Law Firm Senior IT Support Officer Job in Kenya (140K)

Our client, a leading Law Firm seeks to bring on board a Senior IT Support Officer who will be a senior member of the Technical support team responsible for the firm’s desktop, laptop configuration, mobile device, and application support including Windows operating systems, and other in-house applications.

This is a very hands-on role and an internal customer-facing role, which requires excellent prioritization, responsiveness, and customer service, along with excellent verbal communication skills.

In consultation with the IT Manager, the incumbent contributes to the efficient allocation of computer hardware and software resources, maintains business applications, and ensures the reliability and sustainability of information and communication resources.

Using effective communication, technical, and analytical skills the Senior Support officer manages incidences, provides technical support including maintenance and upgrading of resources, assigns staff to resolve operational issues, and, within delegated authority, supervises support team.

The incumbent will also be required to work with the Learning Coordinator and the Group IT Training Manager to develop clear understanding of the firms operations, and tools, including applications, templates, software systems, VC, etc; and to administer training programs for all users (partners and employees) by assessing training and/or development needs for the Firm, helps individuals and groups develop skills and knowledge, creates training manuals, presents in-person training sessions, and monitors training for effectiveness.

Key Performance Areas (KPAs)

Training & Leadership

  • Plans, organizes and coordinates formal and informal orientation and training of employees on Key IT services and resources.
  • Learning & Researching on new IT challenges, and providing trainings to users
  • Designing training programs and workshops for staff
  • Manages and allocates workload when necessary and help define priorities,
  • Provides leadership by disseminating information, providing feedback, advising, and coaching.
  • Working with the IT Manager in developing and implementing IT policies and best practice guides for the firm
  • Running and sharing regular IT reports with the IT manager

Systems Support and Management

  • Ensure desktop computers interconnect seamlessly with different systems including ERPS, DMS, file servers, and email servers,
  • Provide 2nd level diagnosis and quickly resolve a wide range of Windows applications and networking problems to help minimize downtime
  • Escalate the issue/problem to relevant support team member including IT Manager and relevant Support Officers in Sandton.
  • Conducting regular system audits and ensure optimal performance of the systems.
  • Develop trends by monitoring and analyzing incoming calls, problems and support requests, and take action on recurrent incidences.
  • Managing servers, and ensure optimal operation of key services including Virtual machines, replications, data backups and recovery
  • Apply OS patches and upgrades on a regular basis, and manage update services and utilities.
  • Support and administration of MS Exchange and Active Directory domains including managing users, user groups, and group policies.
  • Ensure effective operation and running of all in-house systems, including document management systems and ERP.
  • Supporting a Citrix or other remote working environment.
  • Support and troubleshoot printers, computer hardware and any other authorized peripheral equipment
  • Schedule and performs general preventative maintenance tasks on computers, laptops, printers and any other authorized peripheral equipment


  • Responsible for tracking hardware and software inventory, maintains I.T. records and tracking for area of responsibility
  • Familiarize end users on basic software, hardware and peripheral device operation
  • Take ownership and responsibility of queries, issues and problems assigned to the IT Support team
  • Works with vendor support contacts to resolve technical issues within the desktop environment
  • Escalate issues and involve line managers wherever required in order to resolve issues as quickly as possible
  • Maintains and consistently demonstrates a general knowledge of company guidelines, processes, practices and procedures

Required Capabilities

  • Previous experience delivering IT training & support is mandatory
  • The ability to assist in the demonstration and training of staff in the use of new systems
  • Ability to quickly absorb technical knowledge and apply knowledge
  • The ability to explain complex information clearly and simply
  • Excellent written and verbal communication skills
  • Promotes positive behaviour through own actions and attitude
  • Good customer service, self-motivation.
  • Ability to meet deadlines, pay attention to detail and maintain accuracy
  • Ability to work flexibly and proactively by demonstrating initiative

Required Experience

  • At least 4 to 6 years of increasingly responsible experience in the management and administration of a major information technology program, system or function, at least two years of which must have been conduction trainings, capacity building and leading a team.
  • Past experience supporting over 50 users, with the ability to operate with minimal supervision and maintain professional demeanour under stress
  • Knowledge of ITIL framework is desirable
  • Extensive experience in the use of Microsoft Office including PowerPoint and advanced excel
  • Experience of supporting an MS Windows 2008 Server (or later) Active Directory environment, including:
  • Support of MS Active Directory domains
  • MS Exchange administration.
  • Supporting servers running MS SQL Server
  • Knowledge on Virtual environments and experience is desirable.
  • Local Area Networks (LANS) and Wide Area Networks (WAN), and Cisco switching technologies
  • Knowledge in data backup and NAS storage desirable
  • Managing APs / Fortinet Firewalls is desirable.
  • Supporting a Citrix or other remote working environment.
  • Supporting PC’s and printers/Multi-functional devices in a Windows x desktop environment.
  • Support the maintenance of web/intranet content management systems.


  • Diploma or university degree in the field of computer science, Information Technology, or BBIT and/or 4 years’ equivalent work experience.
  • Industry certifications, such as ITIL or MCTS/MCITP, will be an outright advantage

Please share your CV as show of interest via our online platform through this LINK.

This is a permanent role with benefits.

Job Summary:
Job Title
Job Category
Job Type
Company / Organization
Approx. Salary
Job Opening Date
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Job Details
Job Location

Nairobi, Kenya

Nairobi County

ICT and Technology
Updated: September 22, 2018 — 7:39 am