Role Details
Contract Type: Fixed Term Contract ending 31 March 2028
Location: Nairobi, Kenya
Salary: $13,634 gross per annum
Working Hours: 9am–6pm EAT (Monday–Friday), with core hours of 11am–4pm EAT to align with UK morning operations
Reporting To
IT & Compliance Manager (UK)
Role Purpose
The IT Support Analyst is responsible for the day-to-day support and administration of the organisation’s Microsoft 365 environment globally, from offices in Nairobi, Kenya. The role ensures reliable, secure and compliant delivery of end‑user services, working within ITIL‑aligned service management processes and reporting to the IT & Compliance Manager based in the UK.
The post holder will primarily operate at first‑ and second‑line support level, handling day‑to‑day incidents and requests, managing user accounts and devices, and supporting the organisation’s use of Microsoft 365 tools including Teams, SharePoint and Exchange Online. The role uses Halo ITSM as the primary service management platform.
Key Responsibilities
Service Management & ITIL (Halo ITSM)
• Log, manage and resolve incidents and service requests using Halo ITSM in line with ITIL best practice.
• Adhere to defined SLAs, prioritisation models and escalation routes.
• Escalate unresolved issues to the UK IT & Compliance Manager as appropriate.
• Contribute to continual service improvement through accurate logging and trend reporting.
First and Second-Line Support
• Provide hands‑on first‑ and second‑line support to Irara employees.
• Troubleshoot and resolve issues across Microsoft 365 applications, devices and connectivity.
• Support onboarding and offboarding of users including account setup and device configuration.
Microsoft 365 Administration
• Administer Exchange Online, SharePoint Online, Teams and the M365 Admin Centre.
• Manage user lifecycle, licensing and role‑based access under direction of the UK IT Manager.
Identity, Access & Security
• Support the administration of Microsoft Entra ID, Conditional Access and MFA.
• Apply identity‑based security controls in line with organisational policy.
Endpoint, Hardware & Intune
• Support endpoint management using Microsoft Intune.
• Maintain hardware inventory and assist with device lifecycle management including refresh and secure disposal.
• Apply endpoint security baselines as defined by the UK IT Manager.
Software Licensing
• Assist with tracking and maintaining Microsoft 365 licences in line with organisational requirements.
Policy, Process & Documentation
• Follow and maintain operational procedures, runbooks and support documentation.
• Support audits and cyber security reviews as required.
Skills & Experience
Essential
• Demonstrable experience supporting Microsoft 365 environments
• Working knowledge of ITIL service management principles
• Experience using an ITSM tool (Halo ITSM experience advantageous)
• Practical knowledge of Microsoft Entra ID, Intune and endpoint management
• Experience supporting MFA and Conditional Access
• Ability to manage user accounts, devices and software licences
• Good documentation and communication skills
Fluent in English, both spoken and written skills
Desirable
• NGO, public sector or regulated environment experience
• Familiarity with Cyber Essentials or ISO‑aligned controls
• Experience working with a remote line manager or in a distributed team
Personal Attributes
- Practical and methodical, with a focus on resolving issues efficiently and thoroughly
• Security‑conscious and attentive to organisational policies and procedures
• Strong service mindset with a commitment to end‑user satisfaction
• Clear communicator, able to explain technical issues to non‑technical colleagues
• Self‑motivated and able to work independently while keeping the UK team informed
Equal Opportunities
IRARA is an equal opportunities employer. We are committed to equality of opportunity and to recruitment and employment practices which are free from unfair and unlawful discrimination. We value diversity and actively encourage applications from all sections of the community. Selection for this role will be based solely on aptitude and ability.
Application Process
To apply for this role please submit your CV with a covering letter detailing how you meet the key criteria for the role and why you are interested in the role to careers@irara.org by 8th June 2026