:

• Configure CRM system settings, fields, workflows, dashboards, user roles, and access controls.
• Collaborate with stakeholders to gather and analyze business requirements.
• Customize CRM modules to align with business processes and best practices.
• Conduct system testing and troubleshoot technical issues or bugs.
• Coordinate with vendors or internal developers for advanced customization or integration tasks.
• Maintain system documentation, including change logs and configuration records.

Training & User Support:

• Design, develop, and deliver comprehensive CRM training programs for users across departments.
• Create and share project training plan prior to the commencement of training
• Create and share a project training report at the end of the training
• Create user manuals, training materials, video tutorials, and job aids.
• Provide one-on-one and group training sessions, both in-person and virtually.
• Serve as the first point of contact for user support and guidance on CRM usage.
• Collect feedback from users and recommend improvements in system use or configuration.

Required Skills & Qualifications:

• Degree in Information Technology, Business, Computer Science or related field.
• Strong understanding of CRM processes (sales, marketing, service).
• Excellent communication and presentation skills.
• Ability to translate technical concepts into user-friendly language.
• Proficient in documentation and training content creation.

Preferred Qualifications:

• CRM certification (e.g., Salesforce Admin, Dynamics 365 Functional Consultant).
• Experience with data migration, reporting, or CRM integrations.
• Familiarity with change management and user adoption strategies.
• 2+ years of experience

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Position Objective:

To provide first-line IT support in alignment with ITIL best practices, ensuring timely resolution of incidents, service requests, access issues, and system events. The IT Operations Engineer – Associate (L1) aims to maintain operational stability, service availability, and business continuity for Calltronix Kenya Limited while delivering high-quality customer service and adhering to governance and information security standards

Specialized Duties:

Incident Management

• Log, categories, priorities, and manage incidents in the approved IT Service Management (ITSM) tool.
• Perform first-level diagnosis and troubleshooting using SOPs, knowledge base articles, and documented work instructions.
• Restore normal service operation as quickly as possible to minimize business impact.
• Escalate unresolved, complex, or high-impact incidents to Level 2 according to defined escalation procedures.
• Maintain clear, accurate, and complete incident records for audit and reporting purposes.
• Provide timely status updates to stakeholders until resolution and formal closure.

Service Request Management

• Process and fulfil standard service requests, including user account provisioning, password resets, software installations, and access changes.
• Validate approvals and authorizations before executing requests.
• Ensure service requests are completed within agreed SLA targets.
• Maintain documentation to support compliance and internal audit requirements.

Access Management & Identity Control

• Verify user identity before granting, modifying, or revoking access.
• Apply role-based access control (RBAC) principles in line with company policies.
• Ensure strict adherence to least-privilege access standards.
• Escalate non-compliant or suspicious access requests according to security protocols.

Event Monitoring & Operational Support

• Monitor system alerts, dashboards, and notifications.
• Perform routine system health checks for telephony, CRM platforms, endpoints, and network connectivity.
• Proactively escalate identified risks or potential service disruptions.
• Support operational readiness across shifts to maintain service continuity.

Documentation & Knowledge Management

• Maintain high-quality, detailed ticket documentation in the ITSM system.
• Contribute to the development and continuous improvement of the knowledge base.
• Identify recurring issues and support trend analysis by reporting patterns to Level 2.
• Ensure documentation aligns with internal governance and audit standards.

Customer Experience & Communication

• Deliver professional, solution-oriented support aligned with service excellence standards.
• Communicate clearly with technical and non-technical stakeholders.
• Manage user expectations regarding resolution timelines and service limitations.
• Confirm user satisfaction before ticket closure.

Compliance, Governance & Information Security

• Adhere strictly to Calltronix IT governance, data protection, and information security policies.
• Maintain confidentiality, integrity, and availability of information assets.
• Ensure full compliance with access verification and change control procedures.
• Immediately report suspected security incidents, breaches, or policy violations following incident response procedures.

Recruitment Criteria:

Required Education:

• Diploma or Bachelor’s Degree in Information Technology, Computer Science, Information Systems, or a related discipline.

Required Experience:

• 1–2 years’ experience in an IT service desk or technical support role.
• Experience in a 24/7 operational or enterprise support environment is advantageous.

Required Skills:

• Proficient in troubleshooting Windows OS, end-user devices, and basic networking (TCP/IP, LAN, Wi-Fi, DNS, DHCP).
• Familiarity with telephony, CRM platforms, ITSM/ticketing tools, and remote support.
• Understanding of access control, cybersecurity fundamentals, and ITIL® processes.
• Relevant vendor certifications (Microsoft, networking, telephony) are advantageous.
• Strong customer service mindset and clear communication skills.
• Analytical problem-solving with structured troubleshooting.
• Ability to work under pressure while maintaining integrity, confidentiality, and accountability.
• Collaborative team player across functional units.