IT Support Specialist

About the role

Weetabix East Africa Ltd is hiring a full-time IT Support Specialist in Westlands, Nairobi. The role covers first-line user support, hardware and software troubleshooting, preventive maintenance, basic network and ERP support, and liaison with vendors and the IT Executive.

Key responsibilities

• Receive, log, prioritise and resolve routine IT incidents and service requests, keeping users informed and escalating unresolved issues through the agreed process.
• Diagnose common computer, peripheral and application faults, carry out approved fixes and refer complex problems to the IT Executive or service provider.
• Perform assigned maintenance, software installations, updates and patches, record work done and report equipment needing repair or replacement.
• Assist with routine checks of network connectivity and IT infrastructure supporting manufacturing, commercial and support functions, and support outage restoration under supervision.
• Help users with routine ERP issues, including SAP/Business Central where applicable, and support testing and configuration under the IT Executive's direction.
• Carry out security checks, apply approved endpoint protection updates and follow authorised access procedures in line with Weetabix and Group IT standards.
• Monitor assigned backup tasks, report failures and assist with restoration tests and disaster recovery activities.
• Maintain equipment and software licence records, track renewal dates and flag gaps to the IT Executive.
• Compile IT requirements, quotations and expenditure records, and follow up approved repairs and service requests with vendors.
• Follow IT policies and procedures, support local actions arising from global IT requirements, and help with user orientation on systems, phishing risks and safe IT practices.
• Report suspected cybersecurity incidents, maintain support logs and maintenance records, and assist with approved IT upgrades and digital improvement projects.