Position Overview:
The main purpose of this role is to provide technical assistance; conduct training and development to Heshima Kenya’s persons of concern, implement technology that is geared towards enhancing the support of organizational processes and security, encouraging best practice IT principles and enforcing IT policies and procedures
Duties & Responsibilities:
Technical support (60%)
Maintains all network hardware and communication equipment (i.e PCs, Laptops and printers Hardware and Software) including installation and configuration, and performance monitoring so as to ensure optimal operation and 24/7 service availability.
Develops and maintains a Microsoft Access desktop based application for Information Management.
Ensures compliance to Heshima Kenya IT policies and procedures in line with current local and international laws/policies pertaining to use and application of ICT.
Establishes quality service standards to respond to Heshima Kenya’s staff enquiries, requests, and issues related to IT and take corrective action against significant deviations from set IT service quality standards.
Identifies gaps in Heshima Kenya’s IT infrastructure, and recommends modifications to support the organization’s IT needs.
Advises management on short- and long-term plans that will ensure the network capacity meets existing and future requirements.
Acts as a consultant to Management and all users in all matters relating to IT, applications system improvements, enhancements or changes by remaining current with organization’s technological requirements and new developments in the industry.
Ensures availability of user support on all aspects of computerised systems including monitoring the performance of the same, training of users on system applications; trouble-shooting on complex problems related to hardware, software, and seeking help from contractors and suppliers to resolve the more complex technical problems where required.
Continuously monitor network performance and provide regular reports to Management with recommendations and plans for correcting any network challenges.
Develops and maintains security procedures including administration of user accounts, permissions, and access rights in, network servers and other access controlled areas within the organization.
Manages and ensures effectiveness of security solutions, including firewalls, anti-virus solutions, intrusion prevention systems, and installing authorized software updates from time to time.
Participates in the implementation of new IT projects and takes ownership of them.
Enforces compliance and regulation by ensuring all vendors and equipment (hardware, software and licensing) meet their specific standards.
Keeps an eye on all company data – including storage, completeness and accuracy and addresses issues with teams as they arise.
Ensures that IT processes & procedures are in compliance with established IT policies, procedures and statutory regulations.
Ensures the delivery of high quality service standards to internal clients ( i. e both staff and Heshima Kenya’s persons of concern) in responding to inquiries, requests, setting passwords for electronic devices and other issues related to IT.
Supports the sourcing department by creating and maintaining the suppliers and items database, negotiating and monitoring Service Level Agreement (SLA) with vendors of IT services, software and equipment – and at the same time, ensuring timely renewals of software maintenance agreements, domain name registration, or license codes.
Co-ordinates and executes the delivery, installation, testing, and implementation of all new software systems, upgrades and customizations.
Identifies IT requirements and ensures that all IT activities are fully resourced, budgeted for and their performance managed to enhance efficiency in terms of service delivery.
Accounts for IT expenditure and ensures that expenditure is appropriate.
Acts as liaison with the US IT support team.
ICT Tutoring. (40%)
Participates in Curriculum development and review to ensure that the same is relevant to Heshima Kenyas’ persons of concern.
Develops teaching plans, administers IT lessons and at the same time ensures that all the requisite teaching resources are available and are used effectively
Works closely with the Education Officer, in identifying and rolling out innovative ways which are geared towards imparting IT knowledge & skills to the students.
Actively takes part in setting, moderating, administering and marking examinations
Prepares comprehensive reports detailing students performance, challenges faced and how any existing gaps can be sealed.
Discusses disciplinary and student performance issues with the Education Officer.
Provides support for the academically low performing students, to help improve and get motivated to reach their potential.
Provides guidance and counselling to students.
Maintains proper student’s records touching on performance, classroom attendance, etc.
Knowledge, Skills & Competencies
Bachelors’ Degree in Computer Science or IT or equivalent from a reputable University
3 years’ experience in IT and in a busy environment.
Excellent communication and interpersonal skills across cultural norms
Experience in teaching, assessing, mentoring, computer networking & programming
Good Analytical skills
Ability to develop and maintain own knowledge, expertise and professionalism.
Ability to keeps abreast of current developments in the IT space through local and international networking activities.
Ability to develop teaching curricula and administer IT skills to Heshima Kenyas’ persons of concern and evaluate the effectiveness of the same
Experience working with vulnerable populations especially Refugee girls/women
Ability to develop and maintain software systems geared towards enhancing organizational effectiveness.
