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Kenya Tablet Services Specialist

Degree in Information Technology 4-5 years experience. ITIL Version certification. Knowledge of android devices and how to troubleshoot device applications. Knowledge on using G-suite applications and how to troubleshoot.

Job overview

Location
Kenya
Career Level
Professionals
Kenya

Kenya

Kenya was our founding country of operation, and it remains our largest in terms of both numbers of clients and staff.

About One Acre Fund

Founded in 2006, One Acre Fund supplies 1 million smallholder farmers with the agricultural services they need to make their farms vastly more productive. Our 8,000+ team is drawn from diverse backgrounds and professions. With operations across six core countries in Africa, we make farmers more prosperous by providing quality farm supplies on credit, delivered within walking distance of farmers’ homes, and agricultural training to improve harvests. On average, our farmers harvest 50 percent more food after working with One Acre Fund. 

To learn more about our work, take a look at our Why Work Here blog for more information.

About the Role

The tablet services specialist role is to manage tablet services coordinators and ensure that tablet users service level agreements are met as they conduct their business activities. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of tablet users requests and incidents, including the monitoring, tracking, and coordination of functional escalations. The tablet service specialist will also contribute to problem resolution by giving in-person, hands-on support to tablets users remotely.

Responsibilities

  • Manage the processing of incoming calls to IT Operations tablets center through telephone, email, chat, USSD and other channels to ensure courteous, timely, and effective resolution of end user issues on Tablets, Mobile devices, Mobile Applications and G-Suite Workspace Applications.
  • Monitor Tablets, Mobile devices, Mobile Applications and G-Suite Workspace Applications requests/incidents received through IT Operations Tablets Center.
  • Recording, tracking, and documenting the IT Operations Tablets Center. Request processes, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
  • Lead revision of Service level agreements when need be and making sure they are followed.
  • Oversee the implementation and administration of Tablets service team staff / Level 1 technicians training procedures.

Career Growth and Development

We have a strong culture of constant learning and we invest in developing our people. You’ll have weekly check-ins with your manager, access to mentorship and training programs, and regular feedback on your performance. We hold career reviews every six months, and set aside time to discuss your aspirations and career goals. You’ll have the opportunity to shape a growing organization and build a rewarding long-term career.

Qualifications

Across all roles, these are the general qualifications we look for. For this role specifically, you will have:

  • Degree in Information Technology or related field.
  • 3+ years of experience in Service Desk/Service Centre.
  • ITIL Version 3 or 4 certification an added advantage.
  • Knowledge of android devices and how to troubleshoot the devices.
  • Knowledge on using G-suite applications and how to troubleshoot them.

Preferred Start Date

As soon as possible

Job Location

Kakamega, kenya

Benefits

Health insurance, paid time off 

Eligibility

This role is only open to citizens or permanent residents of Kenya

Application Deadline

We hire on a rolling basis which means that applications are reviewed and processed on a continuous basis until a hire is made.

One Acre Fund never asks candidates to pay any money or pay for tests at any stage of the interview process. Official One Acre Fund emails will always arrive from an @oneacrefund.org address. Please report any suspicious communication here (globalhotline@oneacrefund.org), but do not send applications or application materials to this email address.

Diversity, Equity, Inclusion (DEI), and anti-racism are deeply connected to our organization’s mission and purpose. One Acre Fund aspires to build a culture where all staff feel consistently valued, represented, and connected – so that our team can thrive as professionals, and achieve exceptional impact for the farmers we serve.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender, gender identity or expression. We are proud to be an equal opportunity workplace.

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