IT Support Specialist III

About the role

This career professional role delivers advanced IT support to end users in Compassion's field offices, covering project coordination, software implementation and deployment, IT support triage, security and system backups. At this level the incumbent generally carries out IT support implementations and projects independently and may coach and oversee other specialists. The position is based in Nairobi, Kenya.

Key responsibilities

• Coordinate the implementation of moderately complex tools, software programs and services for internal clients and departments, analysing requirements and gathering deliverables so that each project stays on schedule.
• Perform hands-on desktop fixes: install and upgrade software and hardware, implement file backups, configure systems and applications, and use diagnostic utilities to troubleshoot.
• Conduct security assessments of systems and applications, develop, test and validate solutions for vulnerabilities on devices such as web servers, mail servers and intrusion detection systems.
• Design, write and implement backup and disaster recovery procedures, restore files or systems, and update procedure documentation.
• Provide high-level support for IT operational infrastructure such as server rooms, hosting maintenance, networking and servers.
• Use structured project management systems to track deliverables and resolve issues, and act as the last internal point of contact before seeking external help.
• Cooperate with colleagues to resolve complex issues, and may coach and advise other IT professionals and support staff.

Required profile

• Bachelor's degree in a related field.
• 5 years of experience managing software and its applications.
• 5 years of experience supporting hardware users such as desktop computers and laptops.
• Leadership skills, strong customer service orientation, excellent communication skills and ability to train end users.
• Open to continuous learning and easily adaptable.

Required skills

• Knowledge of remote access and VPN.
• Ability to work in a standard office environment, sitting, standing and/or walking up to 8 hours per day.
• May be required to travel up to 10% of the normal schedule.