Aga Khan Education Service, Kenya (AKESK)

Role Overview

Working under the direction of the ICT Manager, this role keeps the school's digital infrastructure running reliably so that teaching, learning, and everyday administrative work can continue without interruption. Day to day, it combines hands-on troubleshooting and maintenance with the quieter work of keeping records accurate, procedures documented, and users confident with the technology in front of them. The position matters because the school depends on stable systems and on staff and students who can use those systems well.

Key Responsibilities

• Install, configure, and maintain ICT hardware, software, and network components across the school, ensuring equipment remains serviceable and available for use.
• Act as a point of contact for technical problems raised by staff and students, diagnosing faults, resolving them where possible, and tracking unresolved issues through to completion.
• Monitor and support server infrastructure and wireless access points, including Aruba networks, to keep connectivity consistent across classrooms, offices, and shared spaces.
• Apply cybersecurity best practice and data protection requirements in daily work, covering areas such as system updates, access management, and the safeguarding of school data.
• Maintain an accurate inventory of ICT assets from acquisition through to disposal, and coordinate repairs with external service providers.
• Draft and maintain ICT procedures and user guidance so that recurring tasks and requests are handled consistently across the team.
• Deliver training and one-to-one coaching to non-technical colleagues and students, helping them get more value from the technology available to them.
• Work alongside internal teams and external vendors on installations, upgrades, and service calls, prioritising competing requests and responding promptly when urgent issues arise.

Requirements & Qualifications

• Diploma in Computer Science, Information Technology, or a closely related discipline; a bachelor's degree would be an added advantage.
• Relevant professional certifications such as CCNA, Microsoft Systems Engineering, or ITIL.
• At least two years' experience in a comparable ICT support role; previous work in a school environment is advantageous.
• Demonstrated experience managing network infrastructure and delivering user support within an institutional setting.
• Practical proficiency in installing, configuring, and maintaining ICT hardware, software, and networks.
• Sound working knowledge of cybersecurity best practices and data protection compliance.
• Familiarity with server infrastructure and the management of wireless access points, for example Aruba networks.
• Ability to manage ICT assets, keep inventory records accurate, and coordinate equipment repairs.
• Strong user-facing support skills, including the ability to train and build capacity among non-technical users.
• Clear communication skills and the ability to collaborate effectively with internal colleagues and external vendors.
• Keen attention to detail when diagnosing and resolving ICT issues, with the capacity to prioritise multiple tasks and respond effectively to emergencies.
• A professional, proactive, and responsive approach to service delivery.