Reporting to the Director – Marketing, Evidence and Impact, the role will support all Marie Stopes Kenya channels and operations. The role will majorly provide ICT support to technology end users, and advise the leadership on technology matters, in liaison with our global partnership (MSI). The role will take ownership in–country, of global ICT solutions, to support in the implementation and running of the same and ensure technology tools approved by MSI are used appropriately.
The role will provide technology support maintaining the ITIL standards, which include proactive ICT support, whilst maintaining relevant documentation of known technology problems, processes, and procedures.
The role will ensure proper governance of the ICT establishment, by ensuring staff adhere to the approved MSK ICT policies, proper training on bespoke and proprietary solutions, and administering and managing all the Information Technology Infrastructure in place.
Key Responsibilities
Help Desk / User Support
- Perform routine checks to ensure that all staff laptops and application installed are in good working condition and up to date.
- Support staff to access the network, intranet, internet, and email by preparing simple user– friendly “How–To Guides” for staff ICT needs
- Diagnose and troubleshot Software and Hardware issues ensuring that all antivirus and firewalls are up–to–date and functional.
- Manage system users through setting up new user accounts or deactivating users when required.
- Install and configure new equipment with required applications that include Office 365 solutions.
- Identify and prepare equipment for disposal as per the ICT disposal policy.
- Ensure that all ICT Assets are recorded, and their transfer / movement tracked within the ICT assets database
- Ensure that all ICT incidents are logged into the incident tracker and resolved within the agreed SLA.
- Maintain an up–to–date detailed ICT inventory, including Software Assets and Hardware Assets.
Data, Network Administration, and communication
- Ensure all cabling is tidy and appropriately labelled and any equipment alerts, or faults identified in the environment are evaluated and dealt with
appropriately. - Support the installation, maintenance, integrity, and security of MSK LANs, WANs, and network segments
- Troubleshoot and diagnose network connectivity issues, offering timely recommendations / solutions
- Maintaining system backups of all applications
- Monitoring and evaluating internet connectivity performance; working closely with ISP to resolve any downtime issues.
- Maintenance of ICT inventories including Media Library, Software Assets, Hardware Assets, Communications Lines etc.
Technical Projects
- Implementation of new infrastructure, technology acquisitions, software solutions and upgrades.
- Responsibility for completion of work schedules with the project organizer
- Own and be responsible for completion of tasks to established standards and quality expectations.
- Maintain effective communication with other technical staff, operations staff, third party support staff and users.
Change Management
- Understanding of the change management process, and a good understanding of the ADKAR model
- Proven ability to lead a technology change
- Identify appropriate technical solutions to business problems.
- Work with existing supplier contracts to establish latest software release in line with the release management process.
- Prepare and enact implementation plans for changes within the technical environment
- Managing version control of applications and approved and accepted changes.
- savvy in scripting languages, with the ability to develop scripts for job scheduling and data integration purposes within the technical
environment. - Refresh of Test & Train environments to support new developments or enhancements to systems.
IT Security
- Maintaining physical security to MSK Technology as detailed in the ICT Policy
- Implement and maintain data safeguards as required by the data protection regulations.
- Maintain proper access controls to MSK systems, both for staff and third parties as per the ICT policy, ensuring appropriate documentation has
been completed and sign off attained, prior to granting access to resources - Grant administrative privileges in line with ICT policies.
- Ensure all staff are trained on cyber security and signoff on completion.
Qualifications:
- Professional qualification in computer technology required such as BSC in Information Technology, Computer Science.
- Professional qualifications in either Networking (CCNA) or Systems Administration (MCSE or MCITP) is an added advantage
Advanced communication skills. - Ability to quickly adapt to change Skills/Experience
- Minimum two years of professional work experience in information technology
- Demonstrated experience in managing ICT for a busy non–profit of private sector company of similar scale
- Demonstrated experience working in heterogeneous ICT environments
- Strong knowledge of ICT security systems
- Demonstrable Knowledge and experience in distributed networks, and cisco Networking technology
- Experience with Windows domains, and Microsoft office 365 platform
- Demonstrated troubleshooting skills for IT Hardware, including desktop, laptops, and networking equipment
- Demonstrable knowledge of SQL server management, Exchange Server, Internet Information Services, backup systems
- Demonstrable knowledge of telephony systems and knowledge of contact centre environment
- Knowledge of Active Directory/LDAP Management
- Strong knowledge technology advancements in Kenya, and connectivity solutions
- Ability to communicate effectively with non–technical teams about ICT issues
How To Apply:
Suitable and qualified internal candidates should email one document combining an application letter and CV to pd@mariestopes.or.ke on or before 11th October 2022. The subject of the email should read ICT Officer.
Applications will be reviewed on a rolling basis. Do not attach certificates and testimonials.
