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Unit Group (L4) • 3512

3512 — Information and Communication Technology User Support Technicians

3 TECHNICIANS AND ASSOCIATE PROFESSIONAL› 35 Information and Communications Technicians› 351 Information and Communications Technology Operations and User Support Technicians› 3512 Information and Communication Technology User Support Technicians

Explore overview, tasks, skills, education, work context, earnings, and pathways for this Unit Group.

L4 CODE: 3512
Job summary
  • Information and Communication Technology User Support Technicians (KeSCO 3512) supports outcomes in the Technical & Associate Professionals sector by applying job-specific knowledge
  • standards
  • and tools to deliver quality services or outputs. Duties and complexity vary by employer
  • work setting
  • and seniority level
  • but the occupation generally requires reliability
  • competence
  • and continuous learning.
Minimum entry requirement summary
Diploma or Certificate
Future outlook
  • Future trends such as digital transformation
  • automation
  • climate resilience
  • and changing consumer needs are shaping most occupations. Workers who continuously upskill (digital literacy
  • quality standards
  • safety
  • customer service
  • and modern tools) are more resilient and competitive.
Sectors and industries
Technical & Associate ProfessionalsTechnical ServicesOperations SupportField ServicesQuality/ComplianceMaintenance
Employment prospects (narrative)
  • Prospects depend on national and county demand
  • sector investment
  • policy priorities
  • and supply of trained workers. Job seekers improve prospects by gaining practical experience
  • building a portfolio or track record
  • earning relevant certifications
  • and being flexible on location and sub-sector.
Key tasks (structured)
  • Plan and prioritise daily work activities to meet targets and deadlines
  • Follow workplace procedures, standards, and relevant regulations
  • Carry out core job duties accurately and safely
  • Use job tools/equipment/software correctly and maintain them appropriately
  • Communicate progress, issues, and requirements with supervisors and colleagues
  • Serve clients/customers professionally and resolve routine queries
  • Document work completed, maintain records, and submit routine reports
  • Identify errors, risks, or service gaps and propose improvements
  • Work as part of a team and coordinate tasks across units
  • Maintain confidentiality and ethical conduct where required
  • Comply with occupational safety and health (OSH) guidelines
  • Participate in training, mentoring, or continuous improvement activities
Core skills
  • Communication (verbal and written)
  • Teamwork and collaboration
  • Problem-solving and critical thinking
  • Time management and prioritisation
  • Attention to detail and accuracy
  • Customer service orientation
  • Integrity and ethical conduct
  • Adaptability and continuous learning
  • Decision-making and judgement
  • Documentation and record-keeping
  • Digital literacy (basic)
  • Safety awareness and compliance mindset
Technical / occupational skills
  • Use of hand and power tools safely
  • Installation, maintenance, and repair procedures
  • Reading drawings/specifications and measurements
  • Troubleshooting and fault diagnosis
  • Quality control and workmanship standards
  • Equipment handling and preventive maintenance
  • Workplace safety and PPE usage
  • Basic electrical/mechanical principles (as relevant)
  • Material handling and storage
  • Site readiness and task planning
  • Compliance with standards and inspections
Transferable / soft skills
  • Leadership and supervision (as one progresses)
  • Negotiation and stakeholder management
  • Conflict resolution
  • Presentation and public speaking
  • Creativity and innovation
  • Emotional intelligence
  • Planning and organisation
  • Resilience and stress management
  • Service mindset and empathy
  • Networking and relationship building
  • Analytical thinking
  • Professionalism and work discipline
Skills & competencies (general description)
  • Prospects depend on national and county demand
  • sector investment
  • policy priorities
  • and supply of trained workers. Job seekers improve prospects by gaining practical experience
  • building a portfolio or track record
  • earning relevant certifications
  • and being flexible on location and sub-sector.
Certifications, licenses & registration
  • Trade test / competency certification (where applicable)
  • Occupational Safety and Health (OSH) certification (strongly recommended)
  • Equipment-specific operator certification (where applicable)
  • First Aid certification (recommended in many workplaces)
Education & training pathways (narrative)
  • TVET certificate/artisan programme aligned to the occupation
  • Diploma programme for more advanced technical roles
  • Attachment/industrial training/apprenticeship
  • Competency assessment/trade test (where applicable)
  • Experience-based progression into senior technician/foreman/supervisor roles
Education pathways (structured)
  • TVET certificate/artisan programme aligned to the occupation
  • Diploma programme for more advanced technical roles
  • Attachment/industrial training/apprenticeship
  • Competency assessment/trade test (where applicable)
