Poa! internet is the fastest growing and highly innovative ISP in Kenya. The company was founded in 2014 with a vision to provide internet in every home in Africa. At poa! We believe by empowering people, we can actively drive digital inclusion in these markets. We deploy a cost-effective internet service in Kenya, with the aim of providing affordable access to content and Internet to low-income members of society.

We are growing very fast to cover the rest of Kenya and eventually Africa. It is envisaged that the success of the business will grow to over 150 networks across East Africa. It is from this background that we seek prospective candidates to fill the role of an IT Intern in our IT Systems & Support Department.

At Poa, we pride ourselves on being a values-driven company, and we love working with values-driven employees. Poa's vision is “Internet in every home in Africa”. To achieve this vision, we live by our values, captured in the acronym, We CONNECT. At Poa, we: Create a better world for the people we serve, Open our eyes to problems and opportunities, Never stop learning never stop moving forward, Name it, own it , solve it, Engage with the bigger picture even in details, Care about each other and Tujienjoy kazini.

Overall Responsibility:

Responsible for providing technical support to staff in person and remotely. It's all about solving problems from the moment they are contacted until the user issues are resolved.

Location:

Nairobi.

Role Responsibilities:

1. Provide first-level technical support to users and assist in resolving routine hardware, software, connectivity, and access issues under supervision.
2. Log, update, and follow up on incidents and service requests through the IT ticketing system, escalating complex issues to the appropriate team members.
3. Assist with monitoring IT systems, applications, servers, and network infrastructure, and report alerts, outages, or performance issues.
4. Support routine IT maintenance activities, including software updates, patching, backups, device configuration, and basic troubleshooting, under supervision.
5. Assist with user on-boarding and off-boarding, IT asset management, inventory updates, and deployment of IT equipment.
6. Assist with the administration and support of Google Workspace and other IT systems and applications.
7. Assist in developing and maintaining user guides, knowledge base articles, SOPs, troubleshooting guides, and other IT documentation.
8. Participate in IT projects, support clinics, shift rotations, and continuous improvement initiatives.
9. Work closely with Senior IT Engineer(s) to troubleshoot technical issues and maintain clear communication with users on support progress.
10. Adhere to IT, information security, data protection, and acceptable-use policies and procedures.

Academic Qualifications:

Recent graduate with a Bachelor's degree in IT, Computer Science, Computer Engineering, Telecommunications, Information Systems, or a related field.

Key Competencies required for the role:

1. Basic knowledge of hardware, software, operating systems, networking, Google Workspace, and IT troubleshooting.
2. Basic proficiency in Windows, Linux, ChromeOS, and macOS environments.
3. Good analytical, diagnostic, and problem-solving skills, with attention to detail.
4. Strong communication and interpersonal skills, with the ability to support users and collaborate effectively with the IT team.
5. Good organizational skills, including task prioritization, record keeping, and meeting deadlines.
6. Willingness to learn, ability to work under supervision and independently, and confidence to escalate issues when necessary.
7. Professionalism, confidentiality, and a strong customer-service mindset.
8. Familiarity with IT ticketing systems, remote support tools, and knowledge bases is an added advantage.
9. Previous IT support or relevant practical experience is an added advantage.

What’s In It for You?

1. A monthly stipend to support you during your internship journey.
   
2. Career growth opportunities in a rapidly expanding company.
3. Exciting work environment and culture with a dynamic, supportive team.

"We encourage Women and Persons with Disability (PWD) to apply"