Job Experience: Experience of 3 – 5 years

Regional Project Manager Cholera/MNCH

Job Details
The regional project manager cholera/MNCH is responsible for managing the Cholera/MNCH project covering Kenya, Somalia, Burundi and South Sudan, in close collaboration with the Country managers and relevant Regional advisors. This includes project management and accountability support to National Societies (NSs); annual planning, regular monitoring, and follow up and prioritizing of resources within the portfolio. The regional project manager will be responsible for NorCross’ Kenya project portfolio, that consist of the Cholera program and support of a hospital in Dadaab refugee camp and will manage the relationship and partnership with Kenya Red Cross under the supervision of the Deputy regional representative. The regional project manager manages and performs key tasks, with an emphasis on optimal performance, timely action, results focus, and proactive systems development to assist the National Societies’ Cholera/MNCH projects, supported by the Norwegian Red Cross.
Main responsibilities:

Support the NSs in all aspects of the annual planning and budgeting, monitoring, implementation and reporting, working closely with the NSs focal points and project teams, the NorCross Country managers and relevant NorCross regional advisors.
Support in monitoring and evaluations, particularly assisting in building an evidence base and measuring the effectiveness and impact of Cholera/MNCH programming.
Provide technical assistance and quality control to the overall project.
Monitor trends in cholera epidemics and outbreaks in each country, maintaining up to date profiles of each country.
Coordinate collective planning within the NorCross project team (Country managers and technical advisors) through a common Plan of Action and regular team meetings.
Monitor the budgets against financial reports from NSs.
Support procurement processes, to be in line with NorCross requirements.
Ensure optimal risk management is performed to reduce exposure and protect the integrity of the National Society and NorCross, as humanitarian organizations.
Work with IFRC cholera coordinator in Africa region, to maximize NorCross role in cholera preparedness and response, and prioritize use of available NorCross resources, within and outside NorCross core partner countries.
Provide timely reporting including monthly updates on activities and an overall financial analysis. Provide quarterly and annual reports on progress and effect/impact of the projects.
Ensure effective working relationships with the counterparts in National Societies.
Ensure effective working relationships with other partners in country, to avoid duplication of efforts, and to align NorCross support with other similar projects.
Ensure Do No Harm approaches are considered in emergency operations in terms of risk management.
Ensure coherence with other relevant policies such as gender and diversity, and fraud and corruption, and work in line with the Norcross partnership approach in each country.
Ensure updates and feedback to Norcross regional office and National office, providing opportunities for sharing of lesson learnt within the organisation.
Provide relevant communication and fundraising material as required

Formal Requirements:

Master’s degree in Public health.
Minimum 5 years relevant field experience is required.
Minimum 3 years of experience in operational and financial management.
Basic delegates training course/IMPACT, or equivalent Red Cross knowledge.
Experience of working in an International organization.
Proven experience in Emergency response management.

Skills and Knowledge:

Basic to intermediate knowledge of Red Cross & Red Crescent Movement is an asset.
Advanced knowledge of humanitarian field work including in protracted crisis.
Advanced knowledge of project management.
Programmatic experience in cholera preparedness and response, and Public Health/MNCH programming.
Familiar with and knowledge of CBS (Community Based Surveillance).
Ability to work in partnerships with NSs and counterparts employing distance management processes of support.
Intermediate knowledge of relevant IT tools and systems.

Language skills:
Fluent written and oral skills in English, knowledge of French is an asset.
We offer:

Salary/benefits according to the Norwegian Red Cross’ salary system and relevant qualifications.
A meaningful job in the world’s largest humanitarian organization.
Valuable field experience.
Contract period: 12 months with possibility of extension.
Family posting: No
Position involves strong field presence so great mobility and travel is required.

October 23, 2024
Senior Program Coordinator, Kumekucha Project Officer, Kumekucha

The Kumekucha program is a community-led social cohesion program that focuses on the transformative power of what is often overlooked — the courage and grace of ordinary people; the communal impulse to be whole again; the will to move past the ravages of violence; and the cultural wealth of traditions and practices of reconciliation. The recent elections have shown that the social divisions within Kenya at both national and community levels are deep. The Kumekucha program s the type of programming that can begin to reweave social connections and begin to rebuild trust and confidence between individuals but also more importantly between groups, communities and even institutions.
Two positions available, one focusing on the Kenya coast and the other focusing on a community in Nairobi.

