Jobs at SOS Children's Villages International

Job Summary

The Digital Skills Training Coach works as member of the Regional Digital Skills Project for Eastern and Southern Africa region based in Kenya Nairobi. She/he is responsible for managing regional Digital Skills training to improve digital literacy of Member Associations of the region. The Digital Skills Training Coach is expected to deliver training on productivity tools, Windows operating system components  and standard Business applications, furthermore she/he will lead virtual based training sessions and certification services.

Key Performance Areas and Main Responsibilities:

1. Work closely with the regional ICT and HROD and Member Associations to perform training need assessment with in the region
2. Conduct skill verification assessment to assign the correct certification module to co-worker based on the level of skills
3. Develop, and implement a virtual training program after thoroughly analysing training need assessment
4. Design, implement and manage virtual trainings schedules.
5. Integrate best practices in training schedules and procedures and issues.
6. Conduct face to face or virtual Digital Skills trainings and respond to any queries from trainees
7. Plan, conduct, manage and report remotely managed virtual Digital Skills trainings
8. Maintain, update and report Digital Skills trainees register per MA and functions
9. Attend conferences, seminars, and meetings related to Digital Skills trainings
10. Work closely with trainees to make sure training and certification programs are conducted as per the guidelines and try to resolve queries and issues of trainees
11. Engage with Digital Skills team to make improvements in the training programs by developing and evaluating the training manuals and methods for each training
12. Conduct Digital Skills certification exams in accordance with the standards set by the exam provider
13. Monitor the effectiveness of the training program by frequently evaluating the performance of the trainings
14. Troubleshoot and resolve issues related Microsoft Windows operating system, Microsoft Office application and Microsoft Productivity tools.

 
Knowledge, skills, qualifications, abilities and behavioral competences:

1. BSc degree in Computer Sciences/ Information Technology/Information Systems
2. Certified in Microsoft (MCSE/MCSA or equivalent) is a must
3. ICDL Certified trainer is a must
4. Advanced knowledge in Microsoft windows  client operating systems
5. Advanced knowledge in Microsoft office products
6. Hands on experience on  Microsoft Office 365 services
7. Proven experience in conducting training on Microsoft office, Microsoft Client operating systems and productivity tools
8. Proven experience  managing ICT trainings
9. Willing to Certify new technology trainings in short possible time
10. Excellent verbal and written English language skills. French/Spanish is a plus.
11. Relevant three years of experience in ICT training
12. Certified Trainer for Microsoft Office Application and Office 365 Applications
13. Certified Trainer for Microsoft Operating systems

We offer
A diverse range of interesting tasks in a leading INGO multicultural working environment
As a responsible employer we provide a range of training schemes and encourage educational enhancement
A salary that will be commensurate with experience and qualifications

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Job Summary
The Regional ICT Service Delivery Coordinator works as member of the ICT service delivery team for Eastern and Southern Africa region. She/he serves as the first point of contact for providing technical support on the requests in the service desk system from the Member Associations of the region. The Regional ICT Service Delivery Coordinator provides first level technical support on requests related to the ICT system and services managed by the region such as Microsoft Cloud Services, Cisco Meraki and Sentinel One Endpoint Solution. She/he provides the necessary troubleshooting and execute service requests based on the customers needs and the organization’s policies.

Key Performance Areas And Main Responsibilities
Service Desk

1. Provide remote support for service requests tickets issued in the Jira service desk system timely.
2. Execute configurations on users’ devices/network devices per the regional policies and projects guidelines.
3. Ensure professional maintaining of the Service Level Agreement, and when needed, escalates service requests to the next adequate level of support

Projects Management Support

1. Support the execution of the roll out plans for the assigned regional ICT projects.
2. Support the regional ICT projects leads in development and execution of standard operating procedures of the project
3. Systems Performance & Usage Monitoring
4. Monitor the systems updates, patching and security alerts and execute the necessary actions to ensure professional and secure systems performance.
5. Monitor the system/service utilisation across the region and report to the management on corrective measures required.
6. Monitor and execute licenses management cycle for the assigned regional ICT projects including (licenses register, licenses acquisition, payment coordination, licenses deployment, licenses renewals).
7. Reporting
8. Conduct monthly analysis of the service support requests and develop high level management reports on the service desk performance.

Knowledge, Skills, Qualifications, Abilities And Behavioral Competences

1. BSc degree in Computer Sciences/ Information Technology/Information Systems
2. Certified in networks (CCNA or equivalent) is a must.
3. Microsoft Certified for Azure Fundamentals.
4. Advanced knowledge in Microsoft Windows Server and Client operating systems
5. Knowledge in software defined networking such as Cisco Meraki and Ubiquity devices.
6. Knowledge in Azure Identity Management and Microsoft Active Directory.
7. Hands on experience on Microsoft Office 365 services.
8. Relevant three to five years’ experience in the IT service desk operation.
9. Excellent command of written and spoken English and working knowledge of French is a plus.
10. Industry standard IT Certifications ITILv3/v4 is a plus.
11. A strong customer oriented mind-set.
12. Self-motivated, self-managed, service and result oriented and innovative.
13. A team player with excellent communication, time management skills.
14. Ability to work in stressful situations.

We offer

1. A diverse range of interesting tasks in a leading INGO multicultural working environment
2. As a responsible employer we provide a range of training schemes and encourage educational enhancement
3. A salary that will be commensurate with experience and qualifications

Female candidates are highly encouraged to apply.