Overseeing critical responsibilities within this role includes managing essential functions such as strategic planning, team leadership, and operational execution. The position demands a high level of accountability in ensuring project milestones are met, performance metrics are tracked, and organizational goals are aligned with departmental objectives. Additionally, the role requires effective collaboration with cross-functional teams, adherence to compliance standards, and the ability to drive continuous improvement initiatives. Strong analytical skills, problem-solving capabilities, and a results-driven mindset are essential to excel in this position.
End User and Technical Support Specialist responsibilities encompass approximately forty percent of the position, delivering direct assistance to clients and resolving technical issues through troubleshooting, diagnostics, and system maintenance. Candidates must possess strong communication skills to explain complex technical concepts clearly and effectively, alongside a proven ability to diagnose hardware and software problems efficiently. Proficiency in remote support tools and a solid understanding of operating systems, networks, and common applications are essential. The role involves responding to service requests, performing installations, updates, and configurations, as well as documenting solutions and interactions to ensure accurate record-keeping and follow-up support.
Act as the primary liaison for IT support inquiries from staff in Kenya and Madagascar, documenting each request in JIRA to ensure proper tracking and follow-up.
Support the Kenya & Madagascar IT Officer in implementing local IT projects.
Deliver daily technical assistance to end users regarding general computer applications and IT systems across Country and Field Offices.
Develop and deliver training materials, procedures, and user guidance to instruct personnel in the correct operation of hardware and software systems.
Deliver technical assistance and troubleshoot issues for end users through email, phone, and other communication channels.
Perform preventive and corrective maintenance on desktops, laptops, scanners, projectors, and network equipment to ensure optimal functionality and reliability.
Serves as a temporary replacement for the IT Officer in Kenya and Madagascar during periods of leave or when assigned to other responsibilities.
Maintain and record IT issues utilizing the internal incident reporting system, documenting daily support requests, the problems identified, and the corrective measures implemented.
Report any significant hardware or software malfunctions, as well as defective products, to the appropriate vendors or technicians for resolution.
Ensures the proper functionality of IT equipment, promptly escalating critical failures to the Kenya & Madagascar IT Officer for resolution.
Install and deploy new equipment for users, ensuring proper setup and configuration to meet operational requirements. Perform necessary adjustments and customization to optimize functionality and user experience. Conduct thorough testing to verify that all systems operate efficiently and reliably before handing them over to end-users.
Acts as the primary liaison for mobile data devices, providing assistance and configuration services.
Routinely facilitate the backing up of data from all computers and maintain the security of all backed-up information.
Responsibilities include evaluating, creating, and implementing web or mobile application systems in alignment with user specifications and organizational guidelines.
Engage with system users to define the necessary specifications for updates to current systems or the implementation of new solutions.
Offer technical assistance for deployed IT innovation initiatives, swiftly resolving software-related issues to ensure seamless operations.
Collaborate with the Kenya and Madagascar IT teams to develop Technology for Development (T4D) initiatives.
IT Helpdesk management responsibilities account for 40% of the role, overseeing technical support operations to ensure efficient resolution of end-user issues while maintaining high service standards. This includes supervising a team of support technicians, assigning tasks, and evaluating performance to enhance team productivity and customer satisfaction. Additionally, the position involves managing helpdesk systems, tracking incident metrics, and implementing improvements to optimize workflow and service delivery. Strong leadership, problem-solving skills, and a deep understanding of IT support frameworks are essential for effectively coordinating resources and driving continuous improvement in technical assistance processes.
Maintain and document IT issues using our proprietary incident reporting system, tracking daily support requests, reported issues, and corrective actions implemented.
Forward all significant hardware or software issues, as well as defective products, to the appropriate vendors or technicians for resolution.
Ensures the proper functioning of IT equipment and promptly escalates critical failures to the Kenya & Madagascar IT Officer.
Install and set up new machines for end-users, ensuring proper configuration to meet operational requirements and user specifications. Configure hardware components, install necessary software applications, and validate system functionality to guarantee seamless integration into the existing IT infrastructure. Troubleshoot any installation or configuration issues that may arise during deployment, providing timely resolutions to minimize downtime and maintain productivity.
Acts as the primary liaison for mobile data devices, providing technical support and configuration services to ensure seamless functionality and user satisfaction.
Routinely back up data from all computers and maintain the security of all backed-up information to prevent unauthorized access or loss.
Technology Innovations contributes to 10% of the overall objectives, focusing on researching, developing, and implementing cutting-edge technological solutions to enhance operational efficiency and drive business growth. This role involves staying abreast of emerging technologies, evaluating their potential applications, and integrating innovative tools and systems to optimize workflows and improve productivity. Responsibilities include collaborating with cross-functional teams to identify technological needs, proposing scalable solutions, and ensuring seamless adoption of new technologies while maintaining data security and compliance standards. The position requires a forward-thinking mindset, strong analytical skills, and the ability to translate complex technical concepts into actionable strategies for stakeholders.
Analyze, design, and develop web and mobile application systems in alignment with user specifications and organizational standards.
Engage with system users to identify and define the necessary modifications for current systems or the implementation of new systems.
Offer technical assistance for deployed IT innovation initiatives and deliver prompt resolutions to software-related issues.
Collaborate with IT teams across Kenya and Madagascar to develop Technology for Development (T4D) initiatives.