Objective 1: Support Project Officer, Community Coordinators (CCs) and Community Facilitators (CFs) to carry out activities and introduce the Kumekucha program to project stakeholders, in line with program targets and milestones

Key activities & responsibilities to achieve this objective:

Understand project targets and milestones for the program
Understand project targets for the CCs
Understand project targets for the CFs
Convey targets in easy to understand format to each CC and CF
Regularly visit, coach, spot check and give feedback to each CC about activities carried out and progress against targets
Serve as Line Manager for Project Officer(s), as appropriate
Facilitate field team performance reviews – directly conducting 360 performance reviews for Program Officers and Community Coordinators
Participate in recruitment panel for Project Officer(s), Community Coordinators, and Community Facilitators
Facilitate strong staff and volunteer morale, support for self-care and positive working environment in area of operation
Objective 2: Select, train and supervise Community Coordinators and Community Facilitators to be self-supporting and to follow the Kumekucha social healing approach (, inclusive, small packs, multi-technology)

Key activities & responsibilities to achieve this objective:
In coordination with Program Coordinator and Regional Coordinator, have input into the development of business models that apply to VBAs’ activities (profit-making)
Together with the Program and Regional Coordinators, organize and supervise program trainings for CCs and CFs and other stakeholders
Track and report on the implementation of Kumekucha models by CCs, the success of CFs, and any challenges or barriers that may arise that limit or prevent their success
Act as a linkage and “hub” between CCs and GSN – as a trustworthy contact person who can manage the development and expansion of successful community partnerships
Maintain active relationship with national, county and local government officials, as required (

Objective 3: Tracking and reporting on Kumekucha activities and results/impact

Key activities & responsibilities to achieve this objective:

Understand and train CCs and CFs on the use of the ONA reporting forms and procedures
Maintain own tracking records using the tools in the Senior Coordinator Management Binder

schedule of own activities (monthly workplan)
schedule of field visits
checklist for field visits
monthly checklist
up to date CC and CF contact list
current targets (seasonal plan) for own network

Submit monthly reports on Kumekucha activities (summarized) to the Director of Program and Admin on time, following up on any gaps (CCs who have not reported)
Respond to requests and instruction from Director of Program and Admin, and GSN office staff or management, for provision of reports, data or other information or records of network activities
Maintain records of trainings of CCs and CFs, and any other activities undertaken in the network
Cooperate with and actively engage with Project Officers from GSN to get up to date performance feedback from their spot-checking activities

QUALIFICATIONS

Post-secondary education in development studies, international relations, Psychology, Social Work, Conflict Transformation/Peacestudies, or related field.
3-5 years work experience in peacebuilding, and/or trauma-healing.
2-4 years management experience in complex security environment.
Demonstrated experience working with state authorities, negotiation and mediation.
Demonstrated ability to work and solve problems independently and effectively in remote, highly challenging locations.
Demonstrated ability to analyze conflict, security and political contexts.
Excellent spoken and written English and Kiswahili.

SKILLS & EXPERIENCE
ESSENTIAL

Understanding of social healing and trauma-informed approaches at the community level
Excellent people and communication skills
Respect for local communities a sincere desire to help them in a healing process
Organized, able to track own activities and those of others
Honest, hard working and dedicated
Interested in supporting staff self-care and wellness

PREFERRED

Technical peacebuilding and/or trauma-informed skills (various areas may be relevant and useful)
Experience in teaching and/or training

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October 23, 2024
Depot Supervisors

Positions

Depot Supervisor – Miritini Empty Depot
Depot Supervisor – Port Reitz Empty Depot

APM Terminals Kenya is looking to recruit a Depot Supervisor to be based in Mombasa. Reporting to the Depot/HSSE Manager, the Depot Supervisor is responsible for delivering a seamless, efficient depot operation. Ensure full regulatory compliance on all depot processes and activities including adherence to Company policies and procedures.The Depot Operational activities entail empty and full container storage, handling and container repair. The operation predominantly provides a service to the shipping lines as well as clearing agents, transporters and cargo owners.
We offer

Exposure to operational management in a Transport and Logistics industry.
Exposure to container terminal operations.
Operations Manager role in a small depot or other opportunities within the group.

