ICIPE IT Job vacancies in Kenya-Support Technician

ICIPE ICT Jobs In Kenya

icipe — African Insect Science for Food and Health is a world-class research centre with a mission to alleviate poverty by ensuring food security, improving health, protecting the environment and building the capacity of researchers and communities across the developing world through the application of insect sciences.

Employing more than 500 national and international staff, icipe is headquartered in Nairobi, Kenya
with outpostsin Ethiopia and on the shores of Lake Victoria in western Kenya.

icipe has a proud reputation and history of delivering world-quality science that has made crucial contributions to African food and health policy, delivered development outcomes to rural communities and has been at the forefront of building Africa’s biological
research capacity. The Centre’s research activities span the African continent with partnerships linking research organisations not only across Africa but also the globe.

icipe wishes to recruit a suitable person to fill the position of ICT Support Technician at the Centre. This is alocal (national) position that offers a two-year contract that is renewable.


The position is central to ensuring the efficient use of ICT equipment, applications and resources on the campusthrough the resolution of high-end problems and passing on of knowledge and experience. The successfulcandidate will be responsible for resolving requests logged by users on campus.
IT Support Technician Job Responsibilities

The Support Technician will perform the following duties, among others:

• Provide technical support to the users on the campus by diagnosis and resolution of ICT problems withinan assigned timeframe;
• Participate in projects that are implemented by the ICT team, including the roll-out of new applicationsand equipment;
• Provide the link between ICT Support Services and the infrastructure team to ensure that essential tasksare carried out and do not fall between the two teams;
• Keep the help desk status for requests up-to-date, attempt to resolve a problem as soon as possible butdefinitely within the timeframe set by the priority level and close the call as soon as the problem has beenresolved to the satisfaction of the user;
• Monitor the implementation of policies, procedures and standards on the campus, and make thenecessary corrections where necessary;
• Identify commonly recurring requests for assistance and provide advice on how these can be preventedor minimised, through training and user awareness;
• Research into finding more effective ways of using and configuring applications that can then be rolledout across the campus or posted to the intranet and communicated to users for their use;
• Keep up-to-date with changes and advancements in ICT Support Services and the type of applications that are supported and make suggestions for improvements to the services provided.

Performance standards & indicators for the job

• Smooth day-to-day running of ICT resources.
• Customer satisfaction among the users on campus.
• Monthly help desk reports that show that service requests are being resolved within the expected timeframe and that recurrence of common problems is reduced.
• Efficient use of ICT equipment, applications and resources by users on the campus.
• Useful user awareness documents are posted on the intranet.
• Projects are well planned and implemented in a timely manner.

Qualifications 

• Be a holder of a first degree in computer science.
• At least three years working experience as an ICT Support Technician.
• Certification as a Microsoft Certified Systems Engineer (MCSE) or equivalent.
• Information Technology Infrastructure Library (ITIL) certification will be an added advantage.

Competencies

• Advanced proficiency in the core applications used at icipe (including the Microsoft Office 365 applications
• and services).
• Working knowledge of ICT Help Desk systems.
• Ability to communicate fluently in English.

Other desirable attributes

• Good communication and interpersonal skills with the ability to pass on information clearly to users and to grasp the difficulties that they perceive.
• Strong customer service orientation that establishes a good working relationship with users, with the
• ability to pass on knowledge and experience to others.
• Organised, dynamic self-starter who sees the position as a step in their career development.
• Good logical diagnostic skills and ability to exercise good judgment in the resolution of problems.
• Ability to multi-task in dealing with several different problems at a time.
• Ability to meet deadlines, monitor and follow-up on pending matters under minimum supervision.

Reporting

• The position reports to the ICT Manager.
• The selected candidate should be available to start as soon as possible.

How to Apply

Applications will be accepted up to 1st August 2015, or until the position is filled, whichever is earlier.

Interested applicants should submit a confidential cover letter, detailed CV with names and addresses of 3 referees (including e-mail addresses, fax numbers), and a statement of suitability.

Candidates are required to apply online HERE