Information Technology Officer
Ict & Computer Jobs
- Education Development Trust
- Expires 14 Aug 2022
- Bulawayo
- Full Time
Job Description
The IT Officer will support and maintain the day-to-day operations of Ed Dev Trust’s management information systems by providing technical responsive, efficient customer focused IT Service support to all Ed Dev Trust staff, whilst ensuring that all service level agreements (SLA’s) with external contractors are adhered to. In addition, providing advice to management on implementation of innovative solutions that automate business process and inform decision making to achieve the organization object
Duties and Responsibilities
Job Objectives:
• Achieves and maintains a thorough knowledge and adherence to established Education Development Trust policies and procedures regarding Ed Dev Trust IT operations.
• To Work closely with Regional IT Team in the implementation of projects that particularly support the TEACH project.
• Identify and address user training needs for all TEACH Zimbabwe IT users appropriately.
• To ensure regular backup of data for users according to policy.
• To provide technical support to all staff in the areas of:
- Incident Management
- Event Management
- Request Fulfilment
- Access Management
• Maintaining a virus free systems environment by deploying updates to remote sites
• Empowering users on how to best take care of their IT equipment.
• Support development and maintenance of TEACH database
• Support analysis and use of GIS
• Provides technical support to Programme teams in ensuring access to key performance Indicators dashboard reports to stakeholders
• Responds to all IT support requests within the stipulated timelines as per policy and providing 1st and 2nd Line Support
• Escalates and follows Service desk requests to other IT staff as need be
• Manages IT equipment and maintains up to date inventory
• Manages and monitors IT infrastructure (Power, Servers, LAN and WLAN networks
(Meraki), Firewalls, and network equipment) and ensures highest performance
• Maintains and monitors communication infrastructure (Email server, Email firewall,
Internet, Telecommunications)
• Plans for and delivers IT training to TEACH Zimbabwe staff
• Maintain the current IT environment; principally end user’s hardware and cloud
services (Office 365, SharePoint and Freshdesk)
• Administers and maintains information security including systems access,
permissions, and restrictions.
• Administers and manages user accounts including remote users (Office 365)
• Resolves system admin requests escalated from the field operations.
• Keep up to date with software and hardware developments to provide a professional service to all
• Install and deploy desktops and Laptops using Ed Dev Trust standard images
• Co-ordinate work with any external contractors and suppliers to make sure that
best use is made of time and resources
• Monitor security of all technology ensure data/information security is maintained
(e.g., through up-to-date antivirus software) and ensure all hardware is disposed of
securely
• Conduct research and provide time to time advice to management on the strategic
use of IT to achieve the organization objectives
• Sever Administration and Management
• Network Administration
• Other IT duties as assigned by Global IT Service Operations
Any other reasonable duty as may be assigned that is consistent with the nature of the job and the safe and effective operation of the organisation.
Scope:
• Working hours according to the requirements of the location supported
• Flexible working will also be required including some out of hours work
• Occasional travel with equipment may be necessary to other sites within Ed Dev
Trust
• Provision of remote/telephone support to international offices to cover annual leave
and/or sickness
Qualifications and Experience
Person specification: Knowledge
Essential:
• A degree in Information Technology/ Information Systems
• Application development qualification will be an added advantage.
• Good knowledge of Windows Operating Systems, Sharepoint and other common
software packages (Server and Clients). A certification in any of these would be an
added advantage.
• An exceptional understanding of Office 365 platform and the infrastructure that
supports it including ISP relations and remote user connectivity.
• Desktop and Laptop hardware familiarity
• Understanding and application of information security protocols and systems
Desirable:
• An understanding of IT used in education and educational context
• ITIL awareness
• Cisco or MS Networking Professional
• Microsoft Active Directory user administration
• BWO ERP admin
Experience
Essential:
• Five years working experience in the information technology/ information systems
context, two of these spend administering an office network.
• Use of an incident logging system
• Supplier management experience with specific focus on dealing with third party
suppliers of Telecoms, Hosting partners and outsourced services
• Experience of working in an IT Support capacity in a medium or large organisation
Desirable:
• History of working to service level agreement targets
• Working experience in database design, data collection, and analysis and reporting
or another related field
Skills
Essential:
• Excellent customer service and telephone skills
• Can think creatively and problem solve
• Good communication skills, including written and verbal interpersonal skills
• Self-motivation, effective time management
• Excellent level of spoken and written English
• Effective time management and organisational skills
• Must be able to use initiative and work under pressure
Desktop and application troubleshooting
Desirable:
• Excellent Communication skills at all levels through all platforms
• Ability to work individually or as part of a team
• Ability to train end-users in application and use of software packages
