IT Support Associate

Your Mandate

Hardware and Device Management

• Set up, configure and maintain end-user devices, including laptops, tablets, phones, printers and site hardware, across F4E’s offices, warehouses, kitchens and field sites.
  
• Maintain the asset register for every device under your care: logged, tagged, assigned and reconciled, with a physical verification each quarter.
  
• Carry out hardware lifecycle steps under the process the Manager sets: raise procurement requests, prepare and deploy devices, arrange repairs, and prepare retirements for approval.
  
• Make sure every new joiner is set up and ready to work on day one. No one should be waiting on IT to start their job.
  
• Carry out routine administration on on-premise servers and core systems under the Manager’s direction: health checks, updates, backup checks and user account changes.
  

Network and Connectivity across HQ, Warehouses, Kitchens and Field Sites

• Install, configure and maintain network equipment, including routers, switches and access points, to the standards and site designs the Manager sets, working alongside vendors and contractors on physical installations.
  
• Diagnose connectivity issues across sites. Travel when the problem needs eyes on the ground, and direct site staff or vendors when it doesn’t.
  
• Monitor network performance across sites and flag degradation before it becomes an outage, with a recommendation on what to do about it.
  
• Maintain documentation for each site, covering topology, equipment, credential handling and known issues. Nothing lives only in your head.
  
• Work closely with kitchen, warehouse and field teams to understand how they use connectivity, and make sure it supports the way they actually work.
  

IT Support

• Be the first point of contact for IT support across the organisation. Log every request, resolve what sits within your remit, and keep the requester updated until it is closed.
  
• Work the support queue to the priorities and response times the Manager sets, so nothing sits unattended and the urgent items are dealt with first.
  
• Escalate what you can’t resolve to the Manager, following the escalation matrix, with full context: what happened, what you tried, and what you think is going on.
  
• Keep clean records of requests, resolutions and recurring issues. Spot the patterns, surface them, and propose a root-cause fix rather than absorbing the same ticket every week.
  
• Build and maintain self-service guides and setup checklists, and run short sessions with teams so colleagues can handle the simple things themselves.
  

Project Delivery

• Deliver the workstreams assigned to you on IT projects and rollouts the Manager is leading: site readiness, device builds, pilot logistics, user training, rollout checklists and post-rollout snagging.
  
• Run your workstream properly. A plan, a schedule, a clear view of what is done and what is stuck, and an update to the Manager and affected teams before they have to ask.
  
• Coordinate vendors day to day for hardware and site work: log the job, track the order, verify what was delivered, and chase what is late. Supplier selection and contracting sit with the Manager.
  
• Gather requirements from the ground. You are closest to the teams using these systems, so what you report back through the Manager shapes what gets built.
  
• Use AI tools and light scripting to build small automations, quick fixes and internal prototypes. Anything headed for day-to-day use is reviewed with the Manager first.
  

Security and Risk

• Apply the security controls the Manager sets across the devices and sites you support: patching, endpoint protection, access provisioning and deprovisioning, and safe handling of credentials.
  
• Process access requests accurately and on time, and make sure leavers lose access on their last day, working from People team exit notifications.
  
• Report suspected phishing, lost or stolen devices, and anything that looks like a compromise immediately. Early and noisy beats late and quiet.
  
• Support the Manager on cybersecurity and business continuity, including new controls, staff awareness, audit remediation and continuity testing, by taking them to site level and reporting back on what actually landed.
  

How We Measure Success

• In the first three months, success looks like knowing the estate. Every site, every device, every system, every recurring issue the team is fielding. The asset register is clean and current. Requests are logged, prioritised and closed rather than piling up, and at any point you can say what is open, what is stuck and what keeps coming back.
  

By six months, support has a rhythm. Response times are being met. Patching and endpoint protection are current across the devices you support, and no leaver keeps access past their last day. Field sites and kitchens have reliable connectivity, with issues caught before they affect a shift rather than reported after. You have delivered your part of at least one rollout that teams in the field actually noticed. When kitchen teams, field staff or the Service Centre have a technology problem, they come to you, and you know enough about how they work to give them a useful answer fast.

• At a year, the measure is the patterns you have broken. The same issues are not recurring week after week, because you documented them and brought the Manager a root-cause fix. Site documentation is good enough for someone else to work from. The teams you support trust IT in a way they probably didn’t before you arrived, and the Manager isn’t spending time on operational noise because you have it covered.
  

Qualifications

Required

• Degree in Information Technology, Computer Science or a related field, or equivalent hands-on experience.
  
• 2-4 years of hands-on IT support or field technician experience.
  
• Solid working knowledge of Windows, macOS and Linux operating systems.
  
• Practical understanding of networking fundamentals: TCP/IP, DNS, DHCP, VPN and Wi-Fi configuration.
  
• Proven ability to troubleshoot and resolve hardware and software faults independently.
  
• Comfortable working in field environments and travelling to sites outside Nairobi regularly.
  

Preferred

• Experience administering Google Workspace and/or Microsoft 365.
  
• Familiarity with an IT ticketing system such as Jira or equivalent.
  
• Basic understanding of cybersecurity principles and safe IT practices.
  
• Certification such as CompTIA A+, Microsoft Certified Fundamentals or equivalent.
  
• Experience using AI tools for automation, scripting or building quick prototypes, for example Copilot, ChatGPT or Claude.
  

