Job Description

Position: Branch Infrastructure & Technology (BIT) Officer

Location: Nairobi

Salary: dependant on candidates experience

Reporting to: BIT Officer

Unifi is a fast-growing finance and technology company operating in Zambia, Uganda, Kenya and South Africa. Unifi delivers personal lending products through online, mobile phone and branch channels. The company is well supported by strong shareholders and a board of directors with vast experience in entrepreneurship and lending. 

Responsibilities

• Helpdesk Support:
• Respond to IT-related issues and queries via email, phone, or in person.
• Log and track all incidents and service requests, ensuring timely and effective resolution.
• Provide technical assistance and support for incoming queries related to computer systems, software, and hardware.
• Troubleshoot system and network problems, diagnosing and resolving hardware or software faults.
• Hardware & Software Maintenance:
• Assist in the setup, configuration, and maintenance of desktop computers, laptops, printers, and peripherals.
• Install, configure, and update software and hardware according to company policies.
• Ensure all equipment is properly maintained and provide support for hardware repairs and upgrades.
• Network & Systems Support:
• Provide basic network and server support, escalating more complex issues to the appropriate team members.
• Monitor and maintain the company’s computer systems and networks, ensuring availability and performance.
• Assist with user account management, including password resets and access permissions.

• Documentation & Reporting:
• Document issues, resolutions, and help desk processes to improve team knowledge and efficiency.
• Maintain inventory of IT assets, ensuring proper logging and tracking of equipment.
• Assist in the development of user guides and training materials for staff.
• Training & Support:
• Provide orientation and guidance to staff on how to operate new software and computer equipment.
• Assist with the onboarding of new employees by setting up their workstations and configuring necessary software.
• Facilities Management:
• Facility Maintenance: Coordinate and oversee routine maintenance tasks, repairs, and equipment, and systems.
• Maintain inventory of branch  assets, ensuring proper logging and tracking of equipment.
• Supplier  Management: Liaise with external vendors, contractors, and service providers for facility-related services, including maintenance, repairs, cleaning, and security. 
• Stakeholder Communication: Serve as a point of contact for facility-related inquiries, requests, and concerns from internal stakeholders, including employees and management.
• Branch scouting

Qualifications:

• Education:
• Diploma or degree in Information Technology, Computer Science, or a related field.
• Experience:
• 1-2 years of experience in a similar role providing IT support.
• Experience with Windows operating systems,Google Workspace, Microsoft Office Suite, and network troubleshooting.
• Skills:
• Strong understanding of computer hardware, software, and networks.
• Good communication and customer service skills.
• Ability to diagnose and resolve basic technical issues.
• Familiarity with remote desktop applications and helpdesk software (e.g., Spiceworks, Jira, etc.).
• Ability to work both independently and as part of a team.
• Electrical knowledge - Power backup solutions

Preferred Qualifications:

• Knowledge of ITIL practices.
• Basic experience in networking.

Personal Attributes:

• Ability to remain calm and patient under pressure.
• Eagerness to learn and grow within the field of building infrastructure and technology.
• Attention to detail and a proactive attitude towards problem-solving.
• Ability to work well under supervision and follow instructions carefully.
• Strong organizational and time management skills.

Working Conditions:

• Onsite support and remote troubleshooting.
• Occasional travel to other branch offices may be required.
• May need to work outside regular hours to resolve critical issues.