Associate, IT Support

About Palladium:

Palladium is a global company working to design, develop and deliver positive impact on the lives and livelihoods of people around the globe; broaden access to health, water, power, and infrastructure; build enduring, sustainable, and transformative institutions and market systems to address global challenges; and conserve the natural world. We operate in over 90 countries and have a workforce of 3,200 talented, motivated, and diverse staff of all religions, races, languages, and gender identities. 

This Opportunity:

In the role of Associate, IT Support, you will ensure that end users of the organisation receive effective and timely ICT support in accordance with SLAs. Similarly, you will perform varying day-to-day operational activities in a timely manner and to a high standard and support technological infrastructure and networks as required. Your participation in ICT projects and initiatives will be required from time to time.

To be successful in this role you will have the experience to handle a wide range of ICT support duties and related tasks; excellent customer-service skills; be able to work collaboratively with different teams and stakeholders; and be well organised, flexible, and enjoy the challenges of supporting our employees.

Location:

The position is based in Palladium’s Nairobi, Kenya office.

Reporting Lines:

The role will report to the Systems Architect, Global ICT. Reporting requirements may include but are not limited to:

Attendance at team meetings, other requested meetings and regional meetings (e.g. townhalls)
Regular (minimum of monthly) one to one meetings with your line manager on the status of personal Key Result Areas (KRAs), career development discussions and any other matters
Palladium encourages flexible work practices to enhance wellbeing, productivity and team culture. For this role, we require that employees maintain an in-office presence for at least 50% of their working week. For example, if an employee works five days a week, they must spend at least three days physically in the office
The role is part of the Global ICT team
The role liaises with managers, other employees, software and hardware vendors, service providers and other stakeholders as required
Maintains close working relationships with the Systems Architect, Systems Administrator – Global, Systems Developers, IT Security Manager to ensure consistency and alignment with global policies, processes and standards

Primary Roles and Responsibilities: 

Commit to the delivery of company, team and personal objectives (Key Performance Indicators (KPIs) ensuring that personal KRAs are delivered with excellence and timeliness
Provide Levels 1 & 2 ICT support - including but not limited to computers, printers, scanners, conferencing equipment and core systems, with relevant escalations when required
Proactively participate in the effective use and promotion of the ICT ticketing system in accordance with SLAs via effectively recording, analysing, prioritising, tracking and actioning support cases
Adhere to and promote ICT related policies, processes and guidelines
Assist in the enrolment of users onto Palladium enterprise systems
Participate in controlling systems' access and security
Provide training to staff on applications, equipment and ICT related processes, including ICT inductions for new staff
Install, configure, reconfigure, maintain and troubleshoot computers and other ICT related equipment and software in accordance with the Palladium operating procedures
Deploy ICT infrastructure, networks and communication equipment
Procurement and sourcing of assets in accordance with Palladium approved hardware specifications and as authorised through appropriate channels and maintain the asset register
Coordinate the repair and replacement of ICT equipment according to pre-established maintenance or warranty contracts
Ensure continual compliance with the security, privacy and data protection, capacity management and disaster recovery procedures as set forth by Palladium
Support Palladium ICT projects and initiatives as requested
Support administrative activities such as completion of paperwork for payment of ICT related invoices

Essential Criteria:

Relevant ICT experience
Relevant technical experience, including experience in:
Microsoft Windows Desktop Operating Systems
Microsoft Office
Microsoft Office 365
Microsoft Active Directory and Azure Entra ID
Proficient in operating system imaging and application deployment tools
Experience in computer hardware
Understanding of different Network technologies including DHCP, DNS, Subnetting, Routing, etc.
Excellent customer service and stakeholder management skills
Ability to multitask, work under pressure, use initiative, and acquire and apply technical skills as necessary
Ability to quickly resolve complex problems and devise effective solutions
Excellent written, presentation and verbal communication skills
Ability to work independently and with minimal supervision
Demonstrated dedication to equity, diversity and inclusion, particularly in a multi-cultural environment

Equity, Diversity & Inclusion - Palladium is committed to embedding equity, diversity, and inclusion into everything we do. We welcome applications from all sections of society and actively encourage diversity to drive innovation, creativity, success and good practice. We positively welcome and seek to ensure we achieve diversity in our workforce; and that all job applicants and employees receive equal and fair treatment regardless of their background or personal characteristics. These include: (but are not limited to) socio-economic background, age, race, gender identity and expression, religion, ethnicity, sexual orientation, disability, nationality, veteran, marital or Indigenous status. 

Should you require any adjustments or accommodations to be made due to a disability or you are a neurodivergent individual or for any other circumstance, please email our team at accessibility@thepalladiumgroup.com and we will be in touch to discuss.

Safeguarding - We define Safeguarding as “the preventative action taken by Palladium to protect our people, clients and the communities we work with from harm”. We are committed to ensuring that all children and adults who come into contact with Palladium are treated with respect and are free from abuse.  All successful candidates will be subject to an enhanced selection process including safeguarding-focused interviews and a rigorous due diligence process.