Role Summary
The Senior ICT Officer will deliver consistent, end-to-end information and communications technology support throughout Natural State’s operational framework, with a primary emphasis on facilitating the deployment of the Microsoft Dynamics ERP system. Reporting to the Systems & Strategy Implementation Specialist, responsibilities will include active participation in ERP implementation, user training initiatives, and continuous systems’ administration, in addition to maintaining critical platforms such as Airtable and JIRA. This is a dynamic, senior-level technical position demanding sophisticated troubleshooting capabilities, extensive systems deployment expertise, and the proficiency to educate and assist users across varied geographical locations and varying connectivity conditions.
Oversee a range of critical duties encompassing strategic planning, operational execution, and team leadership to drive organizational success. Deliver impactful presentations to senior stakeholders, ensuring alignment with business objectives and fostering stakeholder engagement. Collaborate cross-functionally to streamline processes, enhance efficiency, and achieve key performance indicators. Monitor team performance, provide constructive feedback, and implement development initiatives to cultivate a high-performing workforce. Identify and mitigate risks, ensuring compliance with regulatory standards and internal policies. Manage project timelines, budgets, and resources to optimize outcomes and deliver measurable results.
Microsoft provides specialized support for the implementation and deployment of its Dynamics ERP solutions, assisting clients with technical guidance, troubleshooting, and system configuration to ensure seamless integration and optimal functionality. The role involves collaborating with cross-functional teams to address implementation challenges, providing detailed documentation, and delivering training sessions to empower end-users. Strong problem-solving skills are essential, along with proficiency in ERP systems, particularly Dynamics 365 Finance and Operations. Candidates should possess excellent communication abilities to liaise with stakeholders at all levels and ensure alignment with business objectives. Experience in project management and a deep understanding of ERP implementation methodologies are highly desirable.
Provide dedicated support to the Systems & Strategy Implementation Specialist in configuring, testing, and deploying Microsoft Dynamics ERP across Natural State’s operational framework.
Assist with the transfer of data, conduct user acceptance testing, and verify the accuracy of system outputs.
Support the creation of user manuals, training resources, and facilitate hands-on training sessions for end-users.
Deliver primary and advanced assistance for ERP-related user problems throughout and following the implementation phase.
Document workflows, system configurations, and change requests comprehensively.
Provide technical assistance and resolve issues for end-users through the helpdesk, addressing inquiries, troubleshooting hardware and software problems, and ensuring timely resolution of IT-related concerns to maintain operational efficiency. Document support interactions, track ticket statuses, and escalate complex issues to appropriate teams as needed. Maintain up-to-date knowledge of IT systems, applications, and troubleshooting procedures to deliver accurate and efficient solutions. Collaborate with cross-functional teams to identify recurring issues and implement preventive measures. Uphold service level agreements (SLAs) and ensure customer satisfaction through professional and courteous communication.
Act as the primary liaison for all ICT-related support inquiries submitted by staff members across the three NS workstations.
Investigate and resolve hardware, software, email, and connectivity issues across laptops, printers, mobile devices, and office networks.
Oversee the helpdesk ticketing system to guarantee prompt resolution of issues and maintain transparent communication with users throughout the process.
Deliver remote assistance to on-site personnel and staff located at distant facilities.
Administer and maintain Airtable and JIRA systems to ensure seamless functionality and optimal performance. Oversee the configuration, updates, and troubleshooting of these platforms to support team workflows and project management requirements. Collaborate with stakeholders to gather system needs, implement enhancements, and resolve technical issues promptly. Ensure data integrity, security, and accessibility across both platforms while adhering to organizational policies and best practices.
Act as an internal Airtable administrator, responsible for managing user access and resolving technical issues.
Act as an internal JIRA administrator, responsible for configuring projects, managing workflows, and providing user support.
Skilled professionals will assist teams in enhancing their utilization of both systems to streamline project tracking, data management, and reporting processes.
Microsoft 365 & Network Administration involves overseeing and maintaining Microsoft 365 environments, including Exchange Online, SharePoint Online, and Teams, while ensuring seamless integration with on-premises and hybrid infrastructure. Responsibilities include configuring, managing, and troubleshooting network systems, as well as implementing security protocols to protect data and systems from threats. The role requires expertise in Active Directory, DNS, DHCP, VPN, and firewall management, alongside proficiency in scripting (PowerShell) and monitoring tools to optimize performance and reliability. A strong understanding of cloud services, virtualization technologies, and IT compliance standards is essential. Candidates must possess relevant certifications, such as Microsoft Certified: Modern Desktop Administrator Associate or Microsoft Certified: Azure Administrator Associate, and demonstrate at least three years of hands-on experience in similar roles.
Administer and provide technical support for Microsoft 365 Apps, such as Teams, SharePoint, OneDrive, Outlook, Exchange, and the admin center, ensuring seamless 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 third-party ICT vendors to facilitate repairs, upgrades, and installations.
Execute regular system backups and support fundamental cybersecurity maintenance tasks to ensure data integrity and protection.
ICT Administration & Compliance involves overseeing and ensuring adherence to information and communication technology (ICT) policies, standards, and regulatory requirements. This role is responsible for maintaining system integrity, managing user access controls, and implementing robust security measures to safeguard organizational data. Key duties include conducting regular audits, documenting compliance activities, and providing guidance to teams on best practices for ICT governance. The position requires strong analytical skills, meticulous attention to detail, and a thorough understanding of data protection laws and industry-specific regulations. Additionally, the role demands effective communication abilities to collaborate with stakeholders and address compliance-related inquiries.
Maintain precise documentation of ICT assets, software licenses, and equipment inventories.
Prepare internal ICT reports to support organizational decision-making processes.
Ensure adherence to data protection regulations, including GDPR and the Kenyan Data Protection Act.