Your Mandate

Hardware and Device Management

• Set up, configure and maintain end-user devices, including laptops, tablets, phones, printers and site hardware, across F4E’s offices, warehouses, kitchens and field sites.
  
• Maintain the asset register for every device under your care: logged, tagged, assigned and reconciled, with a physical verification each quarter.
  
• Carry out hardware lifecycle steps under the process the Manager sets: raise procurement requests, prepare and deploy devices, arrange repairs, and prepare retirements for approval.
  
• Make sure every new joiner is set up and ready to work on day one. No one should be waiting on IT to start their job.
  
• Carry out routine administration on on-premise servers and core systems under the Manager’s direction: health checks, updates, backup checks and user account changes.
  

Network and Connectivity across HQ, Warehouses, Kitchens and Field Sites

• Install, configure and maintain network equipment, including routers, switches and access points, to the standards and site designs the Manager sets, working alongside vendors and contractors on physical installations.
  
• Diagnose connectivity issues across sites. Travel when the problem needs eyes on the ground, and direct site staff or vendors when it doesn’t.
  
• Monitor network performance across sites and flag degradation before it becomes an outage, with a recommendation on what to do about it.
  
• Maintain documentation for each site, covering topology, equipment, credential handling and known issues. Nothing lives only in your head.
  
• Work closely with kitchen, warehouse and field teams to understand how they use connectivity, and make sure it supports the way they actually work.
  

IT Support

• Be the first point of contact for IT support across the organisation. Log every request, resolve what sits within your remit, and keep the requester updated until it is closed.
  
• Work the support queue to the priorities and response times the Manager sets, so nothing sits unattended and the urgent items are dealt with first.
  
• Escalate what you can’t resolve to the Manager, following the escalation matrix, with full context: what happened, what you tried, and what you think is going on.
  
• Keep clean records of requests, resolutions and recurring issues. Spot the patterns, surface them, and propose a root-cause fix rather than absorbing the same ticket every week.
  
• Build and maintain self-service guides and setup checklists, and run short sessions with teams so colleagues can handle the simple things themselves.
  

Project Delivery

• Deliver the workstreams assigned to you on IT projects and rollouts the Manager is leading: site readiness, device builds, pilot logistics, user training, rollout checklists and post-rollout snagging.
  
• Run your workstream properly. A plan, a schedule, a clear view of what is done and what is stuck, and an update to the Manager and affected teams before they have to ask.
  
• Coordinate vendors day to day for hardware and site work: log the job, track the order, verify what was delivered, and chase what is late. Supplier selection and contracting sit with the Manager.
  
• Gather requirements from the ground. You are closest to the teams using these systems, so what you report back through the Manager shapes what gets built.
  
• Use AI tools and light scripting to build small automations, quick fixes and internal prototypes. Anything headed for day-to-day use is reviewed with the Manager first.
  

Security and Risk

• Apply the security controls the Manager sets across the devices and sites you support: patching, endpoint protection, access provisioning and deprovisioning, and safe handling of credentials.
  
• Process access requests accurately and on time, and make sure leavers lose access on their last day, working from People team exit notifications.
  
• Report suspected phishing, lost or stolen devices, and anything that looks like a compromise immediately. Early and noisy beats late and quiet.
  
• Support the Manager on cybersecurity and business continuity, including new controls, staff awareness, audit remediation and continuity testing, by taking them to site level and reporting back on what actually landed.
  

How We Measure Success

• In the first three months, success looks like knowing the estate. Every site, every device, every system, every recurring issue the team is fielding. The asset register is clean and current. Requests are logged, prioritised and closed rather than piling up, and at any point you can say what is open, what is stuck and what keeps coming back.
  

By six months, support has a rhythm. Response times are being met. Patching and endpoint protection are current across the devices you support, and no leaver keeps access past their last day. Field sites and kitchens have reliable connectivity, with issues caught before they affect a shift rather than reported after. You have delivered your part of at least one rollout that teams in the field actually noticed. When kitchen teams, field staff or the Service Centre have a technology problem, they come to you, and you know enough about how they work to give them a useful answer fast.

• At a year, the measure is the patterns you have broken. The same issues are not recurring week after week, because you documented them and brought the Manager a root-cause fix. Site documentation is good enough for someone else to work from. The teams you support trust IT in a way they probably didn’t before you arrived, and the Manager isn’t spending time on operational noise because you have it covered.
  

Qualifications

Required

• Degree in Information Technology, Computer Science or a related field, or equivalent hands-on experience.
  
• 2-4 years of hands-on IT support or field technician experience.
  
• Solid working knowledge of Windows, macOS and Linux operating systems.
  
• Practical understanding of networking fundamentals: TCP/IP, DNS, DHCP, VPN and Wi-Fi configuration.
  
• Proven ability to troubleshoot and resolve hardware and software faults independently.
  
• Comfortable working in field environments and travelling to sites outside Nairobi regularly.
  

Preferred

• Experience administering Google Workspace and/or Microsoft 365.
  
• Familiarity with an IT ticketing system such as Jira or equivalent.
  
• Basic understanding of cybersecurity principles and safe IT practices.
  
• Certification such as CompTIA A+, Microsoft Certified Fundamentals or equivalent.
  
• Experience using AI tools for automation, scripting or building quick prototypes, for example Copilot, ChatGPT or Claude.