IT Specialist - Kenya or Nigeria

About the role

EIDU partners with governments to strengthen public education systems through a technology-enabled platform. The IT Specialist owns EIDU's IT and device operations across Kenya and Nigeria, ensuring staff have reliable, secure technology and that teacher and field staff smartphones are well chosen, supported and repaired quickly. The role builds systems (self-help, field triage and structured ticketing) so most device issues are resolved without reaching the specialist, and reports to the Chief of Staff in the Office of the COO.

Key responsibilities

• Manage staff laptops and smartphones: setup, device management, endpoint security, patching, inventory and repairs; resolve staff IT issues and build a simple knowledge base for self-service.
• Run basic security hygiene and staff awareness, escalating complex incidents to external partners.
• Own user access across Google Workspace, Personio, Slack, Metabase and the EIDU app console, including joiners, role changes, leavers and regular access reviews.
• Manage software licences, renewals and IT vendor costs.
• Design and run a tiered support system for teacher and field devices, with self-help materials, a triage guide and field staff training, and handle escalated issues only.
• Route hardware to the repair partner (CarlCare) and software to the product team, track warranty status and claim eligible repairs.
• Own the CarlCare relationship: flows, turnaround against the contract, performance reviews and advice on renewal.
• Test candidate smartphone models before procurement and track failure rates, repair histories and recurring issues by model, batch and region.

Required profile

• 5+ years in IT support, systems administration or IT operations, including Tier 2 support.
• Degree in IT, computer science or a related field, or equivalent experience.
• Clear communicator of technical issues to non-technical colleagues, trustworthy with sensitive data, organised and process-minded.
• Nice to have: experience testing smartphone models, IT certifications (CompTIA, Google IT Support, Microsoft 365), basic scripting or automation, and experience in a multi-country or fast-growing organisation.

Required skills

• Strong Google Workspace administration, including identity, MFA and access control.
• Strong Android troubleshooting and diagnostics, plus Windows and macOS support.
• Experience designing support processes: tiered models, escalation, ticketing and self-help.
• Device lifecycle and asset management, including repairs, warranties and vendor management.
• Working knowledge of networking fundamentals and endpoint security.

What we offer

• A supportive international team across Kenya, Nigeria and Germany.
• Flexible hours, an async-friendly culture and a hybrid setup.