End Points System Support Engineer – Equity Bank Kenya, Nairobi

Role Brief

The Endpoints Support Officer is responsible for delivering day-to-day technical support for all IT endpoints, including desktops, laptops, ATMs, QMS, printers, CCTVs, and switches. This role involves software maintenance, upgrades, troubleshooting, configuration, and user training, among other responsibilities.

Role Responsibilities

• Configure, deploy, set up, and manage workstations, laptops, and peripheral equipment.
• Provide software, hardware, and system troubleshooting support for all endpoints.
• Oversee the installation and upgrade processes of computer hardware and software in accordance with the Bank’s guidelines and industry best practices.
• Ensure the availability of endpoints and resolve issues with service providers as per Service Level Agreements (SLA).
• Collaborate with users to provide technical support and assist in resolving software and hardware problems.
• Identify recurring hardware and software issues and recommend preventive and resolution plans.
• Raise tickets to service providers and follow up on pending tickets for timely resolution.
• Proactively monitor endpoints using available tools to ensure downtimes are identified and resolved with minimal impact on business operations.
• Provide support for troubleshooting cable, wireless, and other network infrastructure as needed.
• Service and maintain IT hardware equipment.
• Ensure timely and cost-effective replacement of network, software, and peripheral equipment.
• Conduct basic user training and disseminate technological information and updates to all staff.
• Auto-configure endpoint patching and push updates from the Bank’s central system, ensuring all computers are fully patched and up to date.
• Enforce adherence to organizational IT policies and escalate issues as necessary.
• Provide second-level support to users with IT-related issues.
• Utilize available resources to resolve incidents effectively (people, tools, and processes).
• Take ownership of incidents, ensuring follow-up and closure.
• Confirm with business users that the resolution provided meets their needs prior to incident closure.

Qualifications

• Degree in IT or a related field or equivalent qualification.
• A minimum of 2 years’ experience with knowledge of IT and Service Desk systems and procedures.
• Experience with banking hardware and software.
• Ability to resolve diverse support problems, including those that cannot be addressed through standard methods.
• ITSM (ITIL) certification or equivalent training.
• Basic knowledge of MSSQL databases and networking principles.