Key responsibilities

Ensure empty units are stored, handled and transported securely and in line with company procedures.
Ensure all inbound, outbound and internal stock movement processes are recorded and reported accurately, compliantly and on a timely basis.
Adherence to work procedures and work schedules.
Ensures all operations at the depots are executed in accordance to priorities set by the Manager.
Ensure Company guidelines and operating procedures are followed at all times.
Report any incidents of non-conformance to the depot manager.
Maintain adequate controls to ensure the Company’s Health and Safety policies are adhered to and all operational legislative requirements are fulfilled.
Maintain adequate controls to ensure a clean and tidy working environment compliant with HSE regulations.
In cooperation with the depot manager maintain staff rota and shift patterns, ensure shifts are adequately resourced.
Ensure all employees are trained and supported for the duties assigned to them and that they work within Health and Safety regulations appropriate to the task.
Ensure Mechanical Handling Equipment is maintained to required standards and is safely operated at all times.
Ensures the optimum utilisation of all equipment employed during the designated shift period by monitoring equipment work queues and allocating equipment and personnel where required to achieve maximum productivity
Actively seek ways of improving efficiency, capacity and quality performance.
Reports any problem areas of operations and implements the agreed changes to resolve the problems.
Instructs team in safe working practices and maintains a watch over all activities for unsafe working practices.

We are looking for

Requires at least 3-5 years of foreman/supervisory or team leader experience in depot operations environment, or similar /related industry.
Requires an understanding of safety regulations, safe work procedures and safe materials handling procedures and following of safety work instructions.
Leadership: Conveys goals and expectations clearly; takes specific action to foster teamwork and keep people motivated. Be receptive to innovative ideas and suggestions. Thinks strategically about the long-term, and has vision.
Requires ability to communicate operational instructions and information.
Requires a high level of planning and organization skills, good leadership skills and excellent interpersonal skills.
Adaptability: Demonstrates flexibility to meet terminal, vessel, rail and all operational needs.
People Management: Ability to delegate work properly, follow-up, appraise performance, and if necessary, resolve problems firmly and equitably.
Team Building: Guides and inspires others to accomplish goals; clearly defines requirements and encourages people to meet those requirements; encourages empowerment of all associates. Requires a collaborative work style, fostering cooperation and teamwork.
Decision-making: Makes appropriate decisions; exhibits sound judgment. Creates contingency plans and alternative solutions to problems.
Problem Solving: Identifies and comprehends elements of a problem, evaluates all alternatives and weighs the solutions.
PC Skills: Have an advanced word, excel, and power point skills. Have depot management skill experience. Must be able to learn new systems and functionality quickly. Must have strong analytical skills, including the ability to extract, compile analyze data.
A Degree will be an added advantage.

October 23, 2024
Sales And Marketing Officer

Job Description
Mantoz Enterprises is a medium-sized Top Notch branding company. We are seeking to recruit a dynamic, resilient, result oriented and self-motivated Sales and Marketing Officer.
Job Summary:

Proactively establish and grow strong relationships/partnerships with current and potential clients.
Plan, prepare and present persuasive approaches and pitches to potential clients.
Create awareness of the Enterprises’ products, answering product queries on phone or email and offering advice to clients in order to close sales.
Grow and retain existing clients by presenting new solutions to them.
Adequately prepare and attend client’s meetings.
Preparing and sharing up-to-date work status reports with all relevant stakeholders both internally and externally on a regular basis
Come up with effective marketing strategies and execute them to completion to generate revenue.
Negotiate with clients on price, cost, delivery and specifications of products to be offered
Monitor our products’ quality and advise on best practices to ensure customer satisfaction.

