IT Specialist

Kilimall.co.ke is Kenya’s largest online shopping mall, launched in July 2014. Its mission is to become the No.1 E-commerce platform in Africa, serving a rapidly growing retail customer base with products across various categories.

This role involves overseeing end-to-end website operations, including maintaining reliable power, network, and internet connectivity, managing LAN/WAN infrastructure, and coordinating with ISPs. The specialist will provide essential IT support for warehouse operations, maintaining WMS, scanners, and printers, and offering timely on-site troubleshooting. Key duties also include setting up and maintaining office equipment, managing CCTV and security systems, and enforcing IT security and access control policies. The role requires providing daily IT support, ensuring service requests are resolved within agreed SLAs, and coordinating IT support activities. Additionally, the specialist will supervise and train IT staff, develop standard operating procedures, and create user guides to enhance system adoption and reduce errors.

1. Ensure reliable power, network, and internet connectivity across all company locations, managing LAN/WAN, routers, switches, firewalls, UPS, and backup systems, and coordinating with ISPs.
2. Maintain Warehouse Management Systems (WMS), scanners, printers, and other warehouse IT equipment, providing timely on-site troubleshooting during peak operations.
3. Set up, configure, maintain, and troubleshoot computers, printers, and network devices, supporting their entire lifecycle.
4. Manage and maintain CCTV systems, ensuring proper recording, storage, and retrieval of surveillance data for investigations.
5. Administer user accounts, access rights, and manage onboarding/offboarding processes, enforcing password and access control standards to prevent unauthorized access.
6. Deliver daily IT support across office and warehouse operations, ensuring support requests are resolved within agreed Service Level Agreement (SLA) timelines.
7. Coordinate IT support activities and team members, supervising and supporting IT staff.
8. Train employees on internal systems, e-commerce platforms, and warehouse tools, developing SOPs and user guides to improve system adoption and reduce errors.

1. Hold a Bachelor's degree in Information Technology, Computer Science, or a related field.
2. Possess a minimum of 5 years of experience in IT operations, infrastructure, or support roles, with a preference for experience in multi-site IT environments or operational/warehouse support.
3. Demonstrate hands-on troubleshooting skills for network and hardware issues.
4. Have experience with routers, switches, and firewalls.
5. Be familiar with power backup systems such as UPS and generators.
6. Possess experience with CCTV systems.
7. Have basic knowledge of IT security and access control principles.
8. Exhibit strong execution ability, problem-solving skills, and the capacity to supervise a small team.