Associate, IT SupportAbout Palladium:Palladium is a global company working todesign, develop and deliver positive impact on the lives and livelihoods ofpeople around the globe; broaden access to health, water, power, andinfrastructure; build enduring, sustainable, and transformative institutionsand market systems to address global challenges; and conserve the naturalworld.
We operate in over 90 countries and have a workforce of 3, talented,motivated, and diverse staff of all religions, races, languages, and genderidentities.
This Opportunity:In the role of Associate, IT Support, you will ensure that endusers of the organisation receive effective and timely ICT support inaccordance with SLAs.
Similarly, you will perform varying day-to-dayoperational activities in a timely manner and to a high standard and supporttechnological infrastructure and networks as required.
Your participation inICT projects and initiatives will be required from time to time.To be successful in this role you will have the experience tohandle a wide range of ICT support duties and related tasks; excellentcustomer-service skills; be able to work collaboratively with different teamsand stakeholders; and be well organised, flexible, and enjoy the challenges ofsupporting our employees.Location:Theposition is based in Palladium's Nairobi, Kenya office.
Reporting Lines:The role will report to the SystemsArchitect, Global ICT.
Reporting requirements mayinclude but are not limited to:Attendance at team meetings, other requested meetings and regional meetings (.
townhalls)Regular (minimum of monthly) one to one meetings with your line manager on the status of personal Key Result Areas (KRAs), career development discussions and any other mattersPalladium encourages flexible work practices to enhance wellbeing, productivity and team culture.
For this role, we require that employees maintain an in-office presence for at least 50% of their working week.
For example, if an employee works five days a week, they must spend at least three days physically in the officeThe role is part of the Global ICT teamThe role liaises with managers, other employees, software and hardware vendors, service providers and other stakeholders as requiredMaintains close working relationships with the Systems Architect, Systems Administrator – Global, Systems Developers, IT Security Manager to ensure consistency and alignment with global policies, processes and standardsPrimaryRoles and Responsibilities: Commit to the delivery of company, team and personal objectives (Key Performance Indicators (KPIs) ensuring that personal KRAs are delivered with excellence and timelinessProvide Levels 1 & 2 ICT support - including but not limited to computers, printers, scanners, conferencing equipment and core systems, with relevant escalations when requiredProactively participate in the effective use and promotion of the ICT ticketing system in accordance with SLAs via effectively recording, analysing, prioritising, tracking and actioning support casesAdhere to and promote ICT related policies, processes and guidelinesAssist in the enrolment of users onto Palladium enterprise systemsParticipate in controlling systems' access and securityProvide training to staff on applications, equipment and ICT related processes, including ICT inductions for new staffInstall, configure, reconfigure, maintain and troubleshoot computers and other ICT related equipment and software in accordance with the Palladium operating proceduresDeploy ICT infrastructure, networks and communication equipmentProcurement and sourcing of assets in accordance with Palladium approved hardware specifications and as authorised through appropriate channels and maintain the asset registerCoordinate the repair and replacement of ICT equipment according to pre-established maintenance or warranty contractsEnsure continual compliance with the security, privacy and data protection, capacity management and disaster recovery procedures as set forth by PalladiumSupport Palladium ICT projects and initiatives as requestedSupport administrative activities such as completion of paperwork for payment of ICT related invoicesEssentialCriteria:Relevant ICT experienceRelevant technical experience, including experience in:Microsoft Windows Desktop Operating SystemsMicrosoft OfficeMicrosoft Office Microsoft Active Directory and Azure Entra IDProficient in operating system imaging and application deployment toolsExperience in computer hardwareUnderstanding of different Network technologies including DHCP, DNS, Subnetting, Routing, etc.Excellent customer service and stakeholder management skillsAbility to multitask, work under pressure, use initiative, and acquire and apply technical skills as necessary Ability to quickly resolve complex problems and devise effective solutionsExcellent written, presentation and verbal communication skillsAbility to work independently and with minimal supervisionDemonstrated dedication to equity, diversity and inclusion, particularly in a multi-cultural environmentEquity, Diversity & Inclusion - Palladium is committed toembedding equity, diversity, and inclusion into everything we do.
We welcomeapplications from all sections of society and actively encourage diversity todrive innovation, creativity, success and good practice.
We positively welcomeand seek to ensure we achieve diversity in our workforce; and that all jobapplicants and employees receive equal and fair treatment regardless of theirbackground or personal characteristics.
These include: (but are not limited to)socio-economic background, age, race, gender identity and expression, religion,ethnicity, sexual orientation, disability, nationality, veteran, marital orIndigenous status.