Role Summary
The Senior ICT Officer will deliver dependable day-to-day information and communications technology services across Natural State’s operations, with a primary emphasis on facilitating the deployment of Microsoft Dynamics ERP. Reporting to the Systems & Strategy Implementation Specialist, the incumbent will actively contribute to ERP deployment, end-user training, and continuous systems management while also supporting the maintenance of essential platforms such as Airtable and JIRA. This is a practical, senior-level technical position demanding extensive troubleshooting expertise, systems implementation proficiency, and the capability to instruct and assist users across varied geographic locations and connectivity conditions.
Oversee and execute key duties encompassing strategic planning, operational management, and cross-functional collaboration to drive organizational objectives. Develop and implement policies, procedures, and initiatives that enhance efficiency, productivity, and compliance with industry standards. Lead and mentor teams to foster a high-performance culture, ensuring alignment with company goals and fostering professional growth. Analyze performance metrics, identify trends, and propose data-driven solutions to optimize business outcomes. Maintain strong stakeholder relationships, both internally and externally, to facilitate seamless communication and collaboration. Represent the organization in key meetings, negotiations, and industry events, upholding its reputation and strategic priorities. Ensure adherence to legal, regulatory, and ethical standards while mitigating risks across all operational areas.
Microsoft Dynamics ERP Implementation Support professionals provide expert assistance in deploying, configuring, and optimizing Microsoft Dynamics ERP solutions to meet organizational needs. They collaborate with cross-functional teams to assess requirements, design system architectures, and ensure seamless integration with existing business processes. Key responsibilities include troubleshooting technical issues, conducting user training, and maintaining system performance to enhance operational efficiency. Candidates must possess strong analytical and problem-solving skills, along with proficiency in Microsoft Dynamics ERP modules and implementation methodologies. A bachelor’s degree in computer science, information technology, or a related field is typically required, along with relevant certifications and hands-on experience in ERP implementation projects.
Provide dedicated support to the Systems & Strategy Implementation Specialist in configuring, testing, and deploying Microsoft Dynamics ERP throughout Natural State’s operational framework.
Facilitate seamless data migration processes, conduct comprehensive user acceptance testing, and rigorously validate system outputs to ensure accuracy and reliability.
Develop user guides and training materials, and facilitate end-user training sessions to enhance comprehension and adoption of new systems or processes.
Offer first-tier and advanced-level technical assistance for user inquiries pertaining to ERP systems, both throughout and following the deployment phase.
Assist in documenting workflows, system configurations, and change requests.
We offer a position focused on providing exceptional technical assistance and resolving end-user issues through our dedicated helpdesk services. The role requires strong analytical skills to diagnose and troubleshoot problems efficiently, along with excellent communication abilities to convey solutions clearly to non-technical users. Key responsibilities include managing service requests, maintaining accurate documentation of interactions, and escalating complex issues to appropriate teams when necessary. Familiarity with helpdesk software and IT service management best practices is essential, and prior experience in a similar support environment is preferred. The ideal candidate will demonstrate patience, adaptability, and a customer-centric approach to ensure high levels of user satisfaction.
Act as the primary liaison for all ICT support inquiries submitted by staff members across the three NS Workstations.
Investigate and resolve technical issues related to hardware malfunctions, software errors, email disruptions, and network connectivity for laptops, printers, mobile devices, and office network systems.
Oversee the operation of the helpdesk ticketing system, guaranteeing prompt resolution of issues and maintaining transparent communication with users throughout the process.
Deliver remote assistance to field personnel and staff stationed at distant locations.
Administer Airtable and JIRA to maintain organized project documentation, track tasks, and streamline team workflows through efficient system management and data coordination.
As an internal administrator for Airtable, you will oversee user access management and address any troubleshooting needs that arise.
Act as an internal JIRA administrator responsible for configuring projects, managing workflows, and providing user support.
Experts are required to assist teams in enhancing their proficiency with both platforms, focusing on project tracking, data management, and reporting functionalities.
