KEY AREAS OF ACCOUNTABILITY: 

End User / Technical Support (40%)

• Serve as a point of contact for IT support calls and ensures that they are logged into JIRA for Kenya & Madagascar staff.
• Assist the Kenya & Madagascar IT Officer with the roll-out of Local IT projects.
• Provide day to day end user support on general computer applications and IT systems in the Country and Field Offices.
• Provide training materials and procedures, and/or train users in the proper use of hardware and software.
• Provide end user support and resolution of technical issues via email, phone, and other means of communication.
• Provide preventive and corrective maintenance of desktop, laptops computer, scanners, projectors, and network equipment.
• Cover for  Kenya & Madagascar IT Officer when he/she is on leave or engaged with other assignments
• Maintain and log IT issues using the in-house IT incident reporting system of daily support requests, the issues raised, and remedial action taken.
• Refer major hardware or software problems or defective products to vendors or technicians for service.
• Ensures that the IT equipment is functioning properly and escalates critical failures to the Kenya & Madagascar IT Officer.
• Install and configure new machines for users
• Serves as the direct contact for mobile data devices including support & configuration
• Support backing up data from all computers routinely and ensure that backed up data is always secure.
• Analyse, design and develop web or mobile applications systems as per user requirements and organization standards.
• Consult with systems users to establish requirements for modifications to existing systems or deployment of new systems.
• Provide support to the deployed IT innovation and implement immediate resolution to software problems.
• Work together with broader Kenya & Madagascar IT teams to build T4D initiatives

IT Helpdesk Management (40%)

• Maintain and log IT issues using the in-house IT incident reporting system of daily support requests, the issues raised, and remedial action taken.
• Refer major hardware or software problems or defective products to vendors or technicians for service.
• Ensures that the IT equipment is functioning properly and escalates critical failures to the Kenya & Madagascar IT Officer.
• Install and configure new machines for users
• Serves as the direct contact for mobile data devices including support & configuration.
• Support backing up data from all computers routinely and ensure that backed up data is always secure.

Technology Innovations (10%)

• Analyse, design and develop web or mobile applications systems as per user requirements and organization standards.
• Consult with systems users to establish requirements for modifications to existing systems or deployment of new systems.
• Provide support to the deployed IT innovation and implement immediate resolution to software problems.
• Work together with broader Kenya & Madagascar IT teams to build T4D initiatives.

IT Assets Management (10%)

• Provide support in maintaining an assets movement tracker while ensuring the IT assets issuance and movement records are always up to date as per IT SOPs, Policies and Procedures.
• Ensure that all software’s in use are appropriate and in keeping with Save the Children guidelines, global IT Policy and meet the requirements of the programme.
• Ensure all systems, configured to the required standards, and aligned to the global IT policy.
• Undertake routine and regular maintenance of computers and accessories and ensure that all computers, printers, and other accessories in the office are in good working condition, always.

SKILLS AND BEHAVIOURS (SCI Values in Practice)

Accountability:

• Holds self-accountable for making decisions, managing resources efficiently, achieving and role modelling Save the Children values.
• Holds partners accountable to deliver on their responsibilities.

Ambition:

• Sets ambitious and challenging goals for themselves, takes responsibility for their own personal development.
• Future orientated, thinks strategically and on a global scale, eager to learn and adopt new technologies.
• Widely shares their personal vision for Save the Children, engages and motivates others.

Collaboration:

• Builds and maintains effective relationships with the regional office team, colleagues, members and external partners and Supporters.
• Values diversity, sees it as a source of competitive strength.
• Approachable, good listener, easy to talk to.

Creativity:

• Develops and encourages new and innovative solutions.
• Cuts away bureaucracy and encourages an entrepreneurial approach.

Integrity:

• Honest, encourages openness and transparency, builds trust and confidence.
• Displays consistent excellent judgement.

QUALIFICAITONS, EXPERIENCE AND SKILLS:

• Degree in an area of Information Technology, Computer science (IT) or equivalent.
• Knowledge and experience in Microsoft Office 365 and Windows client & server environments.
• Understanding of SharePoint and Microsoft solution systems.
• Programming experience in Python & JAVA is an advantage.
• Experience with CoreVeiw, Entra ID, Active directory is an advantage but not a requirement.
• Demonstrate familiarity with Power Automate & PowerApps.
• Having excellent proficiency in spoken and written English with strong interpersonal skills
• Ability to work with people from diverse cultures.
• Good communication skills, ability to work with minimum supervision.
• Commitment to Save the Children values.