  • Experience-based progression into senior technician/foreman/supervisor roles
Minimum entry requirements
  • Minimum education: Diploma or Certificate
  • Basic literacy and numeracy (reading, writing, and basic calculations)
  • Good conduct, reliability, and professional behaviour
  • Ability to follow instructions, procedures, and workplace rules
  • Basic digital literacy where the role uses computers/phones
  • Physical/medical fitness where the role is physically demanding or safety-sensitive
  • Regulatory registration/licensing where required (profession-dependent)
  • Background checks/clearance for sensitive roles where applicable
Relevant courses to consider
  • Diploma/Certificate in Electrical/Electronics Engineering
  • Diploma/Certificate in Mechanical Engineering
  • Civil/Construction Technology
  • Welding and Fabrication
  • Plumbing and Pipefitting
  • Refrigeration and Air Conditioning
  • Automotive Mechanics
  • Plant/Machine Operation
  • Occupational Safety and Health (OSH)
  • CAD/Draughting basics
Institutions where to learn
  • Universities (accredited public and private universities offering relevant programmes)
  • National Polytechnics and TVET institutions (diploma, certificate, artisan programmes)
  • Technical Training Institutes and Vocational Centres
  • Professional Colleges and Accredited Training Academies
  • Sector Training Authorities and Recognised Centres of Excellence
  • Employer-based Academies and Apprenticeship Programmes
  • Online Learning Platforms (supplementary; verify recognition for regulated fields)
  • Industry Associations and Professional Bodies (short courses/CPD)
Work environment & conditions (narrative)
  • Workplace policies
  • Team collaboration
  • Quality standards
  • Workshop/lab
  • Field support
  • Equipment handling
  • Inspections
Typical employers / places of work
  • Public sector institutions
  • private companies
  • NGOs and community-based organisations depending on the sector.
Work setting
Not specified.
Work schedule
Full-time commonDaytime hours commonDeadlines possible
Employment type
Formal employment possible
Salary ranges
Entry
KES 30,000 – 80,000
Mid
KES 80,000 – 150,000
Senior
KES 150,000+
Earnings, wages & prospects (narrative)
  • Entry-level typical range (illustrative): KES 30,000 – 80,000
  • Mid-level typical range (illustrative): KES 80,000 – 150,000
  • Senior/experienced typical range (illustrative): KES 150,000+
  • Earnings vary by employer (public/private), location, allowances, commissions, overtime, risk factors, and scarcity of skills
How to become one
  • Study in a technical or vocational programme
  • complete industrial attachments and build experience in applied technical roles.
Career progression
  • Entry/Intern → Junior Practitioner → Mid-level → Senior Specialist
  • Senior Specialist → Team Lead/Principal → Manager/Head of Unit (where applicable)
  • Some pathways include consultancy, research, training, or policy roles
Related & alternative occupations
  • Other occupations within the same KeSCO major group
  • Support roles in the same sector/industry
  • Supervisory roles related to this occupation’s work area
  • Specialist variants of the same occupation (where they exist)
Occupation titles
3512-11 — Agent, technical support: Information Communication Technology
3512-12 — Analyst, application support
3512-13 — Analyst, computer: helpdesk
3512-14 — Analyst, computer: software support
3512-15 — Analyst, desktop: support
3512-16 — Analyst, IT helpdesk
3512-17 — Analyst, PC support
3512-18 — Analyst, software: support
3512-21 — Assistant, computer: database
3512-22 — Assistant, computer: engineering (software support)
3512-23 — Assistant, computer: programming
3512-24 — Assistant, computer: systems analysis
3512-25 — Assistant, computer: user services
3512-26 — Consultant, internet: helpdesk
3512-27 — Consultant, internet: support
3512-28 — Consultant, it helpdesk
3512-31 — Consultant, software support
3512-32 — Consultant, support: Information Communication Technology
3512-33 — Consultant, technical: software support
3512-72 — Data Centre Hardware Specialist
3512-73 — Data Centre Operations Specialist
3512-34 — Engineer, computer: computer support
3512-35 — Engineer, customer service: computer helpdesk
3512-36 — Engineer, desktop support
3512-37 — Engineer, internet: helpdesk
3512-38 — Installer, software
3512-41 — Officer, computer services: helpdesk
3512-42 — Officer, customer service: computer support
3512-43 — Officer, desktop applications support
3512-44 — Officer, desktop support
3512-45 — Officer, helpdesk: IT
3512-46 — Officer, internet: helpdesk
3512-47 — Officer, internet: support
3512-48 — Officer, network support
3512-51 — Officer, support: IT
3512-52 — Operator, computer helpdesk
3512-53 — Operator, helpdesk: IT
3512-54 — Operator, helpdesk: software
3512-55 — Operator, internet helpdesk
3512-56 — Representative, internet helpdesk
3512-57 — Representative, technical: computer support
3512-58 — Support, computer
3512-61 — Support, internet
3512-62 — Support, IT
3512-63 — Technician, computer support
3512-64 — Technician, computer: user support
3512-65 — Technician, customer service support: computing
3512-66 — Technician, end user: computing
3512-67 — Technician, helpdesk: computing
3512-68 — Technician, internet helpdesk
3512-71 — Technician, software