Unifi offers simple, short-term microfinance to formally employed people and bridge the gap in their day-to-day finances. Our purpose is to redefine credit in Kenya with simpler, faster and smarter lending solutions. The Branch Infrastructure & Technology (BIT) Officer is responsible for providing technical assistance, maintaining hardware and software, and ensuring network stability across the company's head office and branches.
Responsibilities
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
Education:
- Diploma or degree in Information Technology, Computer Science, or a related field.
Experience:
- 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.
How to Apply
Interested and qualified candidates should apply online through the Unifi recruitment portal on simplify.hr.
