LIKELY QUESTIONS
- Can you walk us through your experience providing first-line and second-line ICT support, and the types of hardware, software, and connectivity issues you have resolved?
- How have you installed, configured, and maintained LAN and Wi-Fi networks, and what steps do you take to ensure network security?
- Describe your experience with Windows Server administration and Active Directory, including user account creation, password policy enforcement, and access control.
- If staff in a field office in Narok or Baringo reported they could not access email, shared folders, and the internet, how would you troubleshoot the issue step by step?
- What is your approach to data backup, disaster recovery, patch management, and ensuring business continuity for an organisation?
- Tell us about your experience supporting enterprise systems such as IFMIS, HRIS, document management systems, or similar platforms, including user training.
- What do you understand about compliance with the Data Protection Act, 2019, government ICT policies, and confidentiality requirements in a public sector environment?
- How have you managed ICT asset inventory, coordinated repairs or replacements, and supported ICT procurement while maintaining accurate records?

BEHAVIOURAL QUESTIONS
- Tell us about a time you handled multiple urgent ICT support requests at the same time.
Model approach: Situation - Several users or departments had simultaneous issues affecting operations. Task - Restore critical services quickly while managing expectations. Action - Assessed impact, prioritised business-critical systems, communicated timelines, delegated or sequenced tasks, documented incidents, and escalated where necessary. Result - Restored priority services within target time, reduced downtime, and maintained user confidence.

- Describe a time you solved a difficult technical problem that was not immediately obvious.
Model approach: Situation - A recurring hardware, software, or network issue persisted despite basic fixes. Task - Identify root cause and implement a lasting solution. Action - Gathered symptoms, checked logs, isolated variables, tested likely causes, consulted manuals or senior staff if needed, implemented fix, and monitored after resolution. Result - Issue was permanently resolved, repeat incidents reduced, and lessons were documented for future support.

- Give an example of when you had to support a non-technical user who was frustrated or resistant.
Model approach: Situation - A user was upset because an ICT issue disrupted work. Task - Resolve the problem while maintaining professionalism and service quality. Action - Listened calmly, explained the issue in simple language, reassured the user, fixed or worked around the problem, and followed up after resolution. Result - User was able to continue work, relationship improved, and trust in ICT support increased.

- Tell us about a time you handled sensitive information or had to enforce an ICT security policy.
Model approach: Situation - You were dealing with user accounts, passwords, confidential records, or a policy breach risk. Task - Protect data and ensure compliance without disrupting operations unnecessarily. Action - Followed access control procedures, applied least-privilege principles, educated users on policy, documented actions, and escalated any serious risks appropriately. Result - Data remained secure, compliance was maintained, and users better understood security requirements.

SMART QUESTIONS TO ASK
- What are the main ICT priorities for this role in the first 6 to 12 months: user support, network stability, cybersecurity, enterprise systems support, or something else?
- What is the current ICT environment in terms of Windows Server versions, Active Directory setup, backup tools, firewall solutions, and connectivity between Nakuru and field offices?
- How is ICT support currently structured, and what level of autonomy would the ICT Officer II have when resolving incidents or recommending improvements?
- What are the most common challenges affecting staff productivity today, especially across the field offices in Baringo, Laikipia, Narok, and Nyandarua?
- How does the Agency approach training, certification support, and performance measurement for ICT staff in this position?

RED FLAGS TO WATCH FOR
- Unclear reporting lines, unrealistic expectations, or a role that combines helpdesk, network administration, cybersecurity, systems support, website management, and procurement without adequate staffing or tools.
- Weak answers about backups, disaster recovery, cybersecurity controls, or Data Protection Act compliance, which may signal poor ICT governance and high operational risk.
- Frequent mentions of constant emergencies, chronic underfunding, or lack of documented processes and asset records, suggesting a reactive environment with limited support for success.