Microsoft is seeking a skilled professional to oversee the administration and management of Microsoft 365 and network infrastructure. The ideal candidate will be responsible for maintaining system reliability, ensuring data security, and optimizing performance across cloud and on-premises environments. Key duties include configuring, monitoring, and troubleshooting Microsoft 365 applications, managing user accounts and permissions, and implementing security policies to safeguard sensitive information. Additionally, the role involves administering network infrastructure, including routers, switches, firewalls, and VPNs, to support seamless connectivity and operational efficiency. Candidates must possess strong technical expertise in Microsoft 365, networking protocols, and cybersecurity best practices, along with excellent problem-solving and communication skills to collaborate effectively with cross-functional teams. Proficiency in scripting, automation tools, and IT service management frameworks is highly desirable.
Administer and provide ongoing support for Microsoft 365 applications, such as Teams, SharePoint, OneDrive, Outlook, Exchange, and the Microsoft 365 Admin Center, ensuring optimal functionality and user assistance.
Monitor and ensure the seamless operation of office networks, including Wi-Fi, routers, and firewalls, across Kabuki and other Natural State locations.
Collaborate with internet service providers and external ICT vendors to facilitate repairs, upgrades, and installations.
Conduct regular system backups and support fundamental cybersecurity practices to ensure data integrity and protection.
ICT Administration & Compliance involves overseeing the implementation, maintenance, and adherence to information and communication technology policies, ensuring alignment with organizational and regulatory standards. The role demands expertise in managing IT infrastructure, enforcing compliance frameworks, and mitigating risks associated with data security and operational integrity. Responsibilities include monitoring system performance, conducting audits, and coordinating with stakeholders to uphold governance and regulatory obligations while optimizing ICT resources for efficiency and reliability.
Maintain precise documentation of ICT assets, software licenses, and equipment inventories.
Helps compile ICT reports intended for internal review.
Ensure adherence to data protection regulations, including the General Data Protection Regulation (GDPR) and the Kenyan Data Protection Act.
Seeking candidates with a minimum of three years of relevant experience in a similar role, complemented by a degree in a related field. Proficiency in industry-standard software and tools is essential, alongside strong analytical and problem-solving abilities. Excellent communication skills, both verbal and written, are required to effectively collaborate with cross-functional teams. The ideal applicant must demonstrate a track record of delivering results in fast-paced environments while maintaining high attention to detail. Familiarity with project management methodologies and agile practices is highly desirable.
Applications that do not include all mandatory requirements will not be considered for the position.
Education: A bachelor’s degree in Information Technology, Computer Science, Information Systems, or a closely related discipline is required.
Requires a minimum of five to seven years of professional experience in ICT support or senior-level IT officer positions.
Requires practical expertise in supporting or contributing to the deployment of an ERP system, with a preference for Microsoft Dynamics; however, experience with alternative platforms such as SAP, Oracle NetSuite, Odor, or comparable solutions will also be taken into consideration.
Proven expertise in leveraging Airtable to design, optimize, and maintain robust databases, encompassing the development of advanced automations, custom scripts, and seamless integrations.
Proven expertise in utilizing and managing JIRA, with a track record of effective administration and utilization of the platform.
Proficient in Microsoft 365 applications, with demonstrated expertise in Teams, SharePoint, OneDrive, Outlook, Word, Excel, PowerPoint, Exchange, and the admin center.
Hardware expertise encompasses proficiency in diagnosing and resolving technical issues for laptops, printers, mobile devices, and office network systems.
Highly advantageous qualifications include experience that significantly differentiates candidates from others in the selection process.
Mandatory qualifications include demonstrated expertise in Microsoft Dynamics ERP solutions, encompassing implementation, configuration, or administrative tasks.
Individuals with a background in nonprofit, conservation, or mission-driven organizations are encouraged to apply. Prior involvement in such sectors demonstrates a commitment to meaningful causes and aligns with the values upheld by our team. Experience in these fields equips candidates with transferable skills, including strategic planning, stakeholder engagement, and resource mobilization, which are highly relevant to the role.
Proficiency in assisting remote or field-based personnel who encounter inconsistent internet access is required.
Proficiency in executing data migration initiatives, conducting user acceptance testing (UAT), or delivering training sessions for new system deployments is required.
Demonstrates a strong track record in effectively instructing personnel on emerging technologies and software applications.
Proven expertise in utilizing helpdesk ticketing systems to efficiently manage and resolve user inquiries and technical issues.
Possesses a foundational understanding of cybersecurity principles and practices, including threat identification, risk assessment, and mitigation strategies. Demonstrates familiarity with common security frameworks, tools, and protocols to safeguard digital assets. Applies best practices for data protection, network security, and incident response to ensure organizational resilience against evolving cyber threats.
