ICT Support Specialist

This is a fully remote position, open to applicants in Africa.

📋 Description

• Provide both remote and on-site technical support for network-related challenges in country offices and project schools.

• Monitor and ensure the health of ICT infrastructure based in schools, which includes routers, access points, and local area networks (LANs).

• Collaborate with local Internet Service Providers (ISPs) and in-country technical partners to address connectivity issues and enhance network performance.

• Execute and document changes to network configurations as instructed by the Director of ICT.

• Occasional travel to project locations across various African countries may be required, not exceeding 40% of the time.

• Offer helpdesk support to all Imagine Worldwide staff, resolving issues related to hardware (laptops, mobile devices), software (cloud-based tools like Google Workspace), and operating systems (Windows, macOS).

• Oversee the setup, deployment, and inventory management of IT assets for both new and existing employees.

• Create and present training sessions and materials for staff and partners on essential IT tools, security best practices, and new system implementations.

• Assist in the management of cloud-based platforms, including user accounts, access permissions, and security settings.

• Conduct routine system updates and patching to maintain data integrity and security.

• Monitor system performance and security logs to proactively identify and resolve potential issues.

• Work alongside other stakeholders to ensure accurate inventory tracking of all software licenses and hardware assets.

⛳️ Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent hands-on experience.

• At least 5 years of professional experience in an IT support or system administration role, ideally within a non-profit organization operating in Africa.

• Demonstrated practical experience in managing and troubleshooting network equipment (Routers, Switches, Firewalls, Access Points), with a solid understanding of TCP/IP, DNS, DHCP, and VPNs.

• Strong expertise in administering and providing end-user support for cloud productivity suites, particularly Google Workspace.

• Exceptional technical problem-solving abilities and the capacity to communicate complex technical information clearly to non-technical users.

• Experience in creating and conducting end-user training sessions.

• Relevant IT certifications (e.g., ITIL, CompTIA Network+, CCNA, Google/Microsoft Certified: Modern Desktop Administrator).

• Familiarity with satellite and other last-mile connectivity deployments commonly found in remote African environments.

• Knowledge of APN setup and configuration of industrial 4G/5G routers.

• Basic understanding of IT security best practices and data privacy regulations.

• Proficiency in a second relevant language (e.g., French, Swahili) is an advantage.

• Experience with IT documentation and utilizing ticketing systems for helpdesk management.

🏝️ Benefits

• Salary is competitive and commensurate with experience.