Background

Sama is the global leader in ethical data annotation and model evaluation solutions for computer vision, generative AI and other major applications of artificial intelligence. Our solutions minimize the risk of model failure and lower the total cost of ownership through an enterprise ready ML-powered platform, actionable data insights uncovered by proprietary algorithms, and a highly skilled on-staff team of over 5,000 data experts. 25% of Fortune 50 companies, including GM, Ford, Microsoft and Google, trust Sama to help deliver industry-leading ML models.

Read more about this company

Job Type

Full Time

Qualification

BA/BSc/HND

Experience

1 - 3 years

Location

Nairobi

Job Field

ICT / Computer

Role Context

In preparation for Samasource’s next phase of growth, we are searching for a seasoned IT Support Advisor. The incumbent is responsible for supporting the organization's computing infrastructure.

Key Responsibilities:

• Respond to internal users' IT support requests via Help desk ticketing system.
• Diagnose and troubleshoot hardware, software, and network issues.
• Provide timely resolution of technical problems, ensuring minimal disruption to user productivity.
• Installing, configuring, upgrading and repairing PC hardware & software.
• Assist with onboarding new employees by setting up computers, accounts, and access permissions.
• Conduct periodic backups of the identified information systems.
• Provide training and guidance to end users on IT-related best practices, security policies, and tools.
• Monitor and report on recurring technical issues to identify opportunities for process improvement.
• Logging of incidences in an accurate and informative manner as and when they occur.
• Maintain inventory of IT equipment.
• Regularly conduct preventive maintenance on company hardware (computers, network devices) to ensure optimal performance and prevent system failures.
• Ensure compliance with company IT policies and security protocols.
• Escalate complex issues to higher-level IT support as necessary.

Minimum Qualifications

Education:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Relevant IT certifications such as CompTIA A+, ITIL, Cisco, Microsoft or Cloud Infrastructure Certifications are a plus.

Experience:

• 1-3 years of experience in an IT support/helpdesk role.
• Hands-on experience with Windows and macOS operating systems.
• Familiarity with networking basics (TCP/IP, DNS, DHCP).
• Experience with troubleshooting hardware and software issues

• Respond to internal users' IT support requests via Help desk ticketing system.
• Diagnose and troubleshoot hardware, software, and network issues.
• Provide timely resolution of technical problems, ensuring minimal disruption to user productivity.
• Installing, configuring, upgrading and repairing PC hardware & software.
• Assist with onboarding new employees by setting up computers, accounts, and access permissions.
• Conduct periodic backups of the identified information systems.
• Provide training and guidance to end users on IT-related best practices, security policies, and tools.
• Monitor and report on recurring technical issues to identify opportunities for process improvement.
• Logging of incidences in an accurate and informative manner as and when they occur.
• Maintain inventory of IT equipment.
• Regularly conduct preventive maintenance on company hardware (computers, network devices) to ensure optimal performance and prevent system failures.
• Ensure compliance with company IT policies and security protocols.
• Escalate complex issues to higher-level IT support as necessary.

• Troubleshooting hardware and software issues
• Windows and macOS operating systems
• Networking basics (TCP/IP, DNS, DHCP)
• Help desk ticketing system
• IT support

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Relevant IT certifications such as CompTIA A+, ITIL, Cisco, Microsoft or Cloud Infrastructure Certifications are a plus.