Associate Field Manager(AFM) – Technology

Job Overview: This job description outlines the baseline qualifications expected for individuals assuming a Country IT Support position, whether it involves dual responsibilities such as Call Center and Follow Up or as dedicated IT Support services within the country offices.  Country Management reserves the right to append any supplementary responsibilities as deemed appropriate.

We are seeking a passionate and dynamic AFM who will be responsible for provision of first level technical support for the GiveDirectly Liberia Office generally, and the Liberia Call Center specifically. The AFM Technology  will maintain the different computer networks, providing technical support, and ensuring that the Call Center technical systems run smoothly. The Call Center is central to GiveDirectly’s operations; efforts to register and follow up on recipients on different programs remotely is underway in Liberia as we endeavor to improve our country’s efficiency. All concerns and inquiries from the recipients are/will continue to be routed through the call center. As such, we require an AFM Tech who will vigilantly ensure that the Call Center experiences minimal downtime. The AFM Tech will also support both the Admin and the Procurement Office in an advisory capacity where IT related procurement and administrative services is concerned and will be required to recommend future improvements and engage in training sessions for end-users.

Therefore, the ideal candidate must be proficient in end-user and desktop support, with a deep understanding of endpoint security and mobile device support across Android and iOS platforms. Additionally, expertise in managing call center applications and infrastructure support is required.

Call Center Systems Supports(60%)

• Administer and support call center applications and infrastructure (i.e. Call Center Studio, Vicidial) including troubleshooting telephony issues, managing call queues, and optimizing system performance.
• Create and manage system permissions and user accounts.
• Install and configure phone systems/cloud based applications.
• Oversee system performance and report generation 
• Lead process improvements and modifications
• Develop and execute system backup and recovery plans to cater for downtimes.
• Assist users in installing and configuring useful applications e.g. MS office, Bluestacks, Taroworks, antivirus etc. 
• Install and configure users on printers, copiers, and other equipment
• Maintain call center system documentation and maintenance on Call Center Studio and other, server and internet
• Develop training materials and carry out necessary staff training on the new systems, provide end-user support for the systems
• Serve as an escalation resource/answering technical queries and assisting users

General IT Supports for the Country Office Management (40%):

• Provide first-line technical support to end users via various channels, including in-person, phone, email, and remote assistance.
• Troubleshoot and resolve hardware, software, and network issues for desktops, laptops, printers, and other peripherals.
• Implement and maintain endpoint security to safeguard against cyber threats and ensure compliance with the GD security policies.
• Document technical procedures, user guides, and troubleshooting steps to facilitate knowledge sharing and improve support efficiency.
• Stay up-to-date with emerging technologies, security threats, and industry trends to proactively identify areas for improvement and implement appropriate solutions.
• Setup new/old laptops i.e. installation of software e.g. MS office, antivirus, etc.
• Liaise with external vendors to have repairs done in a timely manner
• With support from the Global Technology Team, troubleshoot & resolve unforeseen IT related problems that come up.
• Installation and running of antivirus updates and licenses
• Ensuring there is maximum server and network security and the Firewall is functioning optimally
• Assess potential risk and mitigation strategies
• Oversee secure data storage and internet bandwidth utilization
• Regularly advise & guide the Procurement and Admin staff/team on procurement of the right IT hardware and software e.g. laptops, phones, internet connection, etc.
• Monitor ongoing contracts with suppliers of IT related resources; timely communication on license renewals e.g. Call center support, Antivirus and other 
• Ensure compliance with quality standards by providing reports on the user experience for the items already in use to help advise Procurement and Admin on the next steps.

Maintain an updated record of IT materials and resources to help enhance management of IT inventory.

Required Qualifications:

• Minimum Bachelor Degree in Computer Science, Information Technology  with knowledge in Data Management, Computer Networks and Maintenance, and information Systems from an accredited University

Other competencies:

• Proven experience in end user support and desktop support roles, preferably in a multinational environment.
• Strong understanding of endpoint security principles and experience with security tools such as antivirus software, firewalls, and intrusion detection/prevention systems.
• Proficiency in managing internet connectivity and security protocols, including VPNs, firewalls, proxy servers, and SSL/TLS encryption.
• Understanding of call center applications and infrastructure, such as IVR systems, and CTI integrations.
• Excellent communication and interpersonal skills, with the ability to effectively communicate technical information to non-technical users.
• Strong problem-solving and analytical skills, with a proactive approach to identifying and resolving issues.
• Industry certifications such as CompTIA A+, Network+, Security+, or Microsoft Certified Desktop Support Technician (MCDST).
• Experience with ITIL framework and IT service management practices.
• Detailed knowledge of industry best practices.
• Demonstrated understanding of IT Management. 
• Relevant IT degree or industry experience.