Oversee a comprehensive range of duties, including managing project timelines, coordinating team efforts, and ensuring adherence to company policies and industry regulations. Execute strategic planning to optimize workflow efficiency, allocate resources effectively, and maintain high standards of quality and productivity. Collaborate cross-functionally with departments to align objectives, address challenges, and foster innovation. Provide mentorship and guidance to team members, supporting their professional growth and development. Monitor performance metrics, analyze data trends, and implement corrective actions as needed to achieve operational excellence.
Key responsibilities for this position include, but are not limited to, the following:
Act as the primary liaison for all IT-related inquiries and service requests, ensuring seamless communication and resolution across the organization.
Deliver initial technical support for incidents submitted via telephone, electronic mail, ticketing platforms, and in-person inquiries.
Log, classify, and prioritize incidents while troubleshooting and resolving them to meet agreed-upon service level agreements (SLAs).
Escalate unresolved incidents to second-line support teams or external vendors, ensuring continued accountability for the incident lifecycle.
Provide technical support for Windows operating systems, Microsoft Office Suite applications, email systems, printers, VPN connectivity, network access, and user account management.
Process and manage service requests, encompassing tasks such as account creation, password resets, access provisioning, and software installation.
Offer remote assistance utilizing approved tools while facilitating the installation and configuration of desktops, laptops, printers, and mobile devices.
Maintain adherence to established access management policies and procedures.
Execute fundamental network troubleshooting tasks, encompassing TCP/IP configurations, DNS resolution, DHCP assignments, LAN/WAN infrastructure, Wi-Fi connectivity, and VPN access verification.
Responsible for ensuring the precision and currency of support documentation, knowledge base articles, IT asset inventories, and service records.
Compile and distribute IT service desk reports and performance metrics to stakeholders on a regular basis.
Collaborate effectively with internal stakeholders and external partners to uphold seamless service delivery and maintain uninterrupted business operations.
Proven expertise in the following essential skills and qualifications is necessary for this role: advanced problem-solving capabilities, effective communication and interpersonal skills, meticulous attention to detail, proficiency in data analysis, the ability to work collaboratively within a team, strong organizational and time management skills, a commitment to continuous learning, and adaptability to changing priorities. Candidates must demonstrate a track record of delivering results in dynamic environments and possess the capacity to manage multiple responsibilities efficiently. Familiarity with industry-specific tools and methodologies, along with a dedication to maintaining high standards of quality, is also required.
Exceptional proficiency in analytical reasoning, troubleshooting methodologies, and problem-solving strategies is essential.
Proven ability to communicate effectively, both verbally and in writing, with a steadfast commitment to delivering exceptional customer service.
Proficient in conveying complex information clearly and concisely to diverse audiences, including technical and non-technical stakeholders.
Proven capability to perform efficiently in high-pressure environments, skillfully prioritize competing tasks, and adeptly manage multiple assignments concurrently.
Maintains a high level of professionalism while demonstrating unwavering integrity and an unwavering commitment to customer satisfaction.
Applicants must meet the following essential qualifications to be considered for this position. A bachelor’s degree in a relevant field, such as engineering, computer science, or business administration, is required, along with a minimum of three years of professional experience in a related industry. Proficiency in industry-standard software applications, such as Microsoft Office Suite or specialized tools pertinent to the role, is mandatory. Strong analytical, problem-solving, and communication skills are essential, as is the ability to work effectively in a team-oriented environment. Additionally, candidates should possess a proven track record of delivering results and meeting deadlines in previous roles.
Candidates who meet the eligibility criteria should demonstrate proficiency in the following areas:
A bachelor’s degree in Information Technology, Computer Science, Information Systems, or an equivalent discipline is required.
Requires a minimum of two to four years of hands-on experience in an IT support or service desk capacity.
Professional certifications, including ITIL Foundation Certification, Compton A+, Network+, Microsoft certifications, or equivalent credentials, are highly advantageous.
Professional candidates should possess a solid understanding of networking fundamentals, covering TCP/IP protocols, DNS and DHCP operations, LAN and WAN architectures, Wi-Fi troubleshooting techniques, and VPN connectivity management.
Proficient in Microsoft Windows Operating Systems, the Microsoft Office Suite, Active Directory, remote support tools, and ticketing systems.
Proficiency in cybersecurity principles and access control methodologies is essential.
Qualified candidates interested in this position must submit their applications, including their CVs and certified copies of relevant certificates, to the Human Resources Manager at hr_recruitment@madison.co.ke. Kindly ensure the email subject line specifies the role applied for, and submit your application no later than June 25, 2026.
Qualifications
BA/BSc/HND
Experience Required
2 - 4 years
