Job particulars
- Job title
- Senior Officer – IT, AIM
- Hiring organisation
- s Expand Recruitment Services
- Location
- Kakamega, Kenya
- Employment type
- Full-time
- Work arrangement
- On-site
- Industry
- IT
- Level
- Management
- Experience
- 2+ years
- Posted
- 29 Sept 2026
- Closing date
- 9 Oct 2026
Key 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.
Candidate requirements
- 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.
- 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.
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Hiring organisation
s Expand Recruitment Services