Role Summary
The Senior ICT Officer will deliver consistent, end-to-end information and communications technology support throughout Natural State’s operational network, with a primary emphasis on facilitating the deployment of Microsoft Dynamics ERP. Reporting to the Systems & Strategy Implementation Specialist, the incumbent will take a leading role in ERP deployment, end-user training, and continuous systems’ administration, while also contributing to the maintenance of essential platforms such as Airtable and JIRA. This is a highly practical, senior-level technical position demanding deep expertise in advanced troubleshooting, systems deployment, and the capacity to educate and assist users across varied geographical locations and connectivity conditions.
Oversee and execute core duties encompassing strategic planning, operational management, and team leadership to drive organizational objectives. Develop and implement policies, procedures, and best practices to optimize workflow efficiency and ensure compliance with industry standards. Collaborate cross-functionally to align departmental goals with broader company initiatives, fostering a culture of accountability and continuous improvement. Monitor performance metrics, analyze data trends, and provide actionable insights to senior leadership to inform decision-making processes. Additionally, mentor and develop team members through coaching, training, and performance evaluations to cultivate a high-performing workforce.
Microsoft Dynamics ERP Implementation Support professionals are responsible for delivering comprehensive assistance throughout the deployment, configuration, and optimization of Microsoft Dynamics ERP solutions. They collaborate closely with clients to assess business requirements, develop tailored implementation strategies, and ensure seamless integration with existing systems. Key duties include troubleshooting technical issues, providing training to end-users, and maintaining system performance to maximize operational efficiency. Strong proficiency in Microsoft Dynamics modules, excellent problem-solving skills, and effective communication abilities are essential. Additionally, candidates must have prior experience with ERP implementations, a deep understanding of business processes, and the capacity to work under tight deadlines while adhering to best practices.
Support the Systems & Strategy Implementation Specialist in configuring, testing, and deploying Microsoft Dynamics ERP throughout Natural State’s operational framework.
Support involves overseeing data migration initiatives, conducting user acceptance testing, and verifying the accuracy of system outputs to ensure seamless integration and operational reliability.
Provide support in the creation of user guides and training materials, as well as facilitate end-user training sessions.
Deliver primary-tier and advanced-tier assistance for ERP-related user challenges throughout and following the implementation phase.
Assist in documenting workflows, system configurations, and change requests to ensure accuracy and clarity in operational procedures.
Provide technical assistance and resolve issues for end users through a dedicated helpdesk service, ensuring prompt and effective resolution of inquiries and problems. Maintain detailed records of support interactions, including incident descriptions, troubleshooting steps, and outcomes, to facilitate accurate tracking and reporting. Collaborate with cross-functional teams to identify recurring issues, suggest improvements to systems and processes, and contribute to the development of knowledge base articles for user self-service. Prioritize tasks based on urgency and impact, adhering to established service level agreements to deliver consistent and reliable support. Stay current with product updates, emerging technologies, and industry best practices to enhance service quality and efficiency.
Act as the primary liaison for all ICT-related support inquiries submitted by staff across the three NS Workstations.
Diagnose and resolve technical issues pertaining to hardware, software, email systems, and connectivity for laptops, printers, mobile devices, and office networks.
Oversee the helpdesk ticketing system, prioritizing prompt resolution and maintaining transparent communication with users.
Deliver remote assistance to field personnel and employees stationed at off-site locations.
Administer Airtable and JIRA systems to streamline project tracking, data management, and workflow optimization. Ensure accurate maintenance of databases, update records, and generate reports as needed. Collaborate with cross-functional teams to integrate tools, resolve technical issues, and enhance system functionality. Monitor performance metrics, troubleshoot errors, and implement improvements to maintain high operational efficiency. Requires proficiency in Airtable and JIRA, strong organizational skills, and the ability to manage multiple priorities in a fast-paced environment.
Act as an internal administrator for Airtable by overseeing user access management and resolving technical issues as they arise.
As an internal administrator for JIRA, responsibilities include configuring projects, managing workflows, and providing user support to ensure seamless system operation.
Support teams in enhancing their utilization of both platforms for effective project tracking, streamlined data management, and comprehensive reporting.
