ICT Support Assistant at VisionFund Kenya

• The ICT Support Assistant will provide first-line technical support to users within the Organization. This role involves troubleshooting, resolving hardware and software issues as well as ensuring seamless operation of IT systems that support Financial Services. He/ She is expected to uphold strong technical skills, excellent customer service abilities and a solid understanding of Organization Operations.

The holder of the position will focus on and deliver the following key responsibilities:

• Provide timely and professional technical support via phone, email, and in-person.
• Assist with issues related to software, hardware, and network connectivity.
• Maintain accurate support records and ensure effective documentation retrieval.
• Log, track, and resolve incidents using ticketing systems, adhering to SLAs.
• Diagnose and fix issues with desktops, laptops, printers, mobile devices, and other IT equipment.
• Minimize risks and improve IT system performance.
• Conduct routine maintenance tasks (e.g., software updates, backups, diagnostics).
• Manage IT assets including inventory tracking and lifecycle oversight.
• Lower maintenance costs and improve asset traceability.
• Support the ICT Assistant Manager in delivering user training and creating IT guides.
• Collaborate with the IT team on projects and improvement initiatives.
• Foster an adaptive and efficient work environment
• Enforce adherence to IT security policies and procedures.
• Help protect sensitive financial data.
• Reduce legal liabilities by maintaining compliance with relevant standards.

JOB REQUIREMENTS

• Certificate/Diploma/ Degree in Information Technology, Computer Science or a related field preferred.
• A minimum of 1 year of experience as technical support is an added advantage
• Excellent written and verbal communication skills, with attention to detail and accuracy.
• Proficiency in Windows and Mac operating systems
• Familiarity with common software applications (e..g Microsoft Office Suite, Finance-related Software)
• Knowledge in basic networking principles and troubleshooting.
• Ability to multitask, prioritize tasks, and meet deadlines in a fast-paced environment.
• Ability to demonstrate professionalism, discretion and confidentiality
• The candidate must be a professing and practicing Christian whose conduct and depth of character are governed by personal Christian convictions.