We offer simple, short-term microfinance to formally employed people and bridge the gap in their day-to-day finances. Our product is delivered through our branches and USSD app. Our purpose is to redefine credit in Kenya with simpler, faster and smarter lending solutions.

Responsibilities or duties

Helpdesk Support:

• Respond to IT-related issues and queries via email, phone, or in person.
• Log and track all incidents and service requests, ensuring timely and effective resolution.
• Provide technical assistance and support for incoming queries related to computer systems, software, and hardware.
• Troubleshoot system and network problems, diagnosing and resolving hardware or software faults.

Hardware & Software Maintenance:

• Assist in the setup, configuration, and maintenance of desktop computers, laptops, printers, and peripherals.
• Install, configure, and update software and hardware according to company policies.
• Ensure all equipment is properly maintained and provide support for hardware repairs and upgrades.
• Source hardware and ensure ongoing maintenance for reliability and performance
• Engage suppliers to negotiate better pricing and improve service delivery
• Manage procurement and acquisition of hardware in line with company standards

Network & Systems Support:

• Provide basic network and server support, escalating more complex issues to the appropriate team members.
• Monitor and maintain the company’s computer systems and networks, ensuring availability and performance.
• Assist with user account management, including password resets and access permissions.
• Manage head office & branches connectivity including networking, fibre, and backup connectivity solutions
• Implement and maintain backup connectivity to ensure business continuity
• Train branch staff on proper use of backup connectivity systems
• Build and maintain relationships with network providers (e.g., Safaricom, Airtel) to improve reliability and support

Documentation & Reporting:

• Document issues, resolutions, and help desk processes to improve team knowledge and efficiency.
• Maintain inventory of IT assets, ensuring proper logging and tracking of equipment.
• Assist in the development of user guides and training materials for staff.

Training & Support:

• Provide orientation and guidance to staff on how to operate new software and computer equipment.
• Assist with the onboarding of new employees by setting up their workstations and configuring necessary software.

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

Education:

• Diploma or degree in Information Technology, Computer Science, or a related field.

Experience needed

• 1-2 years of experience in a similar role providing IT support.
• Experience with Windows operating systems, Google Workspace, Microsoft Office Suite, and network troubleshooting.

Skills:

• Strong understanding of computer hardware, software, and networks.
• Good communication and customer service skills.
• Ability to diagnose and resolve basic technical issues.
• Familiarity with remote desktop applications and helpdesk software (e.g., Spiceworks, Jira, etc.).
• Ability to work both independently and as part of a team.
• Electrical knowledge - Power backup solutions

Preferred Qualifications:

• Knowledge of ITIL practices.
• Basic experience in networking.

Personal Attributes:

• Ability to remain calm and patient under pressure.
• Eagerness to learn and grow within the field of building infrastructure and technology.
• Attention to detail and a proactive attitude towards problem-solving.
• Ability to work well under supervision and follow instructions carefully.
• Strong organizational and time management skills.

Working Conditions:

• Onsite support and remote troubleshooting.
• Occasional travel to other branch offices may be required.
• May need to work outside regular hours to resolve critical issues.

• Respond to IT-related issues and queries via email, phone, or in person.
• Log and track all incidents and service requests, ensuring timely and effective resolution.
• Provide technical assistance and support for incoming queries related to computer systems, software, and hardware.
• Troubleshoot system and network problems, diagnosing and resolving hardware or software faults.
• Assist in the setup, configuration, and maintenance of desktop computers, laptops, printers, and peripherals.
• Install, configure, and update software and hardware according to company policies.
• Ensure all equipment is properly maintained and provide support for hardware repairs and upgrades.
• Source hardware and ensure ongoing maintenance for reliability and performance
• Engage suppliers to negotiate better pricing and improve service delivery
• Manage procurement and acquisition of hardware in line with company standards
• Provide basic network and server support, escalating more complex issues to the appropriate team members.
• Monitor and maintain the company’s computer systems and networks, ensuring availability and performance.
• Assist with user account management, including password resets and access permissions.
• Manage head office & branches connectivity including networking, fibre, and backup connectivity solutions
• Implement and maintain backup connectivity to ensure business continuity
• Train branch staff on proper use of backup connectivity systems
• Build and maintain relationships with network providers (e.g., Safaricom, Airtel) to improve reliability and support
• Document issues, resolutions, and help desk processes to improve team knowledge and efficiency.
• Maintain inventory of IT assets, ensuring proper logging and tracking of equipment.
• Assist in the development of user guides and training materials for staff.
• Provide orientation and guidance to staff on how to operate new software and computer equipment.
• Assist with the onboarding of new employees by setting up their workstations and configuring necessary software.

• Strong understanding of computer hardware, software, and networks.
• Good communication and customer service skills.
• Ability to diagnose and resolve basic technical issues.
• Familiarity with remote desktop applications and helpdesk software (e.g., Spiceworks, Jira, etc.).
• Ability to work both independently and as part of a team.
• Electrical knowledge - Power backup solutions

• Diploma or degree in Information Technology, Computer Science, or a related field.
• 1-2 years of experience in a similar role providing IT support.
• Experience with Windows operating systems, Google Workspace, Microsoft Office Suite, and network troubleshooting.
• Knowledge of ITIL practices.
• Basic experience in networking.