Senior Officer - IT, AIM (Kisii/Kakamega)

JOB SUMMARY

The Senior Officer, IT will be responsible for providing comprehensive IT support to the Regional Office(s) and branches within the assigned region(s). The position will provide first-level support for hardware, end-user devices, software, internet and network connectivity, and business applications used by the Regional Office, branches, and programme teams. The role will ensure timely issue resolution, user support, and documentation in line with BI Technology standards.

RESPONSIBILITIES

• Deliver first-line support for all country business applications (BInsight, sbiCloud, Orbit, etc.).
• Coordinate with the Senior Manager, IT to log, monitor, and resolve user issues efficiently.
• Triage complex technical issues that cannot be resolved on-site and escalate them to the appropriate internal teams (e.g. HO IT, product management, program) with detailed documentation and a clear root-cause analysis through Jira.
• Ensure stable and secure connectivity across all offices by managing routers, switches, and wireless access points. Diagnose and resolve network issues promptly.
• Install, configure, and maintain laptops, desktops, printers, scanners, and other IT equipment. Provide timely technical support to end-users and assist in implementing endpoint protection, antivirus, and patch management solutions.
• Build and maintain strong, positive relationships with end users by understanding their business needs, managing their expectations, and providing exceptional service.
• Act as the primary liaison between the field, program and the Country IT team, ensuring seamless communication and alignment on technology initiatives.
• Maintain accurate and timely records of all support activities, including technical issues, resolutions, and client communication, in our ticketing and knowledge base systems.
• Provide in-person training and support to end-users on application usage and best practices. Assist with the technical onboarding of new employees or clients at their location.
• Establish and enforce IT policies, procedures, and best practices to ensure compliance with global standards and regulatory requirements.

EXPERIENCE 

• 2-3 years of experience in a technical support, application support, or field service role.
• Proven experience with software troubleshooting, software configuration, application error handling and application support
• Experience working in international NGO/development sector will be highly preferred.
• Familiarity with cloud-based systems, data governance, and digital transformation.

KNOWLEDGE, SKILLS & COMPETENCIES (required to perform all the responsibilities of this role):

• Proficiency in troubleshooting and resolving software application issues.
• Basic understanding of networking principles (TCP/IP, LAN/WAN, firewalls).
• Strong knowledge of operating systems (e.g., Windows, macOS, Linux).
• Exceptional problem-solving and analytical skills.
• Strong interpersonal and communication skills with the ability to explain complex technical concepts to non-technical audiences.
• Strong communication and stakeholder management skills to work across functions and cultures.
• Excellent organizational skills and the ability to manage multiple priorities.
• High level of integrity, accountability, and commitment to organizational values.
• Decision-making ability, balancing technical requirements with business needs and capacity to manage change and foster adoption of new technologies
• Willingness and ability to travel extensively to client sites.