Microsoft 365 & Network Administration
We are seeking a skilled professional to administer and optimize our Microsoft 365 environment and network infrastructure. The ideal candidate will possess expertise in managing Microsoft 365 applications, including Exchange Online, SharePoint, Teams, and OneDrive, alongside configuring and maintaining hybrid environments. Additionally, you will oversee our on-premises and cloud-based network systems, ensuring seamless connectivity, robust security, and high performance. Responsibilities include implementing and enforcing security policies, managing user access and permissions, monitoring system health, and troubleshooting technical issues. A strong background in Active Directory, DNS, DHCP, VPN, and firewall configurations is essential. Familiarity with PowerShell scripting, Azure AD, and compliance tools is highly desirable. The role requires excellent problem-solving skills, proactive issue resolution, and the ability to collaborate effectively with cross-functional teams.
Administer and maintain Microsoft 365 Apps, such as Teams, SharePoint, OneDrive, Outlook, Exchange, and the admin center, ensuring seamless functionality and user support. Provide technical assistance and troubleshooting for these applications to enhance productivity and collaboration across the organization. Manage user access, permissions, and configurations while monitoring system performance to address any issues proactively. Additionally, stay updated with Microsoft’s latest updates and best practices to optimize the deployment and utilization of these tools.
Monitor and ensure the seamless operation of office networks, including Wi-Fi, routers, and firewalls, across Kabuki and other Natural State sites.
Collaborate with internet service providers and third-party ICT vendors to coordinate repairs, system upgrades, and new installations.
Conduct regular system backups and support fundamental cybersecurity practices to maintain operational integrity and safeguard digital assets.
ICT administration and compliance involve overseeing the management, maintenance, and security of information and communication technology systems and ensuring adherence to relevant regulatory standards. This role requires strong technical expertise in ICT infrastructure, including hardware, software, and network management, as well as a thorough understanding of compliance frameworks such as data protection laws, industry regulations, and organizational policies. Responsibilities include implementing and monitoring security protocols, conducting regular audits, managing user access controls, and addressing compliance-related queries or issues. Additionally, the position demands proactive problem-solving skills, meticulous attention to detail, and the ability to communicate complex technical requirements clearly to non-technical stakeholders.
Maintain precise documentation of ICT assets, software licenses, and equipment inventory.
Compiles and supports the development of ICT reports intended for internal stakeholders, ensuring accuracy and timeliness in delivery.
Ensure adherence to data protection regulations, including GDPR and the Kenyan Data Protection Act.
We are seeking a highly skilled and experienced professional to join our team, and the ideal candidate will possess the following qualifications and experience. A minimum of five years of relevant work experience in a similar role is required, along with a proven track record of success in [specific industry or field, if applicable]. Candidates must hold a [required degree or certification, e.g., Bachelor’s degree in Business Administration or Certified Public Accountant (CPA) designation] from an accredited institution. Strong proficiency in [specific software, tools, or methodologies, e.g., Microsoft Office Suite, SAP, or Agile project management] is essential, as is the ability to analyze complex data sets and derive actionable insights. Excellent communication skills, both written and verbal, are necessary to collaborate effectively with cross-functional teams and stakeholders. Prior experience in [specific task or responsibility, e.g., budget forecasting, client relationship management, or team leadership] is highly desirable. The successful candidate will demonstrate adaptability, problem-solving capabilities, and a commitment to continuous learning and professional development.
Applications will be deemed incomplete and ineligible for consideration if any of the following required materials are missing.
A Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a closely related discipline is required.
With a minimum requirement of five to seven years of experience in an ICT support or senior-level IT officer position, candidates should demonstrate a proven track record in delivering technical solutions and resolving complex IT issues.
Professional candidates should possess practical experience in supporting or contributing to the deployment of an Enterprise Resource Planning (ERP) system, with a preference for Microsoft Dynamics, though familiarity with other platforms such as SAP, Oracle NetSuite, Odor, or comparable solutions is also acceptable.
We seek candidates with proven expertise in Airtable, specifically in designing and administering databases, alongside developing automations, scripts, and integrations to streamline workflows.
Proven expertise in utilizing and managing JIRA is required.
Proficiency in Microsoft 365 is required, with demonstrated expertise across its core applications, including Teams, SharePoint, OneDrive, Outlook, Word, Excel, PowerPoint, Exchange, and the admin center.
