Role Summary
The Senior ICT Officer will deliver consistent, day-to-day 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 pivotal role in ERP deployment, end-user training, and continuous systems’ administration, while providing assistance in maintaining essential platforms, including Airtable and JIRA. This is a practical, senior-level technical position demanding expert-level troubleshooting capabilities, extensive systems implementation expertise, and the capacity to educate and assist users across varied geographic locations and differing connectivity conditions.
Oversee and execute a comprehensive range of duties, including but not limited to strategic planning, project management, and cross-functional collaboration to ensure organizational objectives are met with precision. Develop and implement initiatives that enhance operational efficiency, foster innovation, and drive sustainable growth. Monitor performance metrics, analyze data trends, and provide actionable insights to senior leadership to support informed decision-making. Lead and mentor a high-performing team, delegating tasks effectively while ensuring accountability and professional development. Maintain compliance with industry regulations, company policies, and best practices to uphold organizational integrity and mitigate risks. Serve as a liaison between departments, stakeholders, and external partners to facilitate seamless communication and alignment of goals.
Microsoft Dynamics ERP Implementation Support professionals provide specialized assistance in deploying, configuring, and maintaining Microsoft Dynamics ERP solutions to ensure seamless integration and optimal performance. This role requires expertise in ERP systems, particularly Dynamics 365 Finance and Operations or related modules, along with proficiency in troubleshooting technical issues, customizing workflows, and aligning implementations with business objectives. Candidates must possess strong analytical skills, project management experience, and the ability to collaborate effectively with cross-functional teams to deliver tailored solutions that enhance operational efficiency and drive organizational growth.
Assist the Systems & Strategy Implementation Specialist by actively contributing to the configuration, testing, and deployment of Microsoft Dynamics ERP throughout Natural State’s operational framework.
Assist in the transfer of data, conduct user acceptance testing, and verify the accuracy of system outputs.
Support the creation of user guides and training materials while delivering end-user training sessions.
Deliver primary and advanced assistance for ERP-related user inquiries throughout the implementation phase and beyond.
Assist in documenting workflows, system configurations, and change requests to ensure accuracy and clarity in operational procedures.
Provide technical assistance and troubleshooting for end users, addressing hardware, software, and network-related issues through the helpdesk system. Respond to inquiries via phone, email, or ticketing platforms while maintaining a high level of customer service and issue resolution. Document interactions, diagnoses, and solutions in the knowledge base to ensure consistency and future reference. Collaborate with IT teams to escalate complex problems and implement system improvements. Monitor and track ticket statuses to meet SLAs and ensure timely resolution. Stay updated on software updates, security patches, and emerging technologies to provide informed support. Contribute to training initiatives to enhance end-user proficiency and reduce support ticket volume.
Act as the primary contact for all ICT-related support inquiries submitted by staff members across the three NS Workstations.
Investigate and resolve hardware, software, email, and connectivity challenges across laptops, printers, mobile devices, and office networks.
Oversee the helpdesk ticketing system, prioritizing prompt resolution and fostering transparent communication with users.
Offer remote assistance to field personnel and staff members located at distant sites.
Administers Airtable and JIRA platforms to ensure seamless project tracking, data management, and workflow optimization. Oversees database maintenance, updates records, and configures automation to enhance team efficiency. Monitors system performance, troubleshoots issues, and implements best practices for data integrity and security. Collaborates with cross-functional teams to gather requirements, customize workflows, and provide user support. Maintains documentation, conducts training sessions, and ensures compliance with organizational standards and regulatory guidelines.
Provide administrative support for Airtable internally, overseeing user access management and resolving technical issues as a member of the team.
Act as the internal JIRA administrator, responsible for configuring projects, managing workflows, and providing user assistance.
Teams are responsible for enhancing the utilization of both platforms to streamline project tracking, data management, and reporting processes.
Microsoft is seeking a skilled professional to manage and optimize Microsoft 365 and network infrastructure. The ideal candidate will oversee the administration, configuration, and maintenance of Microsoft 365 services, including Exchange Online, SharePoint, Teams, and OneDrive, while ensuring seamless integration and security. Additionally, responsibilities include managing network systems, implementing security protocols, troubleshooting connectivity issues, and collaborating with cross-functional teams to support business operations. Proficiency in Microsoft 365 administration, network infrastructure, and cybersecurity measures is essential, along with strong problem-solving and communication skills to drive efficiency and reliability across digital platforms.
Administer and provide technical support for Microsoft 365 applications, including Teams, SharePoint, OneDrive, Outlook, Exchange, and the Microsoft 365 admin center.
Oversee and sustain the integrity of office network infrastructure—including Wi-Fi, routers, and firewalls—across Kabuki and other Natural State sites.
Collaborate with internet service providers and external ICT vendors to facilitate repairs, upgrades, and installations.
Conduct regular system backups and provide support in maintaining essential cybersecurity practices.
Performs ICT administration tasks while ensuring adherence to compliance standards, including the management of systems, networks, and security protocols to maintain organizational integrity and regulatory alignment.
Maintain precise documentation of ICT assets, software licenses, and equipment inventories to ensure compliance and transparency.
Provide support in compiling ICT reports intended for internal circulation.
Ensure adherence to all relevant data protection regulations, including but not limited to the General Data Protection Regulation (GDPR) and the Kenyan Data Protection Act.
Bachelor’s degree in Computer Science, Engineering, or a related field is required. Minimum of five years of professional experience in software development, system architecture, or a related technical discipline is necessary. Proficiency in multiple programming languages such as Python, Java, or C++ is essential. Experience with cloud platforms including AWS, Azure, or Google Cloud is preferred. Familiarity with DevOps practices, containerization technologies (e.g., Docker, Kubernetes), and CI/CD pipelines is highly desirable. Strong problem-solving skills and the ability to work collaboratively in an Agile environment are critical. Excellent communication skills for articulating technical concepts to non-technical stakeholders are a must.