Job qualification, skills and competences:

Degree in Marketing or any Business related field.
3-5 years’ experience in a similar position in the corporate branding industry.
Previous experience in marketing and sale of banners is a must.
Passionate in customer management, service delivery and the general marketing industry.
Strong commercial and marketing background.
Must possess excellent communication skills.
Excellent negotiation and presentation skills.
Self-motivated and ability to work with minimal supervision.

October 23, 2024
Human Resource Officer

Job Details:
Essential job responsibilities

Human resource is Love!
Organizational development to express new BOH brand and strategic plan
Supervise and provide consultation to management on strategic staffing plans
Staff selection, recruitment and staffing management; mentoring & Coaching.
Budget management through optimization of resources.
Staff Performance management, & improvement systems; Staff job evaluation; Training and Development
Policy update, development and documentation
Employee safety, welfare, wellness and health; staff team building activities
Compensation and benefits administration System;
Administration and logistical Support; Has good ICT skills, HR data collection, collation and use for decision making. Biometric use

Qualifications, skills and experience required

The successful candidate will have a minimum of Bachelor’s degree in human resources with at least 3 – 5 years work experience with a good grasp of DIVERSE HR roles and a licensed practitioner.
A mature Christian who is supportive of the beliefs, calling and vision of Beacon of Hope.
The candidate’s preferred age is 33 years and above. He/She should have strong leadership skills, basic counseling, negotiation and mediation skills.
He/she will have excellent interpersonal skills and high level of confidentiality and integrity.
He/She should have exceptional organizational abilities and time management skills; ability to meet deadlines, multitask and prioritize.

October 23, 2024
Operations Coordinator Logistics

About the role
As the Operations Coordinator, you will oversee operations follow up and customer experience management for some of our key accounts. You will ensure we continually offer great service to our clients and bring up client’s feedback to management for corrective actions.
Responsibilities

Preparation and reviewing of quotes for the accounts
Drive the negotiations to attain the best rates from vendors
Running freight coordination operations in General Cargo and Household goods.
Organizing deliveries and pickups, clearing operations along with clearing agent, making sure of fast invoicingand customer satisfaction.
Organizing booking with the shipping lines and airlines for all outbound shipments, based on received rates.
Keeping the clients constantly updated on the status of their shipments
Organizing regular meetings with the clients to get feedback and understand ways to improve the service.
Consolidate information gathered and make recommendations to management on improvement of the operations.
Responsible for managing front of the house operations – taking client phone calls and walk-ins, and fieldingcommunications with vendors, prospective vendors, KRA/Customs…
Occasionally extend your support to other functions aimed at achieving the goals of the organization.

Qualifications

3-5 years of experience ideally from a shipping, logistics background
You have experience in Relocation and Household goods operations
You have a track record of successfully managed client’s experiences
You know how to communicate to stakeholders from diverse geographic and socio-economic backgrounds
You have a vibrant personality and are a natural relationship builder
You have outstanding organizational and coordination abilities
You have 2-3 years driving experience with valid BCE driving licence.
Ability to plan, organize, prioritize and perform multiple tasks in an orderly, efficient manner
You have excellent email writing skills, clear and concise while still maintain a courteous expression
Proficient in MS Office (Word, Excel, Outlook, Power Point)

Competences

You are highly adaptable and will easily blend with our tight team.
You are confident to express your thoughts and give recommendations to management
You take a proactive approach in addressing new situations and challenges
Are open and comfortable working in an open and transparent culture, to receive feedback, positive or negative
Are excited to work in a dynamic organization that blends start up and traditional approaches to management.
You are open to flexible working hours and at the same time willing to stretch into longer working hours as perjob requirements.

Other information

This opportunity is based in Nairobi, Kenya. We will arrange a 3-month probation period with learning and performance objectives.

