ICT Support Specialist
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Job Description
ICT Support Specialist providing technical support to staff and partners for digital learning initiatives in Africa. Ensuring robust ICT infrastructure and support strategies for effective educational programs.
Responsibilities:
- Provide remote and on-site technical assistance for network-related issues in country offices and project schools.
- Monitor and maintain the health of school-based ICT infrastructure, including routers, access points, and local area networks (LANs).
- Coordinate with local Internet Service Providers (ISPs) and in-country technical partners to resolve connectivity outages and optimize network performance.
- Implement and document network configuration changes as directed by the Director of ICT.
- Travel to project sites in various African countries may be required from time to time and not exceeding 40% of the time.
- Provide helpdesk support for all Imagine Worldwide staff, troubleshooting issues related to hardware (laptops, mobile devices), software (cloud-based tools like Google Workspace), and operating systems (Windows, macOS).
- Manage the setup, deployment, and inventory of IT assets for new and existing employees.
- Develop and deliver training sessions and materials for staff and partners on essential IT tools, security best practices, and new system deployments.
- Assist in the administration of cloud-based platforms, including user accounts, access permissions, and security settings.
- Perform routine system updates, patching to ensure data integrity and security.
- Monitor system performance and security logs to proactively identify and address potential issues.
- Collaborate with other stakeholders to maintain accurate inventory of all software licenses and hardware assets.
Requirements:
- Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
- Minimum of 5 years of professional experience in an IT support or system administration role, preferably within a non-profit organization operating across Africa.
- Proven hands-on experience in managing and troubleshooting network equipment (Routers, Switches, Firewalls, Access Points), including understanding of TCP/IP, DNS, DHCP, and VPNs.
- Strong proficiency in administering and providing end-user support for cloud productivity suites, such as Google Workspace.
- Excellent technical problem-solving skills and the ability to clearly communicate complex technical information to non-technical users.
- Experience in developing and delivering end-user training.
- Relevant IT certifications (e.g., ITIL, CompTIA Network+, CCNA, Google/Microsoft Certified: Modern Desktop Administrator).
- Experience with satellite and other last mile connectivity deployments common in remote African settings.
- Knowledge of APN setup and industrial 4G/5G router configuration
- Working knowledge of IT security best practices and data privacy regulations.
- Fluency in a second relevant language (e.g., French, Swahili) is a plus.
- Experience with IT documentation and using ticketing systems for helpdesk management.
Benefits:
- Salary is competitive and commensurate with experience.
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