International Livestock Research Institute ICT Technician - Digital Workplace Services Jobs in Kenya
International Livestock Research Institute ICT Technician - Digital Workplace Services Jobs in Kenya;The ICT Technician – Digital Workplace Services supports the delivery of Microsoft 365 services, including Microsoft Teams, SharePoint Online, OneDrive, Outlook, and related collaboration technologies.
The position also supports endpoint management, digital workplace onboarding, user training, and digital productivity initiatives.
Working closely with the AI Platform Officer, Customer Services, and Infrastructure teams, the successful candidate ensures reliable, secure, and user‑friendly digital workplace services while contributing to improved staff productivity, user adoption, and effective use of ILRI’s digital workplace technologies.
Key Responsibilities
Digital Workplace Support
Provide first‑line and second‑line support for Microsoft 365 services (Teams, Outlook, SharePoint Online, OneDrive, etc.)
Diagnose and resolve incidents and service requests; escalate complex issues as needed
Support onboarding of new users through configuration of accounts, devices, and collaboration tools
Advise users on Microsoft 365 best practices and secure use of workplace technologies
Maintain knowledge articles, user guides, and support documentation
Record, track, and resolve incidents using the ITSM platform while meeting service levels
Endpoint & Device Management
Configure, deploy, maintain, and support laptops, desktops, mobile devices, and workplace technologies
Support endpoint lifecycle management (provisioning, software deployment, compliance monitoring, asset recovery)
Implement endpoint security through OS updates, software deployment, and approved controls
Maintain accurate ICT asset records and coordinate preventive maintenance
Microsoft 365 Productivity & User Adoption
Promote effective use of Microsoft 365 collaboration and productivity tools
Conduct user orientation sessions, awareness activities, and productivity demonstrations
Support adoption of Microsoft 365 enhancements and AI‑enabled workplace services (including Microsoft Copilot)
Gather user feedback, identify recurring issues, and recommend improvements
Collaboration Technologies & Service Delivery
Support Microsoft Teams Rooms, Teams meetings, and hybrid collaboration technologies
Provide technical support for meetings, workshops, and institutional events
Collaborate with the AI Platform Officer during
rollout and support of new Microsoft 365 capabilities
Work closely with Customer Services, Infrastructure, and Enterprise Systems teams to ensure effective service delivery
Perform other related duties as required
Requirements
Academic & Professional Qualifications
Bachelor’s degree in Computer Science, Information Technology, Information Systems, or related field
Professional certification in Microsoft 365, Endpoint Administration, or relevant ICT technologies an advantage
At least 2 years’ experience in ICT customer support, digital workplace services, or end‑user computing
Experience
Supporting Microsoft 365 services (Teams, SharePoint Online, OneDrive, Outlook)
Configuring and supporting Windows endpoint devices
Using Microsoft Intune, Configuration Manager, or equivalent endpoint management solutions
Supporting users in enterprise or multi‑site ICT environments an advantage
Knowledge & Competencies
Strong knowledge of Microsoft 365 collaboration and productivity tools
Understanding of endpoint management, lifecycle management, and software deployment processes
Knowledge of Microsoft Entra ID, authentication, and identity management concepts
Knowledge of endpoint security, patch management, and compliance principles
Ability to prepare technical documentation and deliver end‑user training
Strong troubleshooting and problem‑solving abilities
Excellent customer service and end‑user support skills
Good communication and interpersonal skills
Ability to work collaboratively within multidisciplinary ICT teams
Commitment to continuous learning, knowledge sharing, and service improvement
How to apply
For more information and job application details, see; International Livestock Research Institute ICT Technician - Digital Workplace Services Jobs in Kenya
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