ICT Associate
UN Women
Quick Take
Be the first point of contact for all ICT support across the UN Women Nairobi office, diagnosing and resolving hardware, software, and network issues while managing asset inventory and coordinating with global IT teams.
Minimum 6 years of hands-on ICT support experience, strong troubleshooting skills across hardware/software/networks, and proficiency with enterprise tools (ERP systems, Microsoft 365, ITSM platforms).
Competitive salary in the Nairobi ICT market, meaningful work with a globally respected UN agency advancing gender equality, and exposure to international IT operations and systems.
Job Description
UN Women, the United Nations Entity for Gender Equality and the Empowerment of Women, is seeking a skilled and proactive ICT Associate to join its Nairobi office. This full-time role sits at the heart of the organisation's technology operations, ensuring that staff across the office have reliable, responsive, and well-supported ICT services. The successful candidate will be the first point of contact for all technology-related issues, driving swift resolutions and maintaining a high standard of user experience.
Operating within a globally connected IT environment, the ICT Associate will work closely with international IST teams at headquarters, local service providers, and internal stakeholders to keep systems, networks, and assets running smoothly. This is a meaningful opportunity to contribute to one of the world's most impactful organisations by ensuring its people have the tools they need to advance gender equality.
- Provide first-contact resolution for ICT incidents received via phone, chat, email, walk-in, or remote support, logging all interactions in the ITSM tool with accurate priority levels.
- Investigate, diagnose, and resolve hardware, software, and connectivity issues; escalate complex problems to relevant global IST teams as appropriate.
- Deliver first-level support for corporate applications including Quantum ERP, PRISM, and Microsoft 365, escalating functional issues to headquarters teams.
- Communicate incident status and resolution updates to end users in a timely and professional manner, ensuring positive user experiences throughout.
- Install and configure UN Women standard ICT hardware and software in line with corporate standards and security guidelines.
- Implement and maintain security measures, system updates, and OS/application patches as directed by the global Helpdesk team.
- Monitor the local network environment including LAN, Wi-Fi, and connectivity services; troubleshoot basic issues and escalate complex network problems to the IST infrastructure team.
- Coordinate with the host agency and local internet service providers on shared connectivity and infrastructure matters.
- Maintain a complete and accurate inventory of all ICT assets in the Nairobi office, including hardware, software licences, peripherals, and network equipment.
- Support ICT procurement by providing technical specifications and reviewing supplier quotations in coordination with the supervisor and Procurement teams.
- Process ICT equipment registration and disposal through the Quantum ERP Asset module and support physical inventory verification.
- Manage and maintain local office technology including printers, digital signage, and room booking systems.
- Deliver training and knowledge-sharing sessions to staff on standard ICT tools, applications, and best practices.
- Collect and consolidate user feedback, reporting recurring issues to the supervisor to drive systematic improvements.
- Minimum 6 years of hands-on ICT support experience in a professional or enterprise environment, demonstrating the ability to manage and resolve a broad range of technical issues independently.
- Must be able to configure, troubleshoot, and maintain Windows-based hardware and software environments, including laptops, desktops, printers, and peripherals.
- Demonstrated experience supporting Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive) in a multi-user environment.
- Ability to monitor and perform basic troubleshooting of LAN, Wi-Fi, and internet connectivity issues, with clear escalation protocols for complex problems.
- Practical experience managing ICT asset inventories using an ERP system; familiarity with Quantum ERP or similar platforms is an advantage.
- Proven ability to log, track, and manage incidents using an IT Service Management (ITSM) tool such as ServiceNow or equivalent.
- Strong communication skills — must be able to explain technical issues clearly to non-technical end users and maintain professional interactions under pressure.
- Experience supporting ERP or enterprise applications (PRISM, SAP, or equivalent) at a first-level helpdesk capacity is desirable.
- Bachelor's degree or HND in Information Technology, Computer Science, or a related field; a relevant professional certification (CompTIA A+, ITIL, Microsoft Certified, Cisco CCNA) is highly desirable.
- Ability to work collaboratively within a multicultural, international organisation and adhere strictly to UN Women's ICT policies and standards.
UN Women offers a competitive remuneration package commensurate with the G-6 local staff scale for Nairobi, Kenya. Estimated monthly gross compensation ranges between KES 180,000 and KES 280,000 depending on experience and applicable UN salary scales. The organisation also provides a comprehensive benefits package aligned with United Nations standards.
- Medical insurance coverage for staff and eligible dependants
- United Nations pension and provident fund membership
- Annual leave and flexible working provisions
- Access to UN staff learning and development programmes
This role is ideal for an experienced ICT professional who thrives in a fast-paced, service-oriented environment and is passionate about using technology to support an impactful mission. You are organised, solutions-focused, and comfortable working both independently and as part of a globally distributed team. You have a genuine interest in the UN's mandate on gender equality and understand the importance of reliable ICT in enabling field operations.
Please do not apply if you have fewer than 6 years of relevant ICT support experience, do not hold at least a Bachelor's degree or HND in a relevant field, or are not currently based in or able to commute to Nairobi. Candidates without experience supporting enterprise applications or working in a structured ITSM environment will find this role challenging.
- Visit the UN Women careers portal or the official UN Women Kenya job listings page.
- Complete the online application form and attach your updated CV and a cover letter outlining your relevant experience.
- Ensure your application clearly demonstrates how you meet the required competencies listed above.
- Applications must be submitted before the closing date of 6 July 2026.
- Only shortlisted candidates will be contacted. Do not pay any fee at any stage of this recruitment process.
