This position is key to ensuring continued operations in Kenya’s office by fixing first-level hardware and software malfunctions, or by escalating those situations when required. This also includes training and support activities to ensure the proper operation of CIMMYT’s ERP.

The location of the related positions will be in any of the countries where CIMMYT operates: Kenya, Zambia and Zimbabwe.

General activities for IT Support Specialist:

• Diagnose, resolve and/or escalate problems in response to IT users reported incidents.
• Research, evaluate, and provide feedback on problematic trends and patterns in IT users support requirements.
• Educate coworkers about network security and best practices for computer usage.
• Utilize a ticketing system to log and track support requests, ensuring accurate and up-to-date documentation of incidents and resolutions.
• Install, configure, troubleshoot, and maintain IT users’ hardware and software, including first-level support to ERP-related problems.
• Analyze network load in Regional Office IT Infrastructure.
• Monitor network capacity and performance.
• Train final users in the basics of CIMMYT’s ERP operation.
• Execute related activities as assigned by immediate supervisor.

Requirements

Submit your application if you have these minimum qualifications, skills, and attitudes:

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience)
• Relevant certifications such as CompTIA A+, Microsoft Certified IT Professional (MCITP), Cisco Certified Network Associate (CCNA), or Google IT Support Professional Certification are   appreciated.
• At least 4 years of experience in IT support or a related field.
• Experience in diagnosing and resolving escalated problems in response to IT users reported incidents.
• Experience in monitoring and troubleshooting network connectivity and resolving network problems.
• Proficiency in Windows operating systems is required. Knowledge of macOS and Linux will be considered an additional advantage. Familiarity with office productivity software is also expected.
• Knowledge of network protocols (TCP/IP, DNS, DHCP) and network troubleshooting tools
• Familiarity with hardware and software installation, configuration, and troubleshooting
• Familiarity with ERPs.
• Client and detail orientation
• Fluency in the English language