Background information about the job or company (e.g., role context, company overview)

Madison Group Limited is a locally owned financial services holding company that specializes in Insurance and wealth management services. The Group comprises of Madison Life Assurance Kenya Limited, Madison General Insurance Kenya Limited, and Madison Investment Managers Limited. Madison Life Assurance Kenya was originally incorporated under Kenyan Laws in 1988 as Madison Insurance Company Limited (MICK) after a successful merger between Crusader Plc (1974) and Kenya Commercial Insurance Corporation.

Responsibilities or duties

Serve as the Single Point of Contact for all IT-related issues and requests.

Provide first-line technical support for incidents received through calls, emails, ticketing systems and walk-ins.

Log, categorize, prioritize, troubleshoot and resolve incidents within agreed SLAs.

Escalate unresolved incidents to 2nd line support teams or vendors while maintaining ownership of the incident lifecycle.

Support Windows OS, Microsoft Office Suite, email systems, printers, VPN connectivity, network access and user accounts.

Process and fulfil service requests including account creation, password resets, access provisioning and software installation.

Provide remote support using approved tools and assist with installation/configuration of desktops, laptops, printers and mobile devices.

Ensure compliance with access management policies and procedures.

Perform basic network troubleshooting including TCP/IP, DNS, DHCP, LAN/WAN, Wi-Fi and VPN connectivity.

Maintain accurate support documentation, knowledge base articles, IT asset inventory and service records.

Prepare and circulate IT service desk reports and performance updates.

Work with internal teams and external vendors to ensure efficient service delivery and business continuity

Qualifications or requirements (e.g., education, skills)

Strong analytical, troubleshooting, and problem-solving skills.

Excellent verbal and written communication skills with strong customer service orientation.

Ability to communicate effectively with both technical and non-technical users.

Ability to work under pressure, prioritize tasks and manage multiple assignments effectively.

High level of professionalism, integrity and customer focus.

Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field.

Professional certifications such as ITIL Foundation Certification, CompTIA A+, Network+, Microsoft certifications, or related certifications will be an added advantage.

Basic networking knowledge including TCP/IP, DNS, DHCP, LAN/WAN, Wi-Fi troubleshooting, and VPN connectivity.

Good understanding of Microsoft Windows Operating Systems, Microsoft Office Suite, Active Directory, remote support tools and ticketing systems.

Understanding of cybersecurity and access control best practices.

Experience needed

Minimum of 2-4 years of experience in IT support or service desk environment

• Serve as the Single Point of Contact for all IT-related issues and requests.
• Provide first-line technical support for incidents received through calls, emails, ticketing systems and walk-ins.
• Log, categorize, prioritize, troubleshoot and resolve incidents within agreed SLAs.
• Escalate unresolved incidents to 2nd line support teams or vendors while maintaining ownership of the incident lifecycle.
• Support Windows OS, Microsoft Office Suite, email systems, printers, VPN connectivity, network access and user accounts.
• Process and fulfil service requests including account creation, password resets, access provisioning and software installation.
• Provide remote support using approved tools and assist with installation/configuration of desktops, laptops, printers and mobile devices.
• Ensure compliance with access management policies and procedures.
• Perform basic network troubleshooting including TCP/IP, DNS, DHCP, LAN/WAN, Wi-Fi and VPN connectivity.
• Maintain accurate support documentation, knowledge base articles, IT asset inventory and service records.
• Prepare and circulate IT service desk reports and performance updates.
• Work with internal teams and external vendors to ensure efficient service delivery and business continuity

• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent verbal and written communication skills with strong customer service orientation.
• Ability to communicate effectively with both technical and non-technical users.
• Ability to work under pressure, prioritize tasks and manage multiple assignments effectively.
• High level of professionalism, integrity and customer focus.
• Basic networking knowledge including TCP/IP, DNS, DHCP, LAN/WAN, Wi-Fi troubleshooting, and VPN connectivity.
• Good understanding of Microsoft Windows Operating Systems, Microsoft Office Suite, Active Directory, remote support tools and ticketing systems.
• Understanding of cybersecurity and access control best practices.

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field.
• Professional certifications such as ITIL Foundation Certification, CompTIA A+, Network+, Microsoft certifications, or related certifications will be an added advantage.