October 23, 2024
Depot Supervisor – Miritini Empty Depot Depot Supervisor – Port Reitz Empty Depot

APM Terminals Kenya is looking to recruit a Depot Supervisor to be based in Mombasa. Reporting to the Depot/HSSE Manager, the Depot Supervisor is responsible for delivering a seamless, efficient depot operation. Ensure full regulatory compliance on all depot processes and activities including adherence to Company policies and procedures.The Depot Operational activities entail empty and full container storage, handling and container repair. The operation predominantly provides a service to the shipping lines as well as clearing agents, transporters and cargo owners.
We offer

Exposure to operational management in a Transport and Logistics industry.
Exposure to container terminal operations.
Operations Manager role in a small depot or other opportunities within the group.

Key responsibilities

Ensure empty units are stored, handled and transported securely and in line with company procedures.
Ensure all inbound, outbound and internal stock movement processes are recorded and reported accurately, compliantly and on a timely basis.
Adherence to work procedures and work schedules.
Ensures all operations at the depots are executed in accordance to priorities set by the Manager.
Ensure Company guidelines and operating procedures are followed at all times.
Report any incidents of non-conformance to the depot manager.
Maintain adequate controls to ensure the Company’s Health and Safety policies are adhered to and all operational legislative requirements are fulfilled.
Maintain adequate controls to ensure a clean and tidy working environment compliant with HSE regulations.
In cooperation with the depot manager maintain staff rota and shift patterns, ensure shifts are adequately resourced.
Ensure all employees are trained and supported for the duties assigned to them and that they work within Health and Safety regulations appropriate to the task.
Ensure Mechanical Handling Equipment is maintained to required standards and is safely operated at all times.
Ensures the optimum utilisation of all equipment employed during the designated shift period by monitoring equipment work queues and allocating equipment and personnel where required to achieve maximum productivity
Actively seek ways of improving efficiency, capacity and quality performance.
Reports any problem areas of operations and implements the agreed changes to resolve the problems.
Instructs team in safe working practices and maintains a watch over all activities for unsafe working practices.

We are looking for

Requires at least 3-5 years of foreman/supervisory or team leader experience in depot operations environment, or similar /related industry.
Requires an understanding of safety regulations, safe work procedures and safe materials handling procedures and following of safety work instructions.
Leadership:Conveys goals and expectations clearly; takes specific action to foster teamwork and keep people motivated. Be receptive to innovative ideas and suggestions. Thinks strategically about the long-term, and has vision.
Requires ability to communicate operational instructions and information.

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October 23, 2024
Communications Specialist, Development Outreach and Communications Service

Please Note: Only Kenyan citizens are eligible for this position.
Position Summary:
The Communications Specialist will support USAID/Kenya and East Africa’s Development Outreach and Communications (DOC) Services task order through August/September 2018. The Communications Specialist will work full-time to provide support to the development of communications products and publications focused upon USAIDs development strategy, as well as lead the production of high quality, brand-compliant, multimedia information products and visual assets.
Responsibilities:
Social Media and Media Monitoring

The Communications Specialist will be responsible for managing the projects presence in social media and for the creation of content necessary to grow the USAID mission’s engagement within the sector. S/he will also focus on content creation, basic online graphics and development of products/messages for public access and online platforms including website, Facebook, Twitter and Flickr.
Author brief social media postings with corresponding links and source appropriate images for the postings.
Schedule and post social media content as per the content calendar and obtain approvals for content prior to publishing.
Produce social media toolkits and contribute to the daily management of several accounts.
Provide analytics, identify trends and develop creative inputs.
Review daily press and produce media monitoring reports.

Event Coverage

Prepare website stories.
Engage in media calls and prepare press kits.
Take, edit and post photos.
Update media contact lists.
Prepare event specific media monitoring reports.

Gathering Content from the Field

Gather stories from implementing partners via field visits at the discretion of the COR.
Produce various products from field content including Flickr photo albums, Transforming Lives and Exposure photo stories that reflect USAID reach and impact with a human-interest focus.
Prepare content for use in other publications including annual reports, e-newsletters and brochures and videos.

Strategic Planning

Provide input into strategy review sessions on a quarterly basis
Assist in developing an agenda and a presentation that:

Reviews and assesses MSI communications work in the previous quarter using indicators established by the overall communications strategy;
Highlight successes, challenges and recommendations;
Synthesizes journalist participation and press coverage; and
Pitches potential stories or identifies gaps in content based on field work and research.

