Department: ICT & Systems Department
Reports to: Systems and Cybersecurity Lead
Location: Nairobi, Kenya
Gross Salary Budget: KES 45,000 – KES 55,000

 Job Description:

We are seeking a highly motivated and skilled Application Support Analyst to join our dynamic IT (systems) support team. The Application Support Analyst will play a critical role in ensuring the smooth operation of our software apps, providing technical assistance to end users and contributing to the overall success of our organization.


  • Act as customer liaison for the computing operation, communicating, resolving, and or initiating the resolution of problems and concerns
  • Provide end-user training and conduct user acceptance testing.
  • Provide technical support to end-users, resolving issues in a timely manner.
  • Contribute to the departmentsgoals by accomplishing related duties as required
  • Monitor systems’ health and proactively identify potential issues to prevent downtime or disruptions.
  • Manage user accounts, access permissions and security settings to protect sensitive data and maintain compliance with company policies.
  • Assist in documenting system configurations, procedures and troubleshooting steps to create a comprehensive knowledge base.
  • Participate in testing new software releases and updates to identify potential issues before deployment. Provide feedback to the development teams to improve software quality.
  • Collaborate with the Infrastructure team to ensure holistic support for end users.
  • Log and track support requests, incidents and solutions using the ticketing system and maintain detailed documentation of troubleshooting steps, resolutions and best practices.
  • Perform other duties as may be assigned from time to time.


  • Bachelor of science in Computer Science, Information Technology or a related field of study.
  • 1-3 years’ of demonstrated experience in a similar role.
  • Solid understanding and experience with Windows server, Active Directory and networking concepts.
  • Proven knowledge and experience with Microsoft Dynamics Business Central ERP.
  • Proven experience in Software application support or technical support roles.
  • Working knowledge of Microsoft SQL Database including replication and backups.
  • Ability to troubleshoot, diagnose problems, implement corrective action procedures within set timelines or escalate problems to peers or supervisors for assistance.
  • Excellent problem-solving and analytical skills to diagnose and resolve technical issues effectively.
  • Strong communication skills to interact with end-users and effectively convey technical information.
  • Ability to work both independently and collaboratively within a team environment.
  • Familiarity with help desk ticketing systems and IT service Management.

How to apply:

If you believe you have high performance culture, positive mental attitude and are self-driven, then apply through having Applications Support Analyst as the subject matter of the email.


  • We do not charge for job applications and interviews.
  • Last day of receiving applications is 13th July 2024.
  • Shortlisting will be done on rolling basis.
  • Gross salary remains as per the given budget.
  • Due to the huge number of applications we get, only shortlisted candidates will be contacted.
  • Canvassing will lead to automatic disqualification.
  • Applicants give the company express consent to conduct background checks for employment suitability.
  • Optiven Group is an equal opportunity employer.