IT Support Consultant – Nairobi

Scope of Work

The consultant will be expected to deliver services in the following areas:
• Device Setup, Configuration and Lifecycle Support
• Configure, deploy, and prepare new laptops and related peripherals e.g., printers for staff.
• Perform operating system configuration and ensure required security controls are enabled e.g., disk encryption, password policies, screen lock, OS/user updates.
• Install and configure standard END Fund applications e.g., browsers, productivity tools, security agents, backup agents where applicable.
• Support device handover for new staff and secure decommissioning/reconfiguration for staff exits.
• Perform basic hardware troubleshooting and coordinate warranty/repair processes with vendors when required.
• Perform in-depth investigations to identify the root cause of recurring technical issues, documenting resolutions and implementing preventative measures to reduce future occurrences
• Google Workspace & Drive Management
• Support Google Drive and Shared Drives management, including:
• Ensuring consistent folder structures and permissions.
• Helping staff with file-sharing issues and access requests.
• Supporting data organization and basic hygiene e.g., reducing duplication where practical.
• Provide basic training and “how-to” support for Google Workspace apps e.g, Drive, Docs, Sheets, Meet, Calendar.
• End-User Support & Ticketing
• Serve as a first-line support contact for Nairobi-based staff and nearby time zones, handling typical issues such as:
• Laptops, Printing and peripheral device issues.
• Google drive access and usage issues.
• Basic troubleshooting for commonly used tools and services.
• Use an agreed ticketing system either the END Fund’s or the consultant’s, as decided to:
• Log all requests and incidents.
• Track status, communication, and resolution.
• Escalate issues to the global technology team or external providers when required.
• Maintain clear communication with users regarding status, expected timelines, and outcomes.
• Coordination with Global Technology & External Providers
• Work closely with the END Fund’s Director of Technology to ensure:
• Local work aligns with global standards and policies.
• Complex or security-sensitive issues are escalated appropriately.
• Changes affecting broader infrastructure e.g., network, security tools are coordinated in advance.
• Documentation, Training & Basic Reporting
• Maintain basic documentation for:
• Local device inventory assigned to whom, status, key specs.
• Simple “how-to” guides or FAQs for common staff issues.
• Provide light-touch training/clinics for staff on topics such as:
• Best practices for using Google Drive/Shared Drives.
• Safe computing and basic cybersecurity hygiene.
• Provide simple monthly reports including:
• Number and types of tickets/issues handled.
• Recurring issues and recommended improvements.

Consultant Profile & Qualifications
• The END Fund is seeking an individual consultant or a firm with a named lead consultant who meets the following criteria:

Required
• Based in Nairobi, Kenya and able to provide on-site support for staff as needed.

Strong hands-on experience with:
• Device setup and configuration Windows and/or macOS preferred.
• Certified Google Workspace administrator
• Microsoft Certified: Modern Desktop Administrator Associate
• Experience providing end-user IT support in a professional environment helpdesk, IT support technician, etc..
• Ability to use or adopt a ticketing system and follow structured processes.
• Strong communication skills and a user-focused, service-oriented mindset.