The ICT Assistant will provide day-to-day technical support to the SACCO's users and help maintain its systems, hardware, software, network infrastructure and digital service platforms. The role will support the availability, security, reliability and efficient operation of the SACCO's ICT environment, including the Core Banking System (CBS), computers, network devices, printers and user accounts.
Roles and Responsibilities
Key responsibilities include:
- Provide day-to-day technical support to staff and help resolve hardware, software, network and system-related issues.
- Assist in supporting and monitoring the SACCO's Core Banking System (CBS) and related ICT applications.
- Install, configure, maintain and troubleshoot computers, printers, network devices, operating systems and other ICT equipment.
- Help monitor the network, internet connectivity, servers and other ICT infrastructure, escalating technical issues where necessary.
- Assist in managing user accounts, passwords, access rights and system permissions in accordance with approved access controls.
- Support ICT security controls, including antivirus, endpoint security, firewall monitoring, patching and other cybersecurity measures.
- Assist with system backups and verify the availability and integrity of backup data in accordance with established procedures.
- Provide first-level support for digital channels and integrations, including mobile banking, USSD, ATM, internet banking, EFT and other third-party ICT services.
- Maintain ICT hardware and software inventories and document ICT assets.
- Assist with data processing, extraction and preparation of routine ICT, departmental, management and regulatory reports, including SASRA-related reports where applicable.
- Monitor system performance and availability, and promptly report incidents, downtime and recurring technical problems to the ICT Manager or relevant supervisor.
- Liaise with ICT vendors and service providers on routine support, repairs, maintenance and service requests as directed.
- Maintain ICT documentation, including system configurations, user guides, asset registers, support logs and procedures.
- Assist in implementing and testing business continuity, backup and disaster recovery procedures as directed by the ICT Manager.
- Guide and provide basic training to staff on ICT systems, applications, cybersecurity awareness and proper use of ICT resources.
- Comply with the SACCO's ICT policies, procedures, information security requirements and applicable regulatory requirements.
- Identify and report ICT risks, security incidents, system vulnerabilities and control weaknesses.
- Perform routine preventive maintenance and coordinate repairs or replacement of faulty ICT equipment.
- Keep accurate records of ICT incidents, support requests, system changes, maintenance activities and resolutions.
- Perform other ICT-related duties assigned by the ICT Manager or Management.
Minimum Qualifications and Attributes
- A bachelor's degree in Information Technology, Computer Science, Information Systems, Computer Engineering or a related field from a recognised institution.
- At least two to three (2 - 3) years of relevant ICT support experience, preferably in a SACCO, microfinance institution, bank or other regulated financial institution.
- Good knowledge of computer hardware, software installation, troubleshooting, operating systems and basic network administration.
- Basic knowledge of Core Banking Systems and financial technology applications is an added advantage.
- Knowledge of cybersecurity principles, endpoint protection, user access management, data protection and ICT security controls.
- Basic knowledge of Microsoft Windows, Microsoft 365, networking, databases and system administration.
- Knowledge of backup procedures, IT asset management and ICT documentation.
- Relevant certifications, such as CCNA, CompTIA A+, Network+, Microsoft certifications or ITIL Foundation, are an added advantage.
- Membership in a relevant professional ICT body is an added advantage.
- Strong analytical, troubleshooting, communication and interpersonal skills.
- Ability to work independently, respond promptly to ICT incidents and work effectively as part of a team.
- A high level of integrity and confidentiality when handling member information, financial data, passwords and other sensitive ICT resources.