IT Support Specialist

ABOUT THE COMPANY

Weetabix has been making high quality cereals for over 85 years.

Here at Weetabix East Africa Ltd we are proud of our world famous brands. Thousands of Kenyans households rely on Weetabix, Weetaflakes, Alpen and Weetos to give them a nutritious, delicious start to the day, and to keep them going through the morning..

First-line user support:

Receive, log, prioritise and resolve routine IT incidents and service requests;

keep users informed and escalate unresolved issues through the agreed support

process.

Hardware and software troubleshooting:

Diagnose common computer, peripheral and application faults; carry out approved

fixes and refer complex problems to the IT Executive or service provider.

Preventive maintenance: Perform

assigned maintenance, approved software installations, updates and patches;

record work completed and report equipment requiring repair or replacement.

ICT infrastructure support:

Assist with routine checks of network connectivity and IT infrastructure

supporting manufacturing, commercial and support functions; report outages and

support restoration activities under supervision.

ERP and business application support: Assist

users with routine ERP issues, including SAP/Business Central where applicable;

document faults and support approved testing and configuration activities under

the IT Executive’s direction.

Data and network security: Carry

out assigned security checks, apply approved endpoint protection updates and

follow authorised access procedures in line with Weetabix and Group IT

standards.

Backup and recovery support: Monitor

assigned backup tasks, maintain records, report failures promptly and assist

with authorised restoration tests and disaster recovery activities.

Software licence and asset records:

Maintain accurate equipment and software licence records, track renewal dates

and flag gaps or requirements to the IT Executive.

Cost and procurement support: Compile

IT requirements, quotations and expenditure records as requested; support

cost-conscious use of IT resources without independent budget or purchasing

approval authority.

Vendor coordination: Log

service calls, follow up approved repairs and service requests, and maintain

records of vendor actions and outstanding issues.

Policies and compliance:

Follow approved IT policies and procedures, maintain supporting records for

reviews and audits, and report deviations for corrective action.

Group IT collaboration:

Support assigned local actions arising from global IT requirements, system

assessments and improvement activities under the IT Executive’s guidance.

User education:

Assist with user orientation and awareness on approved systems, phishing risks,

information handling and safe IT practices.

Incident escalation:

Promptly report suspected cybersecurity incidents and follow approved incident

response instructions; maintain accurate records of actions taken.

Documentation and reporting: Maintain

support logs, maintenance records and user guidance; prepare routine updates on

incidents, system checks, backups and outstanding tasks.

Project support:

Assist with approved IT upgrades and digital improvement projects, including

equipment setup, testing, documentation and user support.

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