Technical Support Analyst at Mastercard Foundation

THE OPPORTUNITY

Reporting to the Lead, Technology, the Technical Support Analyst will play a critical role as a lead technical resource responsible for supporting all technical matters at the Nairobi office. This individual will be responsible for responding to requests from staff, performing regular maintenance on network connected devices and providing guidance and training for end users.

This individual will serve as a business partner to various functional areas of the Foundation and support the goals of departments through exceptional technology support. They will have the opportunity to influence network and infrastructure decisions related to the overall IT roadmap. They will also coordinate projects from planning to implementation phases with minimal supervision.

WAYS YOU CAN CONTRIBUTE

• Provide technical support for staff (network connectivity, Office 365, conference rooms, printers, screens, phones, etc.).
• Monitor and report performance issues related to services provided by third parties.
• Monitor IT services to ensure their consistent, reliable and secure delivery through active monitoring of error logs and user-reported issues.
• Responsible for the overall healthy operation of technology in the offices.
• Perform application updates, security patches and configuration changes on network hardware, services and management tools.
• Work closely with the Manager IT to implement proactive approaches to monitoring and reporting on network services that maximize uptime, reliability and visibility.
•  Support and monitor local vendors of IT systems, including network, laptops, telecom, wireless and supporting applications.
• Manage relationships with internal stakeholders to understand and anticipate issues, influence technology adoption, monitor staff satisfaction levels, and address issues and concerns.
• Remain current with trends, new developments and issues in the IT industry including innovation, current technologies, compliance, cyber risks and software, hardware and licensing costs.

WHO YOU ARE

• Bachelor’s degree or diploma and/or certificate in IT related fields.
• Minimum 5 years’ experience supporting end users, applications and hardware.
• Possesses an intermediate level of network and infrastructure expertise coupled with a high ability to quickly learn new technologies.
• Demonstrates strong communication, presentation and negotiation skills in complex environments with an aptitude for diplomacy.
• Practical hands-on experience on workstations, printers, cellphones and audio-visual equipment.
• Exceptional analytic and troubleshooting skills for solving problems.
• Understands how emerging technologies and service providers can be utilized to improve existing systems and/or increase operational efficiency.
• A good understanding of the following Technologies: Windows 10 and Office 365, SharePoint.
• Fluent in English and Kiswahili would be an asset.
• Results driven and motivated by a sense of performance excellence and a sense of urgency; possesses a proactive and ‘self-starter’ mentality.
• Ability to travel internationally up to 10% of the time.
• Flexible, adaptable, and able to execute a range of job duties and changing priorities.
• Excellent verbal, written, and presentation skills with the ability to articulate information to a variety of constituents across cultures.
• Professional maturity, sensitivity with different cultures, and impeccable integrity that exemplify the Foundation’s values.

The Mastercard Foundation values the unique skills and experiences each individual brings to the Foundation and are committed to creating and maintaining an inclusive and accessible environment for everyone.

Completion of satisfactory business references, background checks (criminal and credit), and proof of education are essential conditions of employment.