Family Bank (formely Family Finance Building Society) was registered as a Building Society in October 1984 in Kenya, under the Building Societies Act and commenced operations in the early 1985. Family Bank converted into a fully fledged bank in May 2007 and the main driver for our conversion was the need to offer a wider range of products and services to our...

Officer Enterprise Applications Support

Job Purpose:

To ensure stability, availability, performance, and continuous improvement of the Bank’s enterprise applications by providing first-level technical support, incident resolution, system monitoring, and user assistance. The role is responsible for maintaining optimal functionality of business-critical systems, coordinating issue resolution with internal stakeholders and vendors, supporting system enhancements, and ensuring compliance with regulatory, risk, and operational standards to enable efficient banking operations.

Key Responsibilities:

Application Support & Incident Management

Provide support on the configuration of ICT network systems and ensure efficient performance and deployment of appropriate business and support services.

Manage the performance monitoring of ICT resources and perform advanced diagnosis and resolution of network infrastructure, software and hardware faults.

Troubleshoot system and network problems and diagnose and solve.

Documenting ICT infrastructure and manages entire inventory.

Provide support, including procedural documentation instructions to repair a network fault or set up a system.

Support the roll-out of new applications.

Provide technical support for people using the network and day to day administration and monitoring of network use.

Provide up to date and consistently build specifications and documentation for the core IT infrastructure and IT security infrastructure.

Participation as a key player in the setup of new branches by installing, configuring and supporting all newly installed network equipment.

General technical support to all computer users, both in emergency and routine.

Troubleshooting of all network issues to identify and resolve issues affecting users.

Liaising with the IT Network Manager regarding any technical issues that affect operations at the branch and providing recommendations on how they should best be handled.

Lead the establishment of the networking environment by designing system configuration, directing system installation, defining, documenting and enforcing system standards.

Design and implement new solutions and improve resilience of the current environment.

Maximize network performance by monitoring performance, troubleshooting network problems and outages, scheduling upgrades and collaborating with network architects on network optimization.

Undertake data network fault investigations in local and wide area environments.

Securing network systems by establishing and enforcing policies and defining and monitoring access.

Support and administer firewall environments in line with the Bank’s IT Security policy.

Report on network operational status by gathering and prioritizing information and managing projects.

Upgrading data network equipment to the latest stable firmware releases.

Remote support of on-site engineers and end users/customers during installation.

Remote troubleshooting and fault finding if issues occur upon initial installation.

Capacity management and audit of IP addressing and hosted devices within data centres

Network Security and Compliance

Support the implementation of Next-Generation Firewalls, Intrusion Prevention Systems (IPS), and Secure Web Gateways.

Manage the support and administration of Next-Generation Firewalls, Secure Web gateways and other network security devices

Implement the secure remote user access and manage Virtual Private Networks (VPN) for secure remote work.

Support the Implementation and secure partner connections and manage site to site partner vpns

Assess network security risks, evaluate, recommend and implement as necessary.

Support closure of audit findings within the network infrastructure

User Training

Training of users where user knowledge / skills are deficient

Providing IT training to branch ICT contacts as required on basic network configurations, and VOIP telephony issues.

Academic & Professional Qualifications

Holder of bachelor’s degree in Telecommunications, Computer Science or Information Technology related field.

Professional technical qualifications such as CCNA

Professional technical qualifications such as checkpoint certified security administrator (CCSA)

Experience Requirements

1–2 years of experience in IT networking and infrastructure,

Advanced understanding of BGP, OSPF, MPLS, and VLANs for large-scale, complex, and high-availability LAN/WAN infrastructures.

Knowledge of network technologies, including SD-Access and SD-WAN.

Configuring and maintaining firewall appliances (e.g., Checkpoints & Cisco FTD) and VPN solutions to protect against threats.

Threat Detection & Access Control: Experience with Intrusion Detection/Prevention Systems (IDS/IPS), network access control (NAC), and managing user access (RADIUS, TACACS+).

Experience with IP Telephony and Unified Communications systems.

• Provide support on the configuration of ICT network systems and ensure efficient performance and deployment of appropriate business and support services.
• Manage the performance monitoring of ICT resources and perform advanced diagnosis and resolution of network infrastructure, software and hardware faults.
• Troubleshoot system and network problems and diagnose and solve.
• Documenting ICT infrastructure and manages entire inventory.
• Provide support, including procedural documentation instructions to repair a network fault or set up a system.
• Support the roll-out of new applications.
• Provide technical support for people using the network and day to day administration and monitoring of network use.
• Provide up to date and consistently build specifications and documentation for the core IT infrastructure and IT security infrastructure.
• Participation as a key player in the setup of new branches by installing, configuring and supporting all newly installed network equipment.
• General technical support to all computer users, both in emergency and routine.
• Troubleshooting of all network issues to identify and resolve issues affecting users.
• Liaising with the IT Network Manager regarding any technical issues that affect operations at the branch and providing recommendations on how they should best be handled.
• Lead the establishment of the networking environment by designing system configuration, directing system installation, defining, documenting and enforcing system standards.
• Design and implement new solutions and improve resilience of the current environment.
• Maximize network performance by monitoring performance, troubleshooting network problems and outages, scheduling upgrades and collaborating with network architects on network optimization.
• Undertake data network fault investigations in local and wide area environments.
• Securing network systems by establishing and enforcing policies and defining and monitoring access.
• Support and administer firewall environments in line with the Bank’s IT Security policy.
• Report on network operational status by gathering and prioritizing information and managing projects.
• Upgrading data network equipment to the latest stable firmware releases.
• Remote support of on-site engineers and end users/customers during installation.
• Remote troubleshooting and fault finding if issues occur upon initial installation.
• Capacity management and audit of IP addressing and hosted devices within data centres
• Support the implementation of Next-Generation Firewalls, Intrusion Prevention Systems (IPS), and Secure Web Gateways.
• Manage the support and administration of Next-Generation Firewalls, Secure Web gateways and other network security devices
• Implement the secure remote user access and manage Virtual Private Networks (VPN) for secure remote work.
• Support the Implementation and secure partner connections and manage site to site partner vpns
• Assess network security risks, evaluate, recommend and implement as necessary.
• Support closure of audit findings within the network infrastructure
• Training of users where user knowledge / skills are deficient
• Providing IT training to branch ICT contacts as required on basic network configurations, and VOIP telephony issues.

• BGP
• OSPF
• MPLS
• VLANs
• SD-Access
• SD-WAN
• Firewall appliances (Checkpoints & Cisco FTD)
• VPN solutions
• Intrusion Detection/Prevention Systems (IDS/IPS)
• Network access control (NAC)
• RADIUS
• TACACS+
• IP Telephony
• Unified Communications systems

• Bachelor’s degree in Telecommunications, Computer Science or Information Technology related field.
• Professional technical qualifications such as CCNA
• Professional technical qualifications such as checkpoint certified security administrator (CCSA)