IT Support Officer at

1 month ago

Nairobi, Nairobi Area, Kenya Girl Effect Full time

Girl Effect is a non-profit working with girls to change their lives, empowering them to navigate the pivotal time of adolescence, so they are enabled to live a healthy life, participate in school, and prepare for their future financially.

Context of the role

Girl Effect knows that technology has a transformative power.

We are looking for an IT Support Officer to join our team to help us strengthen and maintain our internal systems and support our employees, many of whom work entirely remotely.

We work on cloud-based systems (and make extensive use of Google Workspace) across our eight countries of operation (Ethiopia, India, Kenya, Nigeria, South Africa, Tanzania, UK and USA).

This postholder will sit within our Global Finance & Operations team, providing support and guidance to teams across the globe.

Whether it's our finance system or CRM, email and file storage, you'll help manage a network of local first-line support arrangements, provide second-line support and guidance and work with key stakeholders to craft our internal technology strategy and roadmap.

What you will do

Work with teams across our countries to ensure adequate first-line technology support arrangements are in place. This includes a combination of close management of local vendors and support organisations (currently in UK, India, Tanzania and Ethiopia) and personally providing training on 'basic fixes' to key Operations colleagues directly

Act as the organisational owner of our Google Workspace system, ensuring we make the best use of this as it evolves and that it is delivering our business objectives.

This will include providing training and directing colleagues to sources of information for full utilisation
Partner with business owners of other core systems.

Helping colleagues to understand how best to use a wide range of tools and systems to support our work (including:
finance ERP, CRM, project management, and collaboration tools)
Support colleagues across the organisation when it comes to the technical specification of new hardware to purchase. Maintaining budgets and providing estimates where necessary
Supervise and lead on cyber security, including digital security and privacy (encompassing GDPR) and broader IT asset protection. This will also involve providing regular training and updates to colleagues
Develop, update, and enforce IT policies and procedures in alignment with industry standards and organisational goals
IT inventory management
Create and manage the IT department's hub on the internal intranet platform, ensuring that it provides up-to-