IT Job At Username Properities

ICT SUPPORT OFFICER

Position Overview

The ICT Support Officer will provide dependable day-to-day technology assistance to employees and help maintain the organisation's computing environment. The role will support the availability, security and performance of computers, applications, networks and other ICT infrastructure while ensuring users receive practical and timely solutions to technical challenges.

The position will focus on:

• Providing prompt technical support and resolving user issues from initial diagnosis through to closure.

• Supporting the operation and upkeep of ICT systems, networks, devices and related infrastructure.

• Investigating hardware, software, connectivity and system faults.

• Assisting with information security, data backup and recovery activities.

• Helping employees use technology effectively, securely and in accordance with approved practices.

Key Responsibilities

1. End-User Technical Support

• Serve as the first point of contact for employees experiencing ICT-related problems.

• Investigate and resolve hardware, software, connectivity and general technology issues.

• Communicate technical solutions in straightforward language that users can easily understand.

• Assist employees with the installation, setup and troubleshooting of audio-visual equipment used for meetings, presentations and organisational events.

• Provide guidance on safe, efficient and appropriate use of company technology.

• Maintain clear records of reported incidents, troubleshooting actions, solutions provided and outstanding issues.

• Refer complex or unresolved problems to the appropriate ICT manager, technical specialist or external service provider.

• Follow up on escalated issues to ensure they are resolved within the required timeframe.

2. Hardware and Software Administration

• Assist with deploying, configuring and maintaining computers, operating systems, software applications, peripherals and other ICT devices.

• Diagnose hardware failures, application errors, operating system problems and connectivity faults.

• Carry out scheduled inspections and preventive maintenance on ICT equipment.

• Monitor equipment and system behaviour to identify potential failures before they disrupt operations.

• Install, configure and support audio-visual technology.

• Apply approved software updates, patches, fixes and security releases.

• Troubleshoot system errors, reinstall applications and coordinate the repair or replacement of defective components where necessary.

• Keep updated inventories and maintenance records covering ICT assets, repairs, replacements and servicing activities.

3. Network Support

• Investigate connectivity and network problems affecting employees and business activities.

• Assist with routine network maintenance to support availability and minimise service interruptions.

• Help maintain network cabling, equipment and related infrastructure in an orderly and functional condition.

• Perform basic connectivity tests and support approved network configuration activities.

• Escalate advanced network faults to the ICT Infrastructure & Support Manager or designated service provider.

4. System Monitoring and Maintenance

• Monitor the performance and availability of ICT systems and report emerging concerns promptly.

• Conduct routine maintenance, system checks, updates and basic performance optimisation.

• Support the deployment of security patches and other approved controls designed to protect system integrity.

• Assist in keeping ICT infrastructure stable, secure and operational.

• Maintain appropriate records of maintenance work, system changes and technical interventions.

5. Backup and Data Recovery

• Support the implementation and routine operation of ICT backup procedures for important business information.

• Help ensure backup data is stored securely and can be accessed when required.

• Assist with restoring data following accidental loss, system failure or other technology-related incidents.

• Perform scheduled checks to confirm that backup processes are functioning correctly and stored data remains accessible.

• Report failed backups, recovery concerns or other data-protection issues without delay.

6. General Support

• Provide additional ICT assistance and undertake other duties assigned by management in line with the requirements of the role.

Minimum Requirements

• Bachelor's degree in Information Technology, Information Systems or another relevant discipline.

• At least three years of relevant experience supporting computer systems, networks, hardware, software and end users.

• Professional certification such as CompTIA A+, CompTIA Network+, CCNA, CompTIA Server+ or Google IT Support is required.

• Practical experience diagnosing and resolving computer, network, peripheral, software and connectivity problems.

• Good knowledge of ICT maintenance, basic networking, data backup and fundamental information-security practices.

Core Competencies

• Strong technical troubleshooting and diagnostic capability.

• Sound analytical and critical-thinking skills.

• Effective problem-solving and decision-making ability.

• Excellent verbal and written communication.

• Ability to explain technical matters clearly to users without a technical background.

• Strong collaboration and teamwork skills.

• High attention to detail and a proactive approach to identifying technical issues.

• Ability to organise, prioritise and close support requests within agreed timelines.

• Strong customer-service mindset and commitment to providing positive user support.

Compensation

Gross monthly salary: KES 50,000 – KES 60,000.

Application

Application Guidelines: 

• How to Apply: Submit your application via recruitment@username.co.ke

• Deadline: Applications close on 21st August 2026