IT & Digitization Associate at Africa Digital Media Institute (ADMI)

Responsibilities

• Reporting to the Head of Operations, the Associate – IT & Digitization drives the use of technology at the Institute, develops and maintains IT standards and policies, and provides technology support and solutions to meet the needs of the organization. The Associate will manage the overall technology infrastructure for all campuses including planning, implementation and management of the software applications and hardware infrastructure that support operations. The Associate will coordinate all systems administration including: general computer support; upgrades; software installations; license management; server set up and management; cloud management; network and printer support; deployment of equipment; management of inventories; end user support. S/he will also be in charge of providing user training on common business applications and use of the Group ICT systems. Finally, the Associate may also be responsible for leading various IT capacity-building and digitization projects.

Tasks:

• develop and enforce IT policy and procedures
• fill procedural documentation and prepare relevant reports
• lead digitization and capacity-building initiatives as needed, including ERP, LMS, etc.
• install and configure computer and other hardware operating systems and applications
• ensure and maintain IT security, monitoring and maintaining computer systems and networks
• maintain accurate and updated logs of all technology-related assets, information and incidents
• help colleagues and students resolve issues, either over the phone or in person
• diagnose and troubleshoot individual, system and network problems
• ensure good care of all machines and networks by others
• coordinate premises moves and expansions, planning related IT infrastructure
• assess applications and technology, presenting solution options to various levels of management
• recommend migration and procurement for software, hardware and parts as required
• set up new users' accounts and profiles and oversee backup, passwords and permissions
• serve as a liaison between internal teams and external suppliers, supervising the latter closely
• periodically support web-related functions, such as website programming
• maintain high customer service standards for students, faculty and colleagues
• respond within agreed time limits to call-outs, managing several open cases at one time
• test and evaluate new technology for procurement
• conduct electrical safety checks on computer equipment
• continuously monitor and improve network infrastructure, safety, stability and security
• train colleagues and customers on appropriate policy and practice
• backstop the Facilities Team and collaborate with them to ensure excellent service standards
• support all other departments and functions as needed
• any other tasks assigned

Requirements:

• IT-related certification
• At least 2 years of IT Support experience, preferably in a busy higher education environment
• Detail-oriented, hands-on, self-motivated, authoritative and cheerful demeanor
• Strong customer service, Business English and MS Office skills essential