IT support Officer- CIMMYT

CIMMYT is looking for a:

IT support Officer

To ensure efficient IT system operations by providing technical support and resolving user issues.

Summary of responsibilities

1. Provide first-level technical support to resolve IT hardware and software issues for users
2. Document and manage IT service tickets, ensuring timely resolution and user satisfaction
3. Train end-users on IT systems, tools, and security best practices
4. Assist in managing IT inventory and ensuring compliance with organizational policies.

Requirements

• Bachelor’s degree in computer science, Information Technology, or a related field (or equivalent experience).
• Relevant certifications such as CompTIA A+, Microsoft Certified IT Professional (MCITP), Cisco Certified Network Associate (CCNA), or Google IT Support Professional Certification are appreciated.
• At least 4 years of experience in IT support or a related field.
• Experience in diagnosing and resolving escalated problems in response to IT users reported incidents.
• Experience in monitoring and troubleshooting network connectivity and resolving network problems.
• Familiarity with institutional information technology support policies and procedures

Personal attributes and competencies

• Strong technical troubleshooting and problem-solving skills.
• Proficiency in Windows operating systems is required. Knowledge of macOS and Linux will be considered an additional advantage. Familiarity with office productivity software is also expected.
• Knowledge of network protocols (TCP/IP, DNS, DHCP) and network troubleshooting tools.
• Familiarity with hardware and software installation, configuration, and troubleshooting.
• Familiarity with ERPs.
• Understanding of network security principles and best practices.
• Excellent communication and interpersonal skills for educating coworkers and providing support.
• Fluency in the English language.
• Strong organizational skills for managing inventory and coordinating support activities.
• The selected candidate must be able to demonstrate the following competencies: Analytical thinking, Customer service orientation, Adaptability and Collaboration.

Terms and conditions

• This is a Locally Recruited Staff (LRS) position and on competitive remuneration in local currency, commensurate with skills and experience.
• The appointment will be for two (2) years, including a six-month probationary period, with the possibility of extension contingent on performance, continued relevance of the position and available resources.
• The duty station will be in Nairobi, Kenya.