IT Tech Support Associate at African Entrepreneur Collective (AEC)

About the Opportunity

The Tech Support staff will be in a new position, in a new 8-person Tech Department.   As Inkomoko has developed more technology systems to work from home and serve our clients remotely, we have needed to increase our ICT capacity to support internal IT functions and client-facing tech programs.   

The Tech Support staff will be responsible for ensuring the highest level of customer service to colleagues across Rwanda and Kenya to support their technology needs.  Specifically, the role will include:

Responsibilities

Tech Support (40% time)

• Manage and respond to IT requests using the IT Service desk management tool 
• Continuous update of the IT Service desk knowledge base module 
• Set up staff laptops, user accounts, email addresses, calendar access, and other company technology
• Train staff on the use of company technologies, including Odoo ERP, G-Suite, calendars, printers, Basic IT Skills, etc.
• Troubleshoot CRM/ERP and app problems for all users, particularly for high-value users like the Finance team, CEO/COO, and Managing Directors.
• Provide tech support to staff with the highest level of customer service, speed, and accuracy when problems arise for in-house and field staff 
• Make proactive regular visits to the field offices as and when required
• Manage software upgrades 

Network Management (20% time)

• Assist the IT Support team in the management of office internet issues and office IT accessories to meet budget and business needs for offices across East Africa.
• Monitor the network on a daily basis; solve network problems as they arise, escalating problems or potential problems to the IT Infrastructure Admin, if necessary.
• Maintain the network configuration map and documentation of issues and solutions.
• Enforce Inkomoko ICT policy/usage with staff (i.e. personal downloads, etc.)
• Ensure Malware/virus protection is up to date on a bi-weekly basis to protect systems and data. 
• Work on other projects as assigned that improve systems availability and security.  

Equipment Management (20% time)

• Purchase and manage staff laptops, printers, Tablets, Kindles, projectors, and all other technical assets within budget and specified timelines.
• Conducting quarterly preventive maintenance on all IT devices 
• Keep accurate records of inventory and maintenance of all devices and ensure they are in good working order.
• Management of all repairs of staff laptops including the use of a system to track the repair of all computers, including the timeline for repair.

Miscellaneous Tech Supports (20% time)

• Support M&E software, such as Kobo Toolbox, PowerBi, and other data collection and analysis software
• Manage company Zoom accounts, collaboration applications such as Slack, and microphones, and serve as tech admin lead at company meetings
• Manage projectors, tech setups for meetings, special events, retreats, etc.

Minimum Qualifications

• Three +  years of work experience in tech support for a company in East Africa 
• Bachelor’s degree in IT or a similar field
• Technical Expertise - Continuously updates one’s own knowledge about new technologies and product modifications.
• Staff Support – Customer-service orientation to propose and create long-term technology solutions to solve team problems.
• Fluent in English, plus Swahili