With over 70 years of experience, our focus is on helping the most vulnerable children overcome poverty and experience fullness of life. We help children of all backgrounds, even in the most dangerous places, inspired by our Christian faith.

Come join our 33,000+ staff working in nearly 100 countries and share the joy of transforming vulnerable children’s life stories!

Employee Contract Type:

Local – Fixed Term Employee (Fixed Term)

Job Description:

. 1. Provide first line technical support; answering support queries via phone, email or in person

2. Maintain a high degree of customer service for all support queries and adhere to the SLA

3. Take ownership of user problems and be proactive when dealing with user issues.

4. Log all calls on the call logging system (IT Call/Task database or any similar one being used)

5. Maintain a log of any software or hardware problems detected and Support users in the use of Computer equipment by providing necessary orientation/training and advice.

6. Receives all new IT hardware ensuring that it is captured in the asset database and is properly allocated and Installs and maintains hardware and software using relevant checklists to ensure maintenance of standards.

7. Redirect more complex calls to the relevant ICT Support member.

8. Prepare activity reports

Major Activities MAINTENANCE:

 Performs routine maintenance tasks for infrastructure systems such as backups, patch management and hot fixes.

 Monitors health of systems and alerts more senior administrators, when required.

 PERFORMANCE MONITORING:

 Monitors system-operating capacity in terms of disk space, tape storage, memory and CPU utilization.

 Monitors hardware/software activities and resource utilization for capacity planning.

 Escalates when appropriate. TESTING:  Conducts testing to ensure requirements are met.

 Validates test results.

 Provides feedback on test results.

CONTINUOUS IMPROVEMENTS:

 Analyzes and reports on operational metrics to understand performance and to ensure success in process improvements.

SYSTEM JOB SCHEDULING:

 May perform initial setup and maintenance for job scheduler and tape management devices (silo) for production job scheduling.

 Translates business and technical requirements to develop automation specifications that span more than one business area, with guidance

 Updates job schedule based on current priorities and special handling requests.

 Ensures reliability and availability of platforms.

COMPUTER OPERATIONS:

 Operates computer hardware systems and related peripheral equipment.

 Monitors systems on a 24×7 schedule.

 Monitors processing of jobs, loads tapes and performs special handling requests.

 Adheres to all production control processes and maintains operating logs and documentation.

 Executes commands for job scheduler and tape management devices (silo) for production job scheduling.

 Maintains and controls tape inventory and manages the shipment and transporting of tapes.

 Monitors job processing schedule and alerts manager of problems.

PRODUCTION SUPPORT:

 Provides Level 2 production support.

 Troubleshoots problems by analyzing root causes and evaluating multiple options.

 In case of failure events, notifies users, and fixes the problem or escalates to senior members.

 Recommends procedures and controls for problem resolution or creates temporary solutions until permanent solutions can be implemented.

 Documents problem status and resolution.

SECURITY:

 Maintains system security by checking logs for issues such as attempted intrusion.

 Reports security issues when appropriate.

 Adheres to security requirements.

BUSINESS CONTINUITY:

 Administers archival activities such as installing, upgrading, configuring, and scheduling and monitoring, jobs.

 Performs data image archiving.

 Performs off-site storage procedures.

 Verifies that system backups run successfully.

POLICIES, PROCEDURES, AND STANDARDS:

 Adheres to policies, procedures and standards.

DOCUMENTATION/USER GUIDES:

Documents new or modified functions, modules and test activities/results according to specified guidelines and on selected media.

COMMUNICATIONS/CONSULTATION:

Supports and participates in the formal reporting of project status.

Qualifications: Education/Knowledge/Technical Skills and Experience The following may be acquired through a combination of formal or self-education, prior experience or on-thejob training: Minimum Qualification required Diploma in Computer Science, Information Technology, Electrical and Electronic Engineer or related field.

Experience: 5 years’ experience in the information technology/ information systems context, preferably with an International NGO. Preferred: University degree in Computer Engineering, or related field.

Technical Skills & Abilities:

o Capacity to administer an office network.

o Working experience in Lotus Notes, Sun Systems and Windows operating systems (server and clients), Cisco (routers and firewall) and a certification in any one of them. (MCSA, MCSE, CLS, CLP,

o Think critically – Use logic and analysis to identify the potential enhancements and flaws in security measures.

o Make decisions and resolve problems –

o Seek out information and data to evaluate, prioritize and formulate best solution or practice to Interpret and present research findings into clear, concise reports.

o VSAT installation and maintenance

o Good communication skills and articulate both verbally and in the written word.

o Application development qualification will be an added advantage

o Demonstrate integrity, accountability and respect Other Competencies/Attributes: Must be a committed Christian, able to stand above denominational diversities.

Attend and participate/lead in daily devotions and weekly Chapel services.

Perform other duties as required.

Applicant Types Accepted:

Local Applicants Only