Coordination Meetings

Support coordination of quarterly meetings with IP communication staff.

Qualifications:

Bachelor’s Degree in Journalism, Communications or a relevant related field of study. Master’s degree preferred.
3-5 years of related public relations, public outreach or Communications for Development experience
Demonstrated experience producing and editing written products such as social media messages, news/blog articles, reports, fact sheets, speeches, success stories, and press releases
English language skills at the S/5 and R/5 level to perform communications technical services.
Ability to travel as needed throughout Kenya and East Africa
USAID experience is a plus
Ability to work well in a team

Only candidates who have been selected for an interview will be contacted. No phone calls, please.MSI is an EEO/AA/ADA Veterans Employer.
PI101802576

October 23, 2024
Program Officer

Reporting to the Pre-Exposure Prophylaxis (PrEP) Manager at the National AIDS and STIs Control Program (NASCOP) the Program Officer will contribute to the effective scale up of oral PrEP in Kenya by providing technical and programmatic support to the national PrEP program.
He/she will assist in the coordination, implementation, administrative support, monitoring and reporting of the national program and its supplementary operations; as well as work in close collaboration with other technical teams at NASCOP, County governments, implementing partners and stakeholders to actualize the national PrEP implementation framework.
Responsibilities:

Provide support in planning for the national PrEP technical working group (TWG) and related sub-committee meetings
Support monitoring of implementation of activities outlined in the national PrEP program work plan to ensure program deliverables are met while maintaining quality, timeliness, and efficiency and prepare progress reports
Provide technical support including supporting quality improvement in PrEP delivery to ensure optimal program outcomes
Prepare technical reports and maintain records of all key national meetings, events and activities and provide updates to the PrEP manager on a regular basis
Support the documentation of knowledge and learning generated by the national PrEP program including: lessons learned, best practices, how-to information, and information on reach and impact
Support In the analysis, synthesis and reporting of program outputs and results and feedback the lessons to the TWG for corporation of lessons learnt intoongoing activities
Support the program in liaising with County governments to set up coordination mechanisms for PrEP and related HIV prevention interventions, track progress in PrEP implementation, identify gaps and needs, and plan for national level technical assistance
Work closely with the PrEP manager in setting program priorities and directions and responding to requests for support from County governments andimplementing partners
Strengthen collaboration across implementing partners to leverage on opportunities for enhancing efficiency and ensuring maximum integration of activities
Contribute in the development or review of evidence-based clinical training materials, job aids, and curricula, supervisory systems and other training materials needed for implementation of the program to meet the needs of the national program

Qualifications:

Bachelor’s degree in Clinical Medicine, Nursing or related qualification
At least 3 (Three) years’ experience implementing HIV prevention, care and treatment programs
Experience working within Ministry of Health and good knowledge of the Kenyan health system and programs
At least 5 (Five) years’ hands on experience working or collaborating with health programs with National and/or County governments
Demonstrated experience working with diverse implementing partners and stakeholders at the national level
Experience in implementing or supporting implementation of oral Pre-Exposure Prophylaxis interventions will be an added advantage
Excellent analytical, verbal, written communication and presentation skills
Computer literacy, particularly in the use of MS office suite

October 23, 2024
Customer Support Analyst II

Job description
Purpose Of Position
Individuals in the Customer Support Analyst II role are responsible for responding to customer requests by diagnosing and resolving problems and for supporting the ongoing technology needs of all employees by providing Level 2 and 3 help desk support. They work with a broad range of infrastructure products and complex client technology services and support area of IT. They work on multiple projects concurrently as a team member or as a technical lead.
Customer Support members respond to requests for IT support, logging problems, generating trouble tickets, attempting to diagnose and resolve problems, and if necessary, escalating the problem to the appropriate level of expertise. They are responsible for documenting solutions to problems and developing end-user guidelines. On an ongoing basis, they work to improve customer support processes and practices. In addition, they evaluate and recommend client software and hardware and write proposals for purchasing new or upgraded products.
Individuals in the Customer Support job family require an understanding of the foundation architecture, hardware and software used by the organization. They demonstrate skill in various custom or packaged hardware and software. They have the ability to gather information on issues and have diagnostic capabilities to enable them to describe or resolve problems. These individuals ensure that client needs are addressed and resolved in accordance with service level agreements.
KEY RESPONSIBILITIES:

