ICT Support Specialist
1 week ago
UNICEF is seeking a highly skilled and experienced ICT Assistant to join our team in Nairobi, Kenya. The successful candidate will be responsible for providing technical support and maintenance services to our ICT infrastructure, ensuring that our systems and networks are running smoothly and efficiently.
Key Responsibilities:- Provide first-line technical support to end-users on standard ICT products and services.
- Manage the lifecycle of service calls assigned to him/her, ensuring that calls are resolved and closed in a timely manner.
- Resolve support calls related to UNICEF standard software and hardware, including Office 365 products, email, cloud services, operating systems, laptops, desktops, printers, scanners, and smartphones.
- Provide training and orientation on end-user ICT products and services.
- Perform research from manuals, internet knowledge bases, and collaborate with other help desk analysts in the team to find solutions and workarounds to problems.
- Manage the lifecycle of incidents assigned to him/her in service management tools.
- Resolve incidents related to UNICEF standard software and hardware, including Office products, email, cloud services, operating systems, laptops, desktops, and printers.
- Install, configure, and maintain new end-user ICT equipment, including desktops, laptops, printers, scanners, and smartphones.
- Roll out UNICEF standard operating systems and standard software in end-user computers.
- Sanitize end-user ICT equipment of UNICEF data before disposing.
- Advise users on the lifecycle of end-user ICT equipment.
- Provide basic support to Android and Apple smartphone management.
- Facilitate ICT support to in-house/outside meetings, conferences, workshops, and events.
- Coordinate with facilities focal persons on available ICT facilities.
- Arrange necessary ICT facilities for meetings.
- Provide ICT support during meetings (setup and manage conference services).
- Diploma/Advanced Diploma of Higher Certificate.
- At least 3 years of work experience in ICT Support Services/Helpdesk within an environment of over 200 users in a team.
- At least 3 technical certifications in Operating System environment, Networking, and ICT Support: Microsoft Windows Operating System, MS Office365/Microsoft 365, TCPIP Networking/Network Administration, ICT Security.
- Working environment and proficiency in supporting collaboration tools (Zoom, MS TEAMS, Cloud workspace such as SharePoint, OneDrive, etc.).
- At least 2 years of working experience with remote user support tools.
- 2 years' work experience with international multi-cultural institutions (UN, NGO/multinationals) environment will be an added advantage.
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ICT Support Specialist
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ICT Support Specialist
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