• We seek a well-rounded IT professional with 3 years of experience in end-user support, hardware and software troubleshooting, network maintenance, and basic project management. You will work with the ITO Endpoints and Service Desk teams at to support seamless IT operations across Tupande's offices and field locations. You will report to the Tupande Country IT Operations Lead and will work onsite at the Kakamega Headquarters.

Responsibilities

• Develop and adhere to Country IT Operations policies.
• Resolve up to Tier 2 Technical (endpoints, networks, data, and voice accounts) incidents and service requests within the specified Service level agreements.
• Comply to endpoints (laptop and tablets) and networks processes.
• Implement IT support services (e.g. endpoint maintenance, inventory data cleanup, and performance testing).
• Manage medium-complexity projects, potentially spanning multiple countries.
• Deliver high-quality IT projects.
• Independently define project scope, milestones, and timelines.
• Follow Tech standard Project Management Professional (PMP) principles.
• Identify and pursue opportunities for improvement through automation and cost reduction.
• Manage Country IT Operations core metrics within country unit: tracking, accuracy, and improvement.
• Plan and ensure adherence to long-term calendaring for Country IT Operations projects, reporting, and activities.
• Manage 1-3 direct reports aiding their professional development and sustainability.

Career Growth and Development

• We have a strong culture of constant learning and we invest in developing our people. You’ll have weekly check-ins with your manager, access to mentorship and training programs, and regular feedback on your performance. We hold career reviews every six months, and set aside time to discuss your aspirations and career goals. You’ll have the opportunity to shape a growing organization and build a rewarding long-term career.

Qualifications

Across all roles, these are the general qualifications we look for. For this role specifically, you will have:

• Bachelor's Degree in an IT-related course.
• 3+ years of experience in IT end-user support, software, hardware and network support.
• Familiarity with Windows and Android endpoint deployment systems.
• Data analytics skills.
• Inventory management skills.
• Analytical problem solving and problem management skills.
• Incident management skills.
• Basic understanding of electrical principles and devices power ratings.