First point of contact and day-to-day technical support to end users.
Responds to Level 2 support and works with vendors on Level 3 support.
Generates activity and status reports.
Provides the user access service.
Researches trouble issues which affect multiple clients.
Reviews checklists and scripts.
Works with vendor technical support personnel on solutions for clients.
Client Technology Support
Participates in deployment of new or upgrade information technology and infrastructure projects, including assisting co-workers and vendor partners.
Installs and performs minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.
Updates configuration management tools.
Develops and documents procedures for performing configuration changes, updates and upgrades.
Provides on-going support of client technology.
Technical Support
Ensures that all technical resources are available for meetings that include video conferencing.
Engages the hardware vendors on issues to remedy issues or escalates for support.
Monitors and communicates system status.
Diagnoses and resolves client workstation and mobile device hardware and software issues.
Creates temporary solutions until permanent solutions can be implemented.
Assists systems, programming and vendor professionals as needed to resolve problems.
Coordinates the resolution of escalated application, hardware and software problems.
Security
Adheres to the integrity of controls, regulations and guidelines.
Reviews operation processes to ensure consistent approval and compliance.
Makes recommendations and changes as appropriate.
Inventory Management
Maintains IT inventory management for all IT equipment and/or software in accordance with company policy and procedures.
Service Level Management
Collaborates in the development of service-level objectives and takes steps to meet or exceed targets.
Monitors service-level objectives to ensure that requirements are met or exceeded.
Makes recommendations to approve performance and client satisfaction metrics.
Follows up in a timely manner to ensure customer satisfaction.
Service Improvements
Tracks performance metrics.
Reviews tracking log to identify recurring problems, or problems affecting a large number of clients.
Develops procedures and controls for service improvements.
Recommends solutions to common problems and updates frequently asked questions documentation.
Testing
Participates in integration and user acceptance testing.
Training
Trains co-workers on new or existing functionality or services.
Identifies customer training needs based on common problems.
Documentation
Creates, modifies and reviews documentation of issues resolutions.
Develops and delivers documentation to ensure appropriate end-user support.
Creates and submits documented resolution to Knowledge Base.
Updates manuals/guides to incorporate new recommended products.
Communications/Consulting
Alerts team members about recurring problems.
Communicates technical information to both technical and non-technical personnel.
Business Continuity
May provide input to the design of backup and recovery procedures.
Research/Evaluations
Designs standard image and designs alternate images, as needed.
Evaluates and recommends new standard products for corporate standards list.
Participates in working groups related to standards.
Coaching/Mentoring
Mentors less experienced staff in multiple areas of expertise.

Knowledge, Skills And Abilities

Bachelor’s degree in Computer science, information technology or equivalent experience.
Technical certification in one or more industry disciplines or technology eg ITIL, CCNA, MCP.
Typically has 3 to 5 years’ experience in the IT industry.
Thorough knowledge and in-depth skills and experience of computer hardware and software installation, configuration and maintenance.
Demonstrated working knowledge of basic to moderately complex hardware and software products and problem solving/ diagnostic skills; Skills in Windows 7 client, IBM
Lotus notes and LAN/WAN.
Uses considerable judgement to determine solution and seeks guidance on complex problems.
Effective in written and verbal communication skills in English.
Strong ability to work as part of a team and coordinate with all staff.

Preferred

Ability to relate technical issues to largely non-technical audience.
Good problem solving and analytical skills.
Good customer service skills and experience.
Able to work under tight deadlines and cope with pressure.
A mature and committed Christian.

Work Environment/Travel
The Position may require ability and willingness to travel domestically and internationally on a need basis.

October 23, 2024