Role Overview:

The IT and Operations Fellow will play a vital role in providing technical support and managing information technology systems, including ERP (Enterprise Resource Planning) and MS Office applications, within Financing Alliance for Health (FAH). This position involves troubleshooting technical issues, supporting IT projects, and ensuring the efficient use of ERP and MS Office tools to advance the organization’s mission.

Key Responsibilities:

The IT and Operations Fellow will operate from a mutually agreed remote location, preferably within Nairobi, and will be responsible for the following tasks:

IT support and maintenance:

• Provide first-level technical support to staff, resolving hardware, software, and connectivity issues.
• Assist with the setup and maintenance of workstations, laptops, and other IT equipment.
• Conduct training sessions to enhance staff proficiency in using IT resources, including ERP and MS Office applications.
• Assist with the customization and troubleshooting of software to meet specific organizational needs.
• Implement and maintain backup and disaster recovery procedures.
• Perform routine maintenance tasks, including ERP updates, security patches, and antivirus management.
• Communicate effectively with staff to understand and address their IT needs, especially related to ERP and MS Office.
• Provide timely updates on the status of ongoing IT support requests and projects.
• Educate staff on best practices for maintaining data security and privacy.
• Collaborate with IT and ERP vendors to address issues, implement updates, and optimize system functionality.
• Provide end-user support for IT related inquiries and issues.
• Administer rights as required/approved on online systems, ERP and HRIS.
• Ensure timely user account creation and rights administration.
• Continually monitor account and domain security, and systems stability.
• Monitor online subscriptions and ensure timely payments and renewal.
• Ensure compliance of IT infrastructure with relevant authorities and FAH needs.
• Onboard and Offboard users as required from all systems.
• Install, configure, and update software applications used by the organization, with a focus on ERP and MS Office tools.
• Assist with the customization and troubleshooting of software to meet specific organizational needs.
• Implement and enforce IT security policies and procedures, particularly in the context of ERP and MS Office applications.
• Conduct regular security audits and address vulnerabilities promptly.

General Operations Support:

• Manage the inventory of all assets and IT hardware, including computers, printers, and peripherals.
• Coordinate the repair and replacement of faulty hardware components.
• Assist in the procurement of office supplies, IT equipment, and vendor contracting, ensuring compatibility and cost-effectiveness.
• Assist with travel arrangements, logistics and procurement as directed by the Finance and Operations Manager.

Qualifications:

• A bachelor’s degree or equivalent in an IT relevant field.
• Additional training and professional certifications will be an added advantage.
• A minimum of two years of progressive experience in IT, procurement, and administration.
• Familiarity with common operating systems and software applications.
• Strong problem-solving skills and attention to detail.
• Excellent communication and interpersonal skills.
• Ability to prioritize tasks and manage time efficiently.
• Exceptional organizational skills, ability to prioritize work effectively, and meticulous attention to detail.
• Demonstrated ability to collaborate with diverse and remote teams and provide online remote support to staff.
• Ability to work independently with minimal supervision.
• Excellent proficiency in spoken and written English.