Location: [Hybrid – Remote and Specified location]
Reports To: [IT Manager]
Organization: [TECK Africa]
About Us:
Goal: To bridge the digital divide in Africa by providing access to technology and digital education to underprivileged children, empowering them to thrive in the 21st-century global economy.
Mission: Our mission is to empower underprivileged children in Africa with the skills and knowledge they need to succeed in the digital age. We strive to bridge the digital divide by providing access to technology, digital education, and training to teachers, schools, and communities in underprivileged areas.
Vision: Our vision is a world where all children in Africa, regardless of their socio-economic background, have access to technology and digital education, enabling them to acquire the skills they need to thrive in a rapidly changing world. We envision a future where underprivileged children in Africa are empowered to pursue their dreams and contribute to their communities, ultimately driving sustainable development and reducing inequality.
Job Summary: The IT Support Specialist will provide technical assistance and support to staff and volunteers, ensuring the smooth operation of digital technology and systems that underpin our organization’s activities. This role is essential for maintaining and optimizing the digital infrastructure that supports our mission.
Key Responsibilities:
- Technical Support:
- Respond to IT-related inquiries and provide technical support to resolve hardware and software issues.
- Troubleshoot and diagnose technical problems, ensuring timely resolutions.
- Hardware and Software Management:
- Manage and maintain computer systems, servers, and peripheral devices.
- Install, configure, and update software and applications as needed.
- Network Administration:
- Maintain network infrastructure, including routers, switches, and access points.
- Ensure network security, including firewall configurations and antivirus software.
- User Training:
- Train staff and volunteers on the proper use of IT equipment and software.
- Create user guides and documentation for IT procedures.
- Inventory Management:
- Track and manage IT equipment inventory, including procurement, distribution, and disposal.
- Ensure compliance with asset management policies.
- Data Backup and Recovery:
- Implement data backup procedures to protect critical organizational data.
- Develop and execute data recovery plans in case of data loss incidents.
- Security and Compliance:
- Monitor and enforce IT security policies and protocols.
- Conduct regular security audits and risk assessments.
- Vendor and Service Provider Coordination:
- Liaise with external IT service providers, vendors, and contractors.
- Manage service contracts and ensure service level agreements are met.
- Technology Integration:
- Evaluate and recommend new technologies and solutions to improve organizational efficiency.
- Assist in the integration of digital tools into programs and operations.
Proficiency:
Would be beneficial for applicants to be proficient in as many of the technologies and software listed below.
1. Operating Systems:
- Windows OS (various versions)
- macOS
- Linux/Unix
2. Networking:
- TCP/IP networking
- Routers, switches, and access points
- Network protocols (DNS, DHCP, HTTP, HTTPS)
- VPN setup and configuration
3. Hardware:
- Desktops, laptops, and mobile devices
- Servers
- Printers and scanners
- Peripheral devices (monitors, keyboards, mice)
4. Software Applications:
- Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
- Email clients (e.g., Microsoft Outlook, Thunderbird)
- Antivirus and security software
- Remote desktop software (e.g., TeamViewer, Remote Desktop Protocol)
5. Troubleshooting Tools:
- Diagnostic tools (ping, traceroute, nslookup)
- System monitoring and management tools
- Hardware diagnostic utilities
6. Help Desk and Ticketing Systems:
- ServiceNow
- Zendesk
- JIRA Service Desk
7. Backup and Recovery Software:
- Data backup solutions (e.g., Veeam, Acronis)
- Data recovery tools
8. Security Tools:
- Firewall management
- Antivirus and anti-malware software
- Intrusion detection and prevention systems (IDPS)
9. Virtualization Technologies:
- VMware
- Hyper-V
- VirtualBox
10. Cloud Services:
– Cloud platforms (e.g., AWS, Azure, Google Cloud)
– Cloud-based applications and services (e.g., Microsoft 365, Google Workspace)
11. Mobile Device Management (MDM):
– Mobile device security and management solutions
12. Active Directory and LDAP:
– User account management
– Group policy management
13. Scripting and Automation:
– Scripting languages (e.g., PowerShell, Python)
– Automation tools (e.g., Ansible)
14. IT Service Management (ITSM) Tools:
– ITIL-based service management software
15. Remote Desktop and Collaboration Tools:
– Remote support tools (e.g., TeamViewer, AnyDesk)
– Collaboration platforms (e.g., Microsoft Teams, Slack)
16. IT Security Best Practices:
– Knowledge of cybersecurity principles and best practices
Qualifications:
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Proven experience in IT support and administration.
- Strong technical knowledge of hardware, software, and network systems.
- Excellent problem-solving and troubleshooting skills.
- Effective communication and interpersonal skills.
- Commitment to the organization’s mission and values.
- IT certifications (e.g., CompTIA A+, Network+, Security+, Cisco CCNA, or Microsoft Certified: Azure Administrator or equivalent) are a plus.
- Ability to travel within the local community and regionally, as required.
How to Apply: Interested candidates are invited to submit their resume and cover letter to infor@teckafrica.com. Please include “IT Support Specialist Application” in the subject line. Applications will be accepted until the 31st of November 2023.
TECK Africa is an equal-opportunity employer. We encourage candidates from diverse backgrounds to apply