Job Vacancy – Software Helpdesk Administrator

Total Solutions Ltd is a leading ICT solutions company with operations in Kenya and Tanzania and provides solutions across the full range of the market from SMEs to Large Multinational Enterprises through its four (4) Core Divisions, namely, Fiscal Solutions, Infrastructure and Technical Services, Business Software Solutions, and Consumer Technology.  

The Company is seeking to recruit a highly talented and dynamic professional to fill the following position based in Nairobi: 

SOFTWARE HELDESK ADMINISTRATOR

Reporting to the Project Lead in the Software Department, the incumbent will be responsible for managing software licenses, providing first-level IT support, assisting with pre-sales consulting, and ensuring exceptional customer service.

Key Responsibilities 

• Managing software license renewals, quotations, and billing processes, maintaining an organized software library, and tracking license keys.
• Conducting periodic reviews to ensure all licensing is aligned with contractual terms and generating reports on licensed customers.
• Ensuring timely execution of fiscal-related project milestones, coordinating integration and deployment of fiscal devices with client software, and supporting internal alignment with project timelines.
• Providing front-line technical support to both customers and internal teams, troubleshooting basic issues, and escalating more complex problems as needed to maintain consistent service quality.
• Responding promptly to technical inquiries related to the company’s products and services, using the helpdesk ticketing system for logging, tracking, and ensuring the resolution of issues within defined SLAs within 24 hours.
• Supporting the sales process by advising clients on technology solutions that align with their operational goals, conducting product demonstrations, and assisting in solution design.
• Delivering onboarding and training sessions for clients, helping them understand and use the company’s systems effectively.

Key Qualifications, Experience, Skills, and Competencies 

• Bachelor’s Degree / Diploma in Information Technology, Computer Science, or a related field.
• A minimum of two (2) years of experience in IT support, pre-sales, or software helpdesk is required. Candidates without a degree must have at least three (3) additional years of relevant experience in lieu of formal education.
• Strong knowledge of software licensing and contract management.
• Experience in customer support and troubleshooting IT issues.
• Ability to work with Fiscal devices and ERP/Business Software is a plus.
• Excellent communication and problem-solving skills.
• Ability to work independently and as part of a team. 

Interested candidates are requested to forward their updated CVs only to recruit@virtualhr.co.ke stating the subject heading SOFTWARE HELPDESK ADMINISTRATOR by Friday 25th April 2025. They should indicate their telephone contacts and addresses of three referees. 

Only shortlisted candidates will be contacted.