[Hiring] ICT Support Specialist @Imagine Worldwide

Role Description

The ICT Support Specialist will be responsible for providing technical support to Imagine Worldwide staff and in-country partners, with a primary focus on maintaining stable internet connectivity in schools and managing internal IT systems. This role reports directly to the Director of ICT and is crucial for the successful execution of our digital learning programs. The Specialist will ensure that all ICT infrastructure is operational, secure, and supports the organizational mission effectively.

The Specialist will be the primary implementer of connectivity and IT support strategies defined by the Director of ICT and other stakeholders, ensuring that technical operations are aligned with organizational goals and security standards.

Key Responsibilities

• Connectivity Support for Countries and Schools
  • Ensure robust and reliable internet and network connectivity for country offices and school-based programs.
  • Provide remote and on-site technical assistance for network-related issues.
  • Monitor and maintain the health of school-based ICT infrastructure.
  • Coordinate with local Internet Service Providers (ISPs) and in-country technical partners.
  • Implement and document network configuration changes as directed.
  • Travel to project sites in various African countries may be required, not exceeding 40% of the time.
• Internal IT Support and End-User Training
  • Serve as the first point of contact for internal staff technical issues.
  • Provide helpdesk support for hardware, software, and operating systems.
  • Manage the setup, deployment, and inventory of IT assets.
  • Develop and deliver training sessions and materials for staff and partners.
  • Document technical solutions and create a knowledge base.
  • Support the Director of ICT in implementing organization-wide IT policies.
• Systems Administration
  • Assist with the maintenance of core organizational ICT systems.
  • Administer cloud-based platforms, including user accounts and security settings.
  • Perform routine system updates and patching.
  • Monitor system performance and security logs.
  • Support the Director of ICT in managing and updating file repositories.
  • Collaborate with stakeholders to maintain accurate inventory of software licenses and hardware assets.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
• Minimum of 5 years of professional experience in an IT support or system administration role, preferably within a non-profit organization operating across Africa.
• Proven hands-on experience in managing and troubleshooting network equipment.
• Strong proficiency in administering and providing end-user support for cloud productivity suites.
• Excellent technical problem-solving skills and the ability to communicate complex technical information to non-technical users.
• Experience in developing and delivering end-user training.

Requirements

• Relevant IT certifications (e.g., ITIL, CompTIA Network+, CCNA, Google/Microsoft Certified: Modern Desktop Administrator).
• Experience with satellite and other last mile connectivity deployments.
• Knowledge of APN setup and industrial 4G/5G router configuration.
• Working knowledge of IT security best practices and data privacy regulations.
• Fluency in a second relevant language (e.g., French, Swahili) is a plus.
• Experience with IT documentation and using ticketing systems for helpdesk management.

Benefits

• Salary is competitive and commensurate with experience.
• The role is fully remote but must be based on the African continent.
• International travel to field sites will be required at least every second month, or up to once a month.