Job Summary:

The jobholder is responsible for carrying out 2nd Line service support activities mainly supporting hardware, software and computer systems.

Key Responsibilities:

Attend to service requests and incidents assigned to them within defined SLA.
Troubleshooting system and network problems diagnosing and solving both hardware and software faults.
Configuring, deploying, troubleshooting, repairing, and maintaining end user equipment and accessories.
Setup and supports audio /visual equipment for presentations and other meetings
Setup and support of virtual meeting solutions, Webex, Zoom, Teams etc.
Establishes good working relationship with customers by keeping them updated on the progress made concerning their requests and in case of any escalations.
Installation & configuration of computer hardware operating systems and applications.
Maintaining and monitoring of computer networks and systems.
Logging the queries of end users in the incident management tool.
Capturing resolution details into the knowledge base system
Testing and evaluating new technology.
Replace computer parts as required
Ensure conformity to ISO (9001/2015 and 27001/2013) and data security requirements.

Academic Qualifications

Bachelor’s degree in Computer Science, IT or a related field
Master’s degree in Computer Science, Business Administration or related Postgraduate degree will be an added advantage

Professional Qualifications

The following certifications will be an added advantage:

Relevant Work Experience Required

Technical Skills Required

Key Competencies:

Excellent listening and questioning skills combined with the ability to interact confidently with users to establish what the problem is and explain the solution
Ability to be Team player
Problem solving skills
Customer focus
Ability to prioritize workload

Officer – Service Support at Kenya Revenue Authority (KRA) Full Time

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