Position Objective:
To provide first-line IT support in alignment with ITIL best practices, ensuring timely resolution of incidents, service requests, access issues, and system events. The IT Operations Engineer - Associate (L1) aims to maintain operational stability, service availability, and business continuity for Calltronix Kenya Limited while delivering high-quality customer service and adhering to governance and information security standards
Specialized Duties:
Incident Management
Log, categories, priorities, and manage incidents in the approved IT Service Management (ITSM) tool.
Perform first-level diagnosis and troubleshooting using SOPs, knowledge base articles, and documented work instructions.
Restore normal service operation as quickly as possible to minimize business impact.
Escalate unresolved, complex, or high-impact incidents to Level 2 according to defined escalation procedures.
Maintain clear, accurate, and complete incident records for audit and reporting purposes.
Provide timely status updates to stakeholders until resolution and formal closure.
Service Request Management
Process and fulfil standard service requests, including user account provisioning, password resets, software installations, and access changes.
Validate approvals and authorizations before executing requests.
Ensure service requests are completed within agreed SLA targets.
Maintain documentation to support compliance and internal audit requirements.
Access Management & Identity Control
Verify user identity before granting, modifying, or revoking access.
Apply role-based access control (RBAC) principles in line with company policies.
Ensure strict adherence to least-privilege access standards.
Escalate non-compliant or suspicious access requests according to security protocols.
Event Monitoring & Operational Support
Monitor system alerts, dashboards, and notifications.
Perform routine system health checks for telephony, CRM platforms, endpoints, and network connectivity.
Proactively escalate identified risks or potential service disruptions.
Support operational readiness across shifts to maintain service continuity.
Documentation & Knowledge Management
Maintain high-quality, detailed ticket documentation in the ITSM system.
Contribute to the development and continuous improvement of the knowledge base.
Identify recurring issues and support trend analysis by reporting patterns to Level 2.
Ensure documentation aligns with internal governance and audit standards.
Customer Experience & Communication
Deliver professional, solution-oriented support aligned with service excellence standards.
Communicate clearly with technical and non-technical stakeholders.
Manage user expectations regarding resolution timelines and service limitations.
Confirm user satisfaction before ticket closure.
Compliance, Governance & Information Security
Adhere strictly to Calltronix IT governance, data protection, and information security policies.
Maintain confidentiality, integrity, and availability of information assets.
Ensure full compliance with access verification and change control procedures.
Immediately report suspected security incidents, breaches, or policy violations following incident response procedures.
Recruitment Criteria:
Required Education:
Diploma or Bachelor's Degree in Information Technology, Computer Science, Information Systems, or a related discipline.
Required Experience:
1 - 2 years' experience in an IT service desk or technical support role.
Experience in a 24/7 operational or enterprise support environment is advantageous.
Required Skills:
Proficient in troubleshooting Windows OS, end-user devices, and basic networking (TCP/IP, LAN, Wi-Fi, DNS, DHCP).
Familiarity with telephony, CRM platforms, ITSM/ticketing tools, and remote support.
Understanding of access control, cybersecurity fundamentals, and ITIL® processes.
Relevant vendor certifications (Microsoft, networking, telephony) are advantageous.
Strong customer service mindset and clear communication skills.
Analytical problem-solving with structured troubleshooting.
Ability to work under pressure while maintaining integrity, confidentiality, and accountability.
Collaborative team player across functional units.