Applications that do not include all the following required materials will not be considered for review.
A Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a closely related discipline is required.
A minimum of five to seven years of practical experience in an ICT support or senior IT officer capacity is required.
Professional candidates will have practical experience in the deployment, maintenance, or technical support of enterprise resource planning (ERP) systems, with a preference for Microsoft Dynamics. Familiarity with alternative platforms such as SAP, Oracle NetSuite, Odoo, or comparable solutions is also acceptable.
Demonstrated expertise in leveraging Airtable to develop and maintain databases, with a strong ability to configure automations, write scripts, and establish integrations.
Proven expertise in utilizing and managing JIRA is required.
Proficiency in Microsoft 365 is required, with demonstrated expertise across key applications including Teams, SharePoint, OneDrive, Outlook, Word, Excel, PowerPoint, Exchange, and the admin center.
Hardware expertise encompasses proficiency in diagnosing and resolving issues with laptops, printers, mobile devices, and office network systems.
Strong to Have (Strongly differentiates candidates)
Required candidates must possess hands-on experience with Microsoft Dynamics ERP solutions, including implementation, configuration, or administration.
Professionals with a background in non-profit, conservation, or mission-driven organizations will find this role particularly suitable. Experience within these sectors is highly preferred, as it demonstrates a commitment to advancing meaningful causes and aligning with organizational values centered on purpose and impact. Candidates should possess a strong understanding of the unique challenges and opportunities that arise in such environments, including resource constraints, stakeholder engagement, and strategic program development. Familiarity with mission-driven leadership, ethical decision-making, and sustainable practices will be key to success in this position.
Proven ability to assist remote or field-based personnel who encounter inconsistent internet connectivity.
Proficiency in data migration processes, user acceptance testing (UAT), or delivering user training initiatives for newly implemented systems is required.
Demonstrates a strong track record in effectively instructing team members on the implementation and utilization of new technologies and software solutions.
Proficiency in utilizing helpdesk ticketing systems is essential for this role.
Individuals should possess a fundamental understanding of cybersecurity principles, encompassing topics such as network security, threat detection, and risk management. Proficiency in identifying vulnerabilities, implementing protective measures, and adhering to best practices for safeguarding digital assets is essential. Familiarity with common cyber threats, including malware, phishing, and unauthorized access attempts, along with basic knowledge of encryption and secure coding practices, is required. Additionally, the ability to interpret security alerts and logs contributes to maintaining a robust defense against potential breaches.
Proven expertise in relational database management systems, such as Airtable, Smart sheet, Notion databases, or comparable platforms, is essential.
Professional candidates will possess prior experience in managing ICT assets or overseeing inventory tracking systems.
Experience providing assistance to users spanning diverse geographical regions and varying time zones.
Proficiency in data protection regulations, including GDPR and the Kenyan Data Protection Act, is essential.
ITIL 4 certification at the Foundation level or above is required.
Nice to Have (Tie-breakers only)
Earn a Microsoft Dynamics certification, such as MB-910 or MB-920, to demonstrate your expertise in the platform.
Microsoft 365 certification, such as the MS-900 or MD-102 credentials, is essential for this role.
Compton A+ and Network+ certifications are required for this position. Candidates must possess these credentials to qualify for consideration. These certifications validate essential skills in hardware, software, networking principles, and troubleshooting methodologies. A thorough understanding of IT infrastructure, including operating systems, network configurations, and security protocols, is expected. Additionally, proficiency in identifying and resolving technical issues across various platforms is necessary.
Proven track record in implementing and managing system integrations, ensuring seamless connectivity between disparate platforms and applications.
Experienced in capturing system workflows through detailed documentation and developing comprehensive training materials to support user adoption and operational efficiency.
Personal Competencies
Proactively embraces evolving environments, thrives amidst change, and demonstrates proficiency in system evaluation and continuous refinement through iterative enhancements.
Service orientation: Demonstrates a strong commitment to assisting staff in resolving technical challenges through patience and clear communication.
Attention to detail is essential, particularly when handling data migration tasks, managing user access permissions, and maintaining accurate documentation.
Methodical diagnostic skills are essential to effectively resolve issues, particularly in high-pressure situations.
Ability to articulate complex technical information in terms that are accessible to colleagues without a technical background is essential.
Demonstrated proficiency in developing comprehensive training materials and effectively delivering instructional sessions.
Ensures unwavering reliability by consistently completing support requests and implementation tasks as assigned.
What We Offer
You will have the chance to contribute to a globally recognized environmental organization, gaining exposure to impactful sustainability initiatives and international collaboration.
We foster a vibrant, mission-oriented workplace where impact and innovation drive our collective success.
We offer opportunities for enriching cross-cultural collaboration, sustained career development, and ongoing learning experiences.
We offer a competitive compensation package designed to attract and retain top talent. The salary will be commensurate with experience and qualifications, and includes comprehensive benefits such as health insurance, retirement savings plans, and paid time off. Performance-based bonuses and professional development opportunities may also be available to further support career growth. This role provides a stable and rewarding work environment with opportunities for advancement.
A salary package will be provided that is competitive, aligning with the candidate’s background and professional credentials.
Natural State provides an annual leave package of 33 days, encompassing both accrued vacation time and recognized public holidays.
The role also includes additional office closure days throughout December, access to a pension scheme, and comprehensive medical coverage.
Qualifications
BA/BSc/HND
Experience Required
5 - 7 years
