ICT Technician - Digital Workplace Services

About the role

The International Livestock Research Institute (ILRI) is hiring a full-time ICT Technician for its Digital Workplace Services team in Westlands, Nairobi. The role covers first-line and second-line support for Microsoft 365 services, endpoint device management and user adoption of collaboration tools.

Key responsibilities

• Provide first-line and second-line support for Microsoft 365 services (Teams, Outlook, SharePoint Online, OneDrive) and resolve incidents and service requests, escalating complex issues where appropriate.
• Support onboarding of new users by configuring Microsoft 365 services, user accounts, endpoint devices and collaboration technologies.
• Maintain knowledge articles, user guides and support documentation, and record, track and resolve incidents using the Institute's ITSM platform.
• Configure, deploy, maintain and support laptops, desktops and mobile devices; manage the endpoint lifecycle, software deployment, compliance monitoring and asset records.
• Support endpoint security through OS updates and approved security controls.
• Promote effective use of Microsoft 365 tools, run user orientation sessions and productivity demonstrations, and support adoption of AI-enabled services such as Microsoft Copilot.
• Support Microsoft Teams Rooms and Teams meetings, and provide technical support for meetings, workshops and institutional events.
• Work with the AI Platform Officer and with Customer Services, Infrastructure and Enterprise Systems teams.

Required profile

• Bachelor's degree in Computer Science, Information Technology, Information Systems or a related field.
• At least two years of relevant experience in ICT customer support, digital workplace services or end-user computing.
• Experience supporting Microsoft 365 services and Windows endpoint devices.
• Experience with Microsoft Intune, Microsoft Configuration Manager or equivalent endpoint management solutions.
• Experience in an enterprise or multi-site ICT environment is an added advantage.

Required skills

• Good knowledge of Microsoft 365 collaboration and productivity tools.
• Understanding of endpoint management, device lifecycle management and software deployment.
• Understanding of Microsoft Entra ID, authentication and identity management.
• Knowledge of endpoint security, patch management and device compliance.
• Ability to write technical documentation and deliver end-user training.
• Strong troubleshooting, customer service and communication skills.