Hardware skills: Demonstrated expertise in diagnosing and resolving issues with laptops, printers, mobile devices, and office networks.
Seeking candidates who possess robust to exceptional qualifications that distinctly set them apart from others in the selection process.
Professional rewrite:
Applicants must possess hands-on experience with Microsoft Dynamics ERP systems, including but not limited to implementation, configuration, and administration tasks.
Professional experience with non-profit organizations, conservation efforts, or mission-driven initiatives is required.
Proficiency in assisting remote or field-based personnel who encounter inconsistent internet access is required.
We seek candidates with a proven track record in executing data migration initiatives, conducting User Acceptance Testing (UAT), or delivering user training programs for newly implemented systems.
Demonstrated expertise in instructing team members on the implementation and utilization of new systems and tools.
Proven expertise in utilizing helpdesk ticketing systems to manage and resolve technical issues efficiently.
Possesses a foundational understanding of cybersecurity principles and practices.
Proficient in managing relational databases, with hands-on experience using platforms such as Airtable, Smart sheet, Notion databases, or comparable systems.
Experienced professionals with a background in ICT asset management or inventory tracking are encouraged to apply.
Experienced in providing assistance to users spanning diverse geographical locations and time zones.
Acquaintance with data protection regulations, including GDPR and the Kenyan Data Protection Act, is essential.
Candidates must hold ITIL 4 certification at the Foundation level or above.
We value candidates who possess the following additional qualifications, which will be considered as tie-breakers during the selection process:
Microsoft requires candidates to hold a valid Microsoft Dynamics certification, such as MB-910 or MB-920, as part of their qualifications for this role.
Microsoft 365 certification, such as MS-900 or MD-102, is required.
Seeking candidates with Compton A+ and Network+ certifications.
Experience in system integration projects is required, encompassing the design, implementation, and maintenance of seamless connections between diverse software platforms and hardware systems.
Experienced in developing comprehensive documentation for system workflows and producing instructional training materials.
Seeking a candidate with exceptional interpersonal skills, strong problem-solving abilities, and proven leadership experience to drive team success and foster collaboration. The ideal applicant will demonstrate adaptability in dynamic environments, exhibit a proactive approach to challenges, and maintain a results-driven mindset. Key attributes include excellent communication, emotional intelligence, and a commitment to continuous professional development. Additionally, the role requires the ability to mentor colleagues, resolve conflicts diplomatically, and inspire a positive workplace culture.
Proactively embraces evolving circumstances, demonstrating adaptability in dynamic environments while methodically verifying system functionality and driving incremental enhancements through iterative refinement.
Service orientation: Demonstrating a sincere commitment to assisting staff in resolving technical issues, while fostering patience and clear communication throughout the process.
Attention to detail is essential, particularly when handling data migration, managing user access, and maintaining accurate documentation.
Problem-solving: Demonstrates a systematic approach to identifying and resolving issues, maintaining composure and effectiveness in high-pressure situations.
Ability to translate complex technical information into clear, accessible language for non-technical stakeholders is essential.
Aptitude for training encompasses the capacity to develop well-structured training materials and effectively conduct instructional sessions.
Demonstrates unwavering dependability by ensuring all support requests and implementation tasks are completed thoroughly and on schedule.
What We Offer
Join a globally esteemed environmental organization, offering the chance to contribute to impactful initiatives on an international scale.
A vibrant workplace driven by purpose, where impact and innovation are at the heart of every endeavor.
Opportunities exist for collaboration across diverse cultures, fostering both professional development and lifelong learning.
Compensation for this role comprises a competitive base salary along with performance-based bonuses, comprehensive health benefits, and retirement savings contributions. Eligibility for this position requires a bachelor’s degree in a relevant field, at least five years of progressive professional experience, and proficiency in industry-standard software or tools. Key responsibilities include leading cross-functional teams, developing strategic initiatives, and ensuring compliance with organizational policies and regulations. Strong leadership, analytical, and communication skills are essential for success in this position.
A salary that aligns with your expertise and professional background will be provided. Moreover,
Natural State provides a generous annual holiday entitlement of 33 days, encompassing both paid vacation time and public holidays.
Additionally, the role includes benefits such as comprehensive medical coverage, a pension plan, and designated office closure days throughout December.
Qualifications
BA/BSc/HND
Experience Required
5 - 7 years
