Level II Support Officer

Housing Finance Company of Kenya (HF Group) is seeking a Level II Support Officer. This role is responsible for providing technical support, troubleshooting, and maintaining the integrity and security of the bank's ICT services. The role involves managing system architectures, resolving complex issues, and ensuring minimal disruption to business operations through effective maintenance and upgrade activities.

Principle Accountabilities

• Execute and monitor tasks and programs as outlined in the appropriate task schedules.
• Troubleshoot and analyse problems and either solve them or correctly escalate to the appropriate analyst or vendor without undue delay and coordinate the resolution.
• Speedy closure of the issues and problems assigned to the analyst with pro-active prioritization and feedback.
• Maintaining Data Integrity and security in accordance with banking compliance standards.
• Plan and put into action long-range solutions for resolving recurring difficulties with minimum user disruption - educate users to resolve simple recurring problems themselves while promoting best practices. Updating and maintaining technical documentation, FAQs and support procedures.
• Install and perform minor repairs to software following the genuine installation or repair instructions.
• Ensure minimal disruption to business during maintenance or upgrade activities.
• Managing administrative ICT Services.
• Assist in Inventory Management, Software Licensing and receipt of software, hardware, stationary and other IT supplies.
• Help enhance relationship with vendors in conjunction with the corporate leadership.
• Prepare status reports and monitor, analyze and evaluate the performance of various systems.
• Identify performance degradation trends and problem areas and actively participate in resolution.
• Participate in the implementation of IT related policies and undertake other tasks as may be assigned from time to time by the seniors in the bank’s IT function.
• Avail all scheduled reports and also generate ad-hoc reports as requested by the Business Users.
• Work closely with other IT teams to ensure systems are integrated correctly to provide the required services.
• Man the Service desk and assign tickets to respective technicians as applicable.
• Continuous improvement initiatives to enhance response and resolution times.

Key Competencies and Skills

• Strong understanding of core banking systems.
• Familiarity with system architecture, integrations and common failure points.
• Ability to diagnose, analyze and resolve escalated issues within the agreed timelines.
• Proficiency with ticketing system.
• Technical Documentation.
• Ability to support testing and deployment of software changes in coordination with ICT teams.
• Customer Service & Communication.
• Ability to prepare accurate and clear documentation for system issues and resolutions.
• Quickly resolving issues.
• Attention to Detail in report generation and issue resolution.
• Clear and effective communication skills.
• Customer Focus.
• Adaptability and Learning Agility.
• Collaboration and Teamwork.
• Ethics and Integrity.
• Analytical Thinking.
• Effective organizational skills.

Minimum Qualifications, Knowledge and Experience

• Bachelor's degree in information technology, Computer Science, or a related field.
• Professional Certifications such as ITIL, COBIT, Oracle, Ms SQL.
• A minimum of 1 year working experience in a busy IT environment as a system analyst with hands on role in application administration.
• Experience in providing support for systems applications, and associated technologies.

How to Apply

Interested and qualified candidates should apply for the position through the HF Group application portal at https://www.myjobmag.co.ke/apply-now/1213591.