Our client, Health Research Operations Kenya Limited (HROKL), the operating entity for the KEMRI Wellcome Trust Research Programme, a world class health research Programme based in Kenya, conducting multi-disciplinary research that spans infectious diseases, vaccines, maternal child and neonatal health, health systems, and emerging health threats. The Programme’s research leverages an integrated platform that includes bioscience laboratories, a clinical trials facility and clinical team, the clinical information network, the Kilifi demographic and health surveillance site, and robust community engagement, generating evidence that informs local and global health policy.

HROKL is seeking a motivated, service-oriented IT Support Technician to provide frontline, entry-level IT Support to users. This role is ideal for an early‑career IT professional looking to build hands‑on experience in a dynamic research environment.

JOB PURPOSE

The Junior IT Support Technician will serve as the first point of contact for IT users, providing day‑to‑day technical assistance and basic troubleshooting support. The role focuses on supporting the installation, maintenance, and reliable operation of IT systems and devices while offering learning and growth opportunities under the guidance of senior IT staff.

KEY ROLES AND RESPONSIBILITIES

• Provide first‑level technical support to users through physical and remote troubleshooting, resolving common IT issues and appropriately escalating complex incidents.
• Assist with the installation, configuration, and basic maintenance of computers, printers, operating systems, and other endpoint devices.
• Support routine IT operational tasks such as user setups, basic network connectivity checks, and device rollovers in line with established procedures.
• Document support requests, actions taken, and resolutions within the IT service management system.
• Assist senior IT staff and vendors during IT equipment deployments, upgrades, and maintenance activities.
• Support users with basic system usage guidance and contribute to the development of simple user guides and FAQs.
• Participate in IT projects and learning activities to build knowledge of organisational systems, tools, and standards.
• Adhere to IT policies, security guidelines, and change management processes at all times.

EDUCATIONAL QUALIFICATIONS & CAREER EXPERIENCE

• Bachelor’s Degree in Computer Science, Information Technology,
• Entry‑level IT certifications, including Microsoft Certified IT Professional (MCITP) or similar, are an added advantage.
• A minimum of three (3) years of exposure to IT endpoint or user support, preferably within environments using Active Directory services.
• Practical exposure to frontline IT support tasks such as basic troubleshooting, system maintenance, and user support is desirable.
• Demonstrated ability and eagerness to learn new technologies and develop practical IT skills.

CORE COMPETENCIES

• High level of integrity and respect for confidentiality.
• Good verbal and written communication skills.
• Willingness to learn, follow instructions, and work collaboratively within a team.
• Basic problem‑solving and analytical skills.
• Ability to organise tasks and work within defined timelines

All applicants are advised to adhere to the application guidelines for consideration. Only shortlisted candidates will be contacted.

NB: Flexi Personnel does not charge candidates for job placement.