Job title: Business Technology Systems and Infrastructure Administrator, Kenya
Office location: Nairobi
Reports to: Head of Technology, Kenya

Responsibilities and duties

To provide technical assistance in installation/configuration, operation, maintenance of systems hardware/software and infrastructure and where necessary training with hardware & software environments including but not limited to desktop/laptops, IP Telephony system & AV Video Conference systems.

Key responsibilities

IT Service Desk Support

• Provide user support and resolution of 1st and 2nd level technical issues, including training on both hardware & software incidents
• Answer, log & solve calls relating to technology hardware, software, network, printer, and telephony incidents that are reported via telephone or email on the call logging software
• Provide support for virtual and on-site meeting events
• Monitor the Africa team queue for incidents ensuring all issues raised are dealt with in an effective & efficient manner, where possible ensuring these incidents do not breech agreed SLA
• Continue to develop a sound understanding of all skills required for the role to continuously improve the services offered by the IT team, in line with the level of responsibility of the role
• Setup and configure IT and AV equipment as required for both internal and client facing events
• Test new software and hardware, perform installations and updates for all IT equipment including desktops, laptops and mobile devices
• Be aware of technologies, ITIL processes & procedures in use within the department and update where necessary
• Build & re-build of IT equipment with an understanding of imaging software

Systems and infrastructure support

• Support level 3 team with testing and deploying of new technologies
• Perform daily system monitoring, verify the integrity and availability of all hardware, server resources and key processes
• Maintain and support the Network environment to ensure Connectivity and Quality of Service
• Maintain Key Infrastructure Documentation
• Configure, analyse and troubleshoot Wireless Networks
• Support, configure and troubleshoot network equipment that include firewalls and switches
• Review system and application logs and verify scheduled jobs
• Perform analysis, diagnosis, and resolution of reported issues; recommend and implement corrective solutions for users as needed
• Maintain a very high level of FCR (First Contact Resolution Rate) with end users
• Identify commonly recurring requests for assistance and provide advice on how these can be prevented or minimized
• Communicate with end users and follow up on all open and pending tickets. Log issues and escalate tickets to various technical groups where necessary
• Participate in presentations/demos of release candidates by third level support. And pass on the knowledge to the team members
• Provide data extraction reports as per end user request
• Perform the activities under the direct supervision of the respective Team Lead and undertake additional tasks as required
• Advise the Team Lead on any areas that require improvement
• Adhere to the laid down team procedures while maintaining healthy interpersonal relationships
• Analyze and translate end user specifications to technical requirements
• Adhere to duties as assigned to fully meet the requirements of the position

Training support

Deliver supplemental or boot camp training, to members of the local office on an as needed basis to back up our firm wide training team.

Experience and qualifications

• Excellent verbal, written and oral communication skills
• Excellent Client Service skills in fast moving, high pressure and dynamic environments
• Demonstrated ability to work independently and take ownership of issues
• Experience with Lenovo, Dell, HP, Mac products and both Windows and Mac OS operating systems
• Experience with MFP Copiers
• Experience supporting of wireless devices such as but not limited to: Blackberry, iPhone, iPad, Windows Mobile, and Android devices
• Experience with imaging laptops and desktops
• Experience with latest virtual meeting platforms such as Zoom, Cisco WebEx, ON24
• Training Experience

Additional information:
A presentable individual possessing the following developed personal skills and personality

• Brilliant command of the English language and content writing
• Good communication skills (telephone and face to face)
• Ability to multitask and prioritize tasks
• Trustworthy
• Work independently and be self-motivated
• Dedicated focus on meeting targets and results

This role offers a wide variety of technology work in a small, hardworking team. Ideal for those who are looking to be leaders in the industry & are enthusiastic to learn. The successful candidate would ideally have an IT background preferably in the legal sector with a Degree in IT or related field and has an investigative approach to problems. The candidate should also have experience with supporting VIP users.

An excellent self-motivated team player, able to work under pressure and without supervision. A good communicator at all levels, tactful, diplomatic & reliable.

Skills: Essential

• Excellent Telephone and general communication skills
• Demonstrate ability to follow and create procedural documentation
• Experience of Call Logging applications
• Strong problem-solving skills with an analytical mindset
• System and Network  Administration skills
• Knowledge and experience of Windows and Mac OS operating systems
• Windows Server
• Knowledge of User Administration via Active Directory

Additional skills

• Knowledge of Microsoft Azure services
• Experience of Document Management software (iManage)
• Support Citrix desktop environment
• Knowledge of the legal business and legal technologies
• Technology / support qualifications
• Use of scripting methodologies
• Knowledge of networking, switches etc.
• Knowledge of IP Telephony
• A+, N+, MCSE, MCITP & ITIL V3 Foundation will be an advantage

Submit your application now by emailing us your CV and relevant supporting documents to careershhm@dentons.com using the subject line Business Technology Systems and Infrastructure Administrator.

Applications close on 5th August 2022.