Proficiency in managing relational databases, including platforms such as Airtable, Smart sheet, Notion databases, or comparable systems, is required.
Professional experience with ICT asset management, encompassing inventory tracking capabilities, is required.
Proven expertise in providing assistance to users spanning diverse geographical regions and various time zones.
Proficiency in data protection regulations, including GDPR and the Kenyan Data Protection Act, is required.
ITIL 4 certification at the Foundation level or above is required.
Highly desirable qualifications that serve as tie-breakers include proficiency in specific tools, methodologies, or certifications that enhance performance in the role, though they are not mandatory for consideration. These attributes may include advanced technical skills, relevant industry certifications, or prior experience in specialized areas that could provide a competitive edge. While applicants lacking these credentials may still be evaluated, possessing them could significantly strengthen an application during final selections.
Microsoft seeks applicants with a Microsoft Dynamics certification, such as MB-910 or MB-920, to join our team.
Earn a Microsoft 365 certification, such as MS-900 or MD-102, to validate your expertise in cloud productivity, security, and device management.
Seeking candidates with Compton A+ and Network+ certifications, demonstrating foundational expertise in hardware, software, and network infrastructure. These credentials validate proficiency in troubleshooting, system configuration, and network administration, ensuring adherence to industry standards. Ideal applicants must possess these certifications to qualify for roles requiring technical support, network management, or IT infrastructure maintenance.
Possesses a strong background in system integration projects, with practical expertise in connecting disparate software platforms and ensuring seamless data flow between systems. Demonstrates proficiency in API development, middleware configuration, and troubleshooting integration-related challenges to enhance operational efficiency and system interoperability.
Skilled in documenting system workflows and developing comprehensive training materials, with a proven ability to simplify complex processes for diverse audiences. Demonstrates expertise in creating clear, structured documentation that enhances user understanding and operational efficiency. Proven track record of translating technical details into accessible, engaging training resources tailored to different learning needs.
A dynamic range of personal competencies is essential for this role, including outstanding communication and interpersonal skills, the ability to collaborate effectively within cross-functional teams, and a strong commitment to continuous professional development. Candidates must demonstrate resilience under pressure, adaptability in fast-paced environments, and a proactive approach to problem-solving. Proficiency in managing multiple priorities while maintaining attention to detail is also required, along with a customer-centric mindset and a dedication to delivering high-quality results. Prior experience in a similar position and a track record of achieving measurable outcomes will be considered advantageous.
Proactive in embracing change, conducting thorough system testing, and driving iterative enhancements to optimize performance and efficiency.
Service orientation: Demonstrates a sincere commitment to assisting staff in resolving technical challenges, ensuring solutions are delivered with patience and clear communication.
Attention to detail is essential, particularly when managing data migration, user access authorization, and maintaining accurate documentation.
Demonstrated aptitude for systematic troubleshooting and root-cause analysis, with the capacity to perform effectively in high-pressure scenarios.
Ability to articulate complex technical information in clear, accessible terms for non-technical colleagues and stakeholders.
Aptitude for training involves the capacity to develop well-structured training materials and effectively conduct training sessions.
Consistently delivers dependable support and executes implementation tasks with unwavering reliability.
What We Offer
Join a globally renowned environmental organization, offering a distinctive opportunity to contribute to impactful, world-changing initiatives.
We foster a vibrant, mission-oriented workplace that prioritizes meaningful contributions and groundbreaking advancements.
Cross-cultural collaboration, professional development, and ongoing learning opportunities are available.
Compensation for this role will include a competitive salary commensurate with experience, along with comprehensive benefits such as health, dental, and vision insurance, a 401(k) retirement plan with company matching, paid time off, and professional development opportunities. The position offers a flexible work environment, performance bonuses, and eligibility for company stock options. Additionally, employees will receive access to wellness programs and employee assistance resources.
A salary that aligns with industry standards will be provided, reflecting your professional background and expertise. Furthermore,
Natural State provides a generous annual leave package totaling 33 days, which encompasses both accrued vacation time and recognized public holidays.
The position also includes additional office closure days in December, comprehensive pension benefits, and medical coverage.
Qualifications
BA/BSc/HND
Experience Required
5 - 7 years