Seeking a highly motivated professional with a proven track record in [specific field or industry], supported by relevant educational qualifications and specialized training. Applicants must possess [X years] of hands-on experience in [key responsibilities or areas], along with expertise in [specific skills or tools]. Strong analytical, problem-solving, and communication abilities are essential, along with the capacity to work independently or collaboratively within a team. Familiarity with [industry standards, regulations, or technologies] is preferred, and proficiency in [specific software or methodologies] is required. A commitment to continuous learning and professional development is highly valued.
Applications that lack any of the following requirements will not be considered for further review.
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 hands-on experience in an ICT support or senior-level IT officer capacity.
We seek candidates with practical experience in supporting or participating in the deployment of an ERP system, with a preference for Microsoft Dynamics. Familiarity with alternative platforms such as SAP, Oracle NetSuite, Odoo, or comparable systems will also be taken into consideration.
Proficiency in Airtable is required, with proven experience in designing and managing databases, including the development of automations, scripts, and integrations.
Proven track record in utilizing and managing JIRA systems effectively.
Strong proficiency is required in the Microsoft 365 suite of applications, including Teams, SharePoint, OneDrive, Outlook, Word, Excel, PowerPoint, Exchange, and the Microsoft 365 Admin Center.
Proficient in resolving hardware-related issues, including laptops, printers, mobile devices, and office networks, with demonstrated troubleshooting expertise.
Strong candidates will possess attributes that significantly enhance their candidacy, setting them apart from others in the selection process.
Required: Proven hands-on experience with Microsoft Dynamics ERP solutions, including implementation, configuration, and administration.
Possesses a background in mission-driven, conservation, or non-profit organizations, demonstrating a commitment to purpose-driven work.
Proficiency in providing assistance to remote or field-based personnel operating under inconsistent internet connectivity is required.
Proficiency in data migration processes, user acceptance testing (UAT), or delivering training sessions for newly implemented systems is required.
Demonstrates a strong track record in effectively instructing team members on the implementation and utilization of updated systems and technologies.
Proficiency in utilizing helpdesk ticketing systems is required.
Proficiency in fundamental cybersecurity principles and practices is required. An understanding of common threats, protective measures, and security protocols is essential. Familiarity with risk assessment, encryption methods, and incident response is also expected.
Proficiency in relational database management systems (e.g., Airtable, Smart sheet, Notion databases, or comparable platforms) is required.
Individuals with prior experience in information and communication technology asset management or inventory tracking are encouraged to apply. Familiarity with overseeing and maintaining records of ICT assets or tracking their utilization is required. Applicants should possess hands-on experience in managing inventories of hardware, software, or related technological resources within an organizational setting.
Proficiency in assisting users spanning various countries or time zones is essential.
Possesses a solid understanding of key data protection regulations, including GDPR and the Kenyan Data Protection Act, ensuring compliance with legal requirements in data handling and processing.
Candidates must hold an ITIL 4 certification, which may be at the Foundation level or any higher tier.
Nice to have qualifications serve as advantageous criteria, providing tie-breaking advantages.
Hold a Microsoft Dynamics certification, such as MB-910 or MB-920.
Microsoft 365 certification, such as the MS-900 or MD-102 credentials, is required for this position.
Seeking candidates with Compton A+ and Network+ certifications to validate foundational IT expertise and networking proficiency. These credentials demonstrate essential knowledge in hardware maintenance, operating systems, troubleshooting methodologies, and network infrastructure principles. Ideal applicants will possess hands-on technical skills and a commitment to continuous learning in evolving IT environments.
Proven expertise in implementing and managing system integrations is required. Candidates should possess hands-on experience in connecting disparate systems, ensuring seamless data flow and operational consistency across platforms. Familiarity with integration methodologies, APIs, middleware, and integration platforms is essential.
Experienced in developing detailed documentation of system workflows and designing comprehensive training materials.
Demonstrates exceptional interpersonal skills, showcases strong problem-solving abilities, and maintains a proactive approach to handling challenges. Exhibits a high level of adaptability and displays excellent organizational and time-management capabilities. Possesses solid communication skills, both written and verbal, ensuring clarity and precision in all interactions. Shows a commitment to continuous learning and professional development, staying updated with industry trends and best practices. Encourages collaboration and teamwork, fostering a positive and inclusive work environment.
Possesses a proactive approach to implementation, readily adapting to evolving requirements, conducting thorough system testing, and driving continuous iterative improvements.
Service orientation: A sincere commitment to assisting staff in resolving technical challenges through patience and clear communication.
Attention to detail is essential, requiring meticulous handling of data migration, user access management, and documentation processes.
Proficiently identify and resolve issues through a systematic and analytical approach, demonstrating the capacity to perform effectively in high-pressure situations.
Demonstrated skill in translating complex technical information into clear, accessible language for audiences lacking specialized knowledge.
Aptitude for training encompasses the capability to develop well-structured training materials and effectively conduct instructional sessions.
Ensures consistent follow-through on all support requests and implementation tasks, demonstrating unwavering reliability in every assignment.
What We Offer
Join a globally renowned environmental organization, offering an unparalleled opportunity to contribute to impactful initiatives and sustainable solutions on an international scale.
A vibrant, mission-focused workplace dedicated to driving meaningful change and fostering groundbreaking advancements.
There are ample opportunities for engaging in cross-cultural collaboration, fostering professional development, and pursuing continuous learning.
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A compensation package will be provided, tailored to your professional background and expertise.
Natural State provides an annual leave entitlement of 33 days, encompassing both standard vacation time and recognized public holidays.
In addition to standard office closures in December, the role offers a comprehensive pension scheme and full medical coverage.
Qualifications
BA/BSc/HND
Experience Required
5 - 7 years
