IT Assistant

Do you want to do work that matters? Do you want to help improve the lives of some of the most hardworking people in Africa, while also reducing carbon emissions? Do you want to use your skills to advance Africa towards a zero-carbon future, not just to make a living? Ampersand is your answer.

About Ampersand

Ampersand is Africa’s E-mobility pioneer. Ampersand provides electric motorcycles and charging infrastructure (battery swap stations), uniquely tailored to serve half of Africa’s road fleet: Commercial motorcycle taxi and delivery drivers. Moto taxis are a primary means of public transport in African cities, and it is estimated that these drivers spend >$6Bn p.a. on gasoline in East Africa alone. Ampersand has developed an electric solution that is more powerful, fun to drive, and cost-effective than the incumbent. Ampersand drivers routinely earn over 30% more income by going electric.

The company started in Kigali, Rwanda, and expanded into Nairobi, Kenya in 2022. Today it has around 10,000 e-motorcycles on the road and 60 battery swap stations across the two countries. Ampersand is leading the market in quality, affordable tech, customer traction, and operational systems. The Ampersand team consists of 400+ staff drawn from diverse backgrounds and is working hard to see all 5 million taxi motorbikes in East Africa become electric by 2030. Ampersand is rapidly scaling its operations and is looking for innovative professionals who are passionate about clean energy and environmental impact to lead and contribute to our rapid growth.

Ampersand values innovation, creativity, and continuous improvement. It seeks people who are proactive problem solvers to drive results. Ampersand promotes leadership within the organization and is a place where you can grow your career as you work with some of the brightest and most hard-working individuals in East Africa.

Our Values

• Customer-centric Everyday: We prioritize our customers daily, tailoring solutions to exceed expectations.
• Challenge The Status Quo Through Innovation: Our dedicated teams constantly challenge the status quo, driving innovation to enhance customer experiences and deliver solutions that go beyond expectations
• Love Solving Problems Together: Internal collaboration is our approach; we thrive on solving challenges alongside our customers.
• Stay Agile: We stay agile to swiftly meet dynamic customer needs and adapt to a changing landscape.
• Driven By People And Planet: Beyond business, we're committed to people and the planet, ensuring a positive impact.

About the role

The IT Assistant is responsible for providing first-line (L1) technical support to employees and ensuring day-to-day IT operations run smoothly. The role will troubleshoot basic hardware, software, connectivity and user-access issues, maintain IT records, support employee onboarding and offboarding, and escalate complex issues to the IT Officer.

Key responsibilities

Helpdesk & L1 Support

• Act as the first point of contact for employees, troubleshooting basic hardware, software, system and access issues.
• Log, track and resolve support requests through the designated ticketing system, escalating complex issues to the IT Officer.
• Support employee onboarding and offboarding, including workstation setup, basic account provisioning and IT asset allocation.
• Assist employees with Windows OS, Google Workspace, Microsoft 365 and other standard company applications.

Infrastructure & Hardware

• Troubleshoot basic issues with computers, peripherals, network connectivity and other IT equipment.
• Provide first-line support for LAN/WAN connectivity and CCTV systems, including IP cameras, NVR/DVR systems.
• Maintain accurate IT asset records in the IT Asset Management System (ITAMS), including equipment issued, returned and retired.
• Monitor IT system alerts and report significant hardware, software, network or security issues to the IT Officer.

Administrative Tasks

• Maintain accurate IT support documentation, user guides, asset records and service records.
• Process and track IT service invoices and monthly IT-related billings.
• Generate basic helpdesk reports on ticket volumes, recurring issues and resolution trends.
• Support adherence to IT policies and procedures and provide feedback to the IT Officer on recurring user and support needs.

Minimum requirements:

• A degree in Information Technology, Computer Science, Information Systems or a related field.
• At least 1 year experience in IT support, helpdesk or end-user support.
• Working knowledge of Windows OS, Google Workspace and/or Microsoft 365, with basic knowledge of LAN/WAN networking and CCTV systems.
• Experience with IT ticketing/helpdesk systems such as Jira is an advantage.
• Strong troubleshooting, problem-solving and analytical skills.
• Customer-focused with good communication and interpersonal skills.
• Strong attention to detail, organisation and record-keeping skills.
• Proactive, dependable, willing to learn and able to prioritise and escalate issues appropriately.
• Highly organized with the ability to manage multiple operational priorities in a fast-paced environment.
• Self-driven and proactive, with a positive attitude and commitment to customer satisfaction.

Job location

This role will be based in Nairobi , Kenya Reporting to the IT Officer.