ICT Technician - Digital Workplace Services

ICT Technician - Digital Workplace Services

The International Livestock Research Institute (ILRI) seeks to recruit an ICT Technician - Digital Workplace Services to provide first-line and second-line operational support for ILRI's Digital Workplace Services, enabling staff to effectively utilise Microsoft 365 collaboration technologies, endpoint devices and digital productivity solutions.

About the Position

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.

Key Responsibilities

Digital Workplace Support

• Provide first-line and second-line support for Microsoft 365 services, including Microsoft Teams, Outlook, SharePoint Online, OneDrive and related applications.
• Diagnose and resolve digital workplace incidents and service requests, escalating complex issues where appropriate.
• Support onboarding of new users through configuration of Microsoft 365 services, user accounts, endpoint devices and collaboration technologies.
• Advise users on Microsoft 365 best practices, digital collaboration and secure use of workplace technologies.
• Maintain knowledge articles, user guides and support documentation.
• Record, track and resolve incidents and service requests using the Institute's approved IT Service Management (ITSM) platform while meeting agreed service levels.

Endpoint & Device Management

• Configure, deploy, maintain and support laptops, desktops, mobile devices and related workplace technologies.
• Support endpoint lifecycle management, including provisioning, software deployment, compliance monitoring, asset recovery and implementation of approved endpoint management policies.
• Support endpoint security through operating system updates, software deployment and implementation of approved security controls.
• Maintain accurate ICT asset records and coordinate preventive maintenance of end-user devices.

Microsoft 365 Productivity & User Adoption

• Promote effective use of Microsoft 365 collaboration and productivity tools.
• Conduct user orientation sessions, digital workplace awareness activities and productivity demonstrations.
• Support adoption of Microsoft 365 enhancements and approved AI-enabled workplace services, including Microsoft Copilot.
• Gather user feedback, identify recurring issues and recommend improvements that enhance the digital workplace experience.

Collaboration Technologies & Service Delivery

• Support Microsoft Teams Rooms, Microsoft Teams meetings and other collaboration technologies used for hybrid working.
• Provide technical support for meetings, workshops and institutional events.
• Collaborate with the AI Platform Officer during rollout and operational support of new Microsoft 365 capabilities.
• Work closely with Customer Services, Infrastructure and Enterprise Systems teams to ensure effective delivery of digital workplace services.
• Perform any other related duties as may be required.

Requirements

Academic & Professional Qualifications

• Bachelor's degree in Computer Science, Information Technology, Information Systems or a related field.
• Professional certification in Microsoft 365, Microsoft Endpoint Administration, or other relevant ICT technologies is an added advantage.

Experience

• At least two (2) years' relevant experience in ICT customer support, digital workplace services or end-user computing.
• Experience supporting Microsoft 365 services including Teams, SharePoint Online, OneDrive and Outlook.
• Experience configuring and supporting Windows endpoint devices.
• Experience using Microsoft Intune, Microsoft Configuration Manager or equivalent endpoint management solutions.
• Experience supporting users within an enterprise or multi-site ICT environment is an added advantage.

Knowledge & Competencies

• Good knowledge of Microsoft 365 collaboration and productivity tools.
• Good understanding of endpoint management, device lifecycle management and software deployment processes.
• Understanding of Microsoft Entra ID, authentication and identity management concepts.
• Knowledge of endpoint security, patch management and device compliance principles.
• Ability to prepare technical documentation and deliver end-user training.
• Strong troubleshooting and problem-solving abilities.
• Strong 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 continual service improvement.

Terms of Appointment

This position is at job level HG12 and is open to Kenyan Nationals only. The appointment is on a three-year contract, renewable subject to satisfactory performance and availability of funding. ILRI offers a competitive salary and benefits package which includes pension, medical and other insurances.

How to Apply

Applicants should submit:

• A CV and a cover letter outlining their interest in the position and the value they will bring to the role, addressed to the Head of People and Culture.
• The names and contact details of three referees who are familiar with the applicant's professional qualifications and work experience.

Applications should be submitted through the ILRI Recruitment Portal by clicking on "Apply Now" on or before 28 September 2026. The position title and reference number REF: ICT-CS/2308-09/2026 in the subject line of the cover letter.

We thank all applicants for their interest in working for ILRI. Due to the volume of applications, only shortlisted candidates will be contacted.