IT Specialist at EIDU

About the role

• The IT Specialist owns EIDU's IT and device operations across Kenya and Nigeria. The role has two halves: making sure staff have reliable, secure technology and the right access to our systems, and making sure the smartphones used by teachers and field staff are well chosen, well supported and quickly repaired.
• A core part of the job is building systems (self-help, field triage and structured ticketing) so that most device issues are resolved without reaching you. The role reports to the Chief of Staff in the Office of the COO.

What you will do:

Staff IT and security

• Manage staff laptops and smartphones: setup, device management, endpoint security, patching, inventory and repairs.
• Resolve staff IT issues and build a simple knowledge base for self-service.
• Run basic security hygiene and staff awareness, escalating complex incidents to external partners.

Systems and access

• Own user access across Google Workspace, Personio, Slack, Metabase, the EIDU app console and other tools. This covers joiners, role changes and leavers, plus regular access reviews against agreed rules.
• Manage software licences, renewals and IT vendor costs.

Device support and repair

• Design and run a tiered support system for teacher and field devices: self-help materials, a triage guide and training for field staff as first line, and a single structured ticketing channel. Work with the Product Support teams in Kenya and Nigeria to put it in place.
• Handle escalated issues only, routing hardware to our repair partner (CarlCare) and software to the product team.
• Track device warranty status and ensure eligible repairs are claimed under warranty..
• Own the CarlCare relationship: device flows, turnaround against the contract, performance reviews and advice on renewal.

Device testing and insight

• Test candidate smartphone models before procurement and make recommendations to the procurement teams.
• Track failure rates, repair histories and recurring issues by model, batch and region, and turn these into insight for procurement and replacement decisions.

What you should bring:

Required Skills:

• 5+ years in IT support, systems administration or IT operations, including Tier 2 support.
• Strong Google Workspace administration, including identity, MFA and access control.
• Strong Android smartphone troubleshooting and diagnostics, plus Windows and macOS support.
• Experience designing support processes: tiered models, escalation, ticketing and self-help.
• Experience with device lifecycle and asset management, including repairs, warranties and replacement cycles, and managing vendors against service levels.
• Working knowledge of networking fundamentals and endpoint security.
• A degree in IT, computer science or a related field, or equivalent experience.

Attributes:

• You explain technical issues clearly to non-technical colleagues.
• You are trustworthy and discreet with sensitive data and system access.
• You are organised and process-minded, and you own your work end to end.
• You are motivated by EIDU's mission and comfortable in a fast-changing environment.

Nice to have:

• Experience testing smartphone models for performance, durability, battery life and repairability.
• IT certifications such as CompTIA, Google IT Support or Microsoft 365.
• Basic scripting or automation for routine IT tasks.
• Experience in a multi-country or fast-growing organisation.

What we offer:

• A supportive international team across Kenya, Nigeria and Germany, working to improve foundational learning for millions of children.
• Flexible hours, an async-friendly culture that respects personal time, and a hybrid setup.
• An open environment where feedback is welcomed.