Brooke East Africa IT Support & MEAL Assistant Jobs in Kenya
Key Responsibilities
Act as an escalation point for the affiliate IT teams by providing Global Tier 4 support for Office 365, Intune and Entra ID tasks. This role will be expected to solve operational/technical problems within their own area of expertise which may often be complex.
Provide Tier 4 technical support to the Global Microsoft Sentinel Workspace that is used to log Information Security Incidents and events for the affiliates that have onboarded to the service.
Providing business critical technical expertise using a unique knowledge set to the Global IT shared services on a weekly rota for the wider Oxfam confederation, providing resolution or escalation of requests through first to fourth line support tasks.
Advising senior management on specialised areas of expertise including training and mentorship of OIS staff and affiliate IT Officers respectively.
Identify support trends and bottlenecks in the Information Systems operations team and escalate them to the IT Operations Manager for appropriate action.
Perform thorough analysis of all incidents to ensure that underlying trends and root causes are identified, permanently resolved, and documented.
Participate in the Problem Management process where appropriate (includes both reactive and proactive modes) to ensure that disruption to business systems is minimized.
Timely resolution of the IT incidents and requests raised by Oxfam International staff escalating and coordinating as necessary to the third line support teams.
Ensure service delivery performance across all supported services is monitored, reported, and meets defined Service Level Objectives.
Perform and propose improvements to routine maintenance activities for OIS and Global Shared Services following a weekly rota.
Implement the agreed IS policies, procedures, and best practices either directly or in collaboration with other OIS teams, Affiliates and external stakeholders.
Contribute to the development and maintenance of knowledge artefacts throughout the service delivery life cycle including the definition of
Standard Operating Procedures.
Managing the deployment, maintenance, and upgrade, of OIS IT systems, including servers, PCs, operating systems, hardware, software, and peripherals across all OIS offices and personnel.
Provide Induction and training to users in all services and technology within the team’s remit.
Offer technical guidance to virtual meetings and, where needed, provide physical support to big conferences.
Maintain the IT asset register for OIS hardware and ensure disposal is done in compliance with the safe electronic and electrical waste standards.
Experience, Knowledge & Competencies
Significant demonstrable IT experience at an operations role.
Experience in working in an enterprise IT environment, having performed operational and break/fix activity.
Proven experience working with and administering Case Management Systems such as ServiceNow.
Proven experience in supporting end users and key stakeholders remotely.
Proven experience administering users in Active Directory and Microsoft Office 365 Exchange
Experience in frontline support for Salesforce
Ability to coordinate with multiple internal teams and third-party software vendors as needed for resolution of business-impacting problems.
Display effective coordination skills.
Strong problem-solving skills
The successful candidate will have excellent communications skills in both written and spoken English. They should be organized and able to work under pressure and should demonstrate a track record of going beyond the expectations of their customers and stakeholders.
Desirable
Experience administering cloud content platforms such as Box.com
Experience administering other enterprise SaaS services.
Experience with the implementation and administration of Microsoft Teams
Experience with PowerShell scripting
Knowledge of ITIL v3/v4
How to Apply
For more information and job application details, see; Brooke East Africa IT Support & MEAL Assistant Jobs in Kenya
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