IT assets management responsibilities encompass approximately 10% of the role’s duties, requiring oversight of hardware and software inventory, tracking, and maintenance to ensure optimal utilization and compliance with organizational policies. This includes conducting regular audits, managing asset lifecycles from procurement to disposal, and ensuring accurate documentation within designated systems. Additionally, the position involves coordinating with stakeholders to facilitate efficient asset allocation, minimizing downtime, and supporting strategic IT planning initiatives.
Ensure the IT assets issuance and movement records remain current by providing support in maintaining an assets’ movement tracker in full compliance with IT SOPs, policies, and procedures.
Ensure that all utilized software complies with Save the Children’s guidelines, global IT policies, and program-specific requirements.
Ensure all systems comply with established standards and align with global IT policies.
Perform consistent and systematic upkeep of computers and related equipment, guaranteeing that all office devices—including computers, printers, and other peripherals—remain fully operational at all times.
SKILLS AND Behaviors (SCI Values in Practice)
Demonstrate a commitment to the SCI Values in Practice by embodying integrity, collaboration, and innovation in all professional interactions. Exhibit strong interpersonal skills to foster positive relationships with colleagues, stakeholders, and clients, ensuring alignment with organizational goals. Maintain a proactive approach to problem-solving, addressing challenges with adaptability and a solutions-driven mindset. Uphold ethical standards and accountability in decision-making, contributing to a culture of trust and transparency. Embrace continuous learning and development to stay current with industry trends and best practices, enhancing personal and organizational effectiveness.
We demand a high standard of responsibility and ownership in all actions and decisions. Candidates must ensure meticulous adherence to deadlines, budgets, and quality benchmarks while maintaining transparency in reporting. The role requires a commitment to delivering consistent, measurable results and accepting full responsibility for both successes and setbacks. Strong ethical integrity and proactive problem-solving are essential to uphold this level of accountability.
Holds themselves personally responsible for making informed decisions, optimizing resource allocation, and consistently demonstrating and embodying the values of Save the Children in all actions.
Ensures partners fulfill their obligations and commitments as outlined.
Highly ambitious individuals are sought to join our team, where drive and determination are essential for success. We require candidates with a strong work ethic, adaptability, and the capacity to thrive in a fast-paced environment. Responsibilities include collaborating with cross-functional teams, driving project milestones, and consistently delivering measurable results. Ideal candidates will demonstrate initiative, problem-solving skills, and a commitment to continuous improvement.
Establishes high and demanding objectives for personal advancement while accepting full accountability for their own growth and skill enhancement.
Forward-thinking and strategically minded, this professional operates with a global perspective and demonstrates a strong drive to continuously learn and integrate emerging technologies.
Articulates a compelling personal vision for Save the Children, inspiring and energizing colleagues to align with the mission.
Foster strong teamwork and cross-functional partnerships to drive cohesive project outcomes and innovative solutions through shared expertise and collective effort.
Develops and sustains productive connections with the regional office team, colleagues, members, and external partners and supporters.
Embraces diversity as a vital driver of competitive advantage, recognizing its role in fostering innovation and growth.
Approachable individuals with strong listening skills and an easygoing demeanor are preferred. Candidates should demonstrate the ability to engage effectively with others and foster open communication.
We value individuals who bring innovative perspectives and imaginative solutions to the table. Candidates should demonstrate the ability to think outside conventional boundaries and develop fresh, original ideas that drive progress. Strong creative thinking is essential for addressing challenges in unique ways and contributing to a dynamic, forward-thinking environment.
Creates and fosters novel, inventive approaches to address challenges and drive progress.
Eliminates excessive bureaucracy while fostering an entrepreneurial mindset to drive innovation and efficiency.
We uphold the highest standards of ethical conduct and honesty in all our professional interactions and decision-making processes. Candidates must demonstrate a steadfast commitment to transparency, accountability, and moral principles, ensuring that their actions align with organizational values and industry regulations.
Consistently demonstrates integrity, fosters an atmosphere of honesty and transparency, and cultivates trust and confidence among colleagues and stakeholders.
Demonstrates consistently sound decision-making and reasoned assessment in all situations.
We seek a candidate with a proven track record in [specific field/industry], supported by [number of years] of relevant experience in [specific roles or functions]. The ideal applicant must hold [specific education or certification], complemented by expertise in [key skills or technologies]. Strong analytical abilities and meticulous attention to detail are essential, along with exceptional problem-solving skills. Proficiency in [specific tools, software, or methodologies] is required, and prior experience in [industry-specific or functional area] is highly desirable. Excellent communication skills, both written and verbal, are equally important, as the role involves [specific tasks, such as collaboration, reporting, or client interaction]. Additionally, the ability to work independently and manage multiple priorities in a fast-paced environment is crucial.
A bachelor’s degree in Information Technology, Computer Science, or a related field is required.
Proficiency with Microsoft Office 365 and hands-on experience administering both Windows client and server environments are required.
Possesses a solid foundation in SharePoint and Microsoft solution architectures, with a demonstrated ability to leverage their capabilities effectively within project environments.
Proficiency in Python and Java programming languages is considered a valuable asset.
Experience with Core View, Entra ID, and Active Directory would be beneficial, though not mandatory.
Proficient in leveraging Power Automate and Power Apps to streamline workflow automation and application development processes.
Possessing advanced fluency in both spoken and written English, combined with exceptional interpersonal abilities, is essential.
Proven capability in collaborating effectively with individuals from varied cultural backgrounds.
Effective interpersonal skills and the capacity to operate independently with minimal oversight are required.
Demonstrates unwavering dedication to the core principles and mission of Save the Children, reflecting alignment with its ethical standards and organizational goals.
Qualifications
BA/BSc/HND