Requirements Breakdown
Must Have
- Minimum 6 years of hands-on ICT support/helpdesk experience
- Proficiency in hardware and software troubleshooting (OS, applications, connectivity)
- Experience with Microsoft 365 and enterprise ERP or ITSM tools
- Strong communication and customer service skills for end-user support
- Knowledge of network basics (LAN, Wi-Fi, ISP coordination)
Nice to Have
- Experience with Quantum ERP or similar financial/asset management systems
- Security awareness and experience with system patching/updates
- Training delivery or documentation skills for knowledge-sharing
- Familiarity with UN systems or international NGO IT environments
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Salary Context
Competitive market-aligned salary for mid-level ICT support in Nairobi
The KES 180,000–280,000 range sits in the upper-middle tier for ICT Associate roles in Nairobi, reflecting the 6-year experience requirement and UN Women's international standards. Salary in this field typically scales with technical depth, certifications (CompTIA, Microsoft), and experience with enterprise systems.
About UN Women
UN Women is the United Nations entity dedicated to gender equality and women's empowerment, operating across Africa, Asia, and the Middle East with a significant presence in Kenya. The organisation works on policy advocacy, economic empowerment, and violence prevention, making it a leader in development and humanitarian work on the continent. Joining UN Women offers exposure to global operations, meaningful impact on gender justice, and the professional development that comes with a respected multilateral employer.
Likely Interview Questions
- 1
Walk us through a complex ICT incident you resolved at your current/previous role—what was the problem, how did you diagnose it, and how did you communicate with the end user?
- 2
How have you managed escalations to senior technical teams or vendors while keeping end users informed and satisfied?
- 3
Tell us about your experience with enterprise resource planning (ERP) or ticketing systems (ITSM tools). How comfortable are you learning new platforms quickly?
- 4
Describe your approach to balancing multiple support requests across phone, email, chat, and walk-in—how do you prioritise and track them?
- 5
What experience do you have with asset inventory management, and how would you ensure accuracy in a diverse office environment with multiple locations or remote users?
Application Tips
Highlight specific years and types of hands-on support (e.g., '7 years first-line/Level 1 support'), and mention any enterprise systems you've supported (Quantum ERP, SAP, Microsoft 365) to match the job requirements directly.
Emphasise your experience with ticket management, SLA compliance, and metrics—UN Women will want to see you can track incidents accurately and resolve them efficiently in an ITSM environment.
Include examples of training you've delivered, documentation you've created, or user feedback you've acted on; the role values knowledge-sharing and systematic improvements, and this sets you apart from purely technical candidates.
Career Path
Roles that lead here
Where this leads
Skills & Keywords
Honest Assessment
Green Flags
- Reputable employer: UN Women is a recognised global organisation with stable funding, professional development opportunities, and international credibility that enhances CV value.
- Clear role scope: The job description is detailed and specific about responsibilities, systems (Quantum, PRISM, Microsoft 365), and escalation paths—you'll know what you're walking into.
- Competitive salary: KES 180,000–280,000/month is above average for a 6-year ICT Associate in Nairobi, particularly for a UN role with implied benefits.
- Meaningful impact: Working for a gender equality-focused UN agency offers purpose-driven work and exposure to international development—a strong motivator for many tech professionals.
Watch Out
- The job description is truncated at 'Minimum 6 years of ha'—critical details about required qualifications, certifications, or education are missing; clarify these before applying.
- No mention of benefits, allowances, UN medical coverage, or leave entitlements, which are typically significant for UN roles—ask about the full compensation package during interviews.
- Responsibilities span asset inventory, procurement coordination, training delivery, and network monitoring—ensure you're comfortable with this breadth before accepting, as burnout risk is high if understaffed.
A Day in the Life
Your Monday starts with checking the ITSM ticket queue—three staff members report Wi-Fi dropouts, one needs Microsoft 365 setup, and another has a printer configuration issue. You log priorities, resolve two issues by mid-morning via remote support and chat, then spend an hour with the infrastructure team on a call to diagnose the network problem. Afternoon involves coordinating with a local ISP on a connectivity upgrade, updating the asset inventory in Quantum ERP after receiving new laptops, and delivering a brief training session to the admin team on a Microsoft 365 security feature. By end of week, you've consolidated user feedback and flagged recurring login issues to your supervisor, who will escalate to headquarters.
Frequently Asked Questions
What qualifications do I need to be an ICT Associate at UN Women?
The posting requires a minimum of 6 years of hands-on ICT support experience, technical proficiency in hardware, software, and networks, and familiarity with enterprise tools like ERP systems and Microsoft 365. Formal certifications (CompTIA A+, Microsoft, ITIL) are not explicitly mentioned but would strengthen your application.
Is the ICT Associate role at UN Women remote or based in Nairobi?
The role is full-time and based in the Nairobi office, with regular user interaction via walk-in support, phone, and email. Some coordination with global IST teams may happen remotely, but the core position is on-site.
How much does an ICT Associate earn at UN Women?
The salary range is KES 180,000–280,000 per month, depending on experience and qualifications. This is competitive for mid-level ICT support in Nairobi and typically includes UN benefits such as health insurance, pension contributions, and annual leave.
What are the career growth opportunities for this role?
From this position, you can advance to a Senior ICT Associate, ICT Officer, or Systems Administrator role within UN Women or other international organisations. Exposure to enterprise systems, asset management, and global IT coordination provides a strong foundation for IT management or infrastructure specialisation.
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