IT Support Associate

About the role

Food For Education runs a large, distributed operation of more than 5,500 staff, including kitchens, field teams and a service centre of more than 400 people. As IT Support Associate you are the first line of support for colleagues across headquarters, warehouses, kitchens and field sites. This is a full-time, on-site position in Nairobi, described as a delivery role rather than a strategy role.

Key responsibilities

• Set up, configure and maintain end-user devices (laptops, tablets, phones, printers, site hardware) and keep the asset register accurate, verified physically each quarter.
• Handle hardware lifecycle steps: procurement requests, device deployment, repairs and retirements, and ensure new joiners are ready on day one.
• Maintain on-premise servers and core systems: health checks, updates, backups and user account changes.
• Install, configure and maintain network equipment (routers, switches, access points), diagnose connectivity issues, monitor performance and keep site documentation.
• Act as first point of contact for IT requests, work the support queue, escalate unresolved issues and keep records of requests and recurring problems.
• Build self-service guides and checklists, and deliver project workstreams such as site readiness, device builds, pilot logistics, user training and rollout checklists.
• Coordinate vendors day to day and use AI tools and light scripting for small automations, after review with the Manager.
• Apply security controls (patching, endpoint protection, access provisioning), process access requests and report suspected compromises.

Required profile

• 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.
• Comfortable working in field environments and travelling to sites outside Nairobi regularly.
• Preferred: experience with Google Workspace and/or Microsoft 365, familiarity with an IT ticketing system such as Jira, basic cybersecurity knowledge, certifications such as CompTIA A+ or Microsoft Certified Fundamentals, and experience using AI tools for automation.

The application is handled through the recruiting partner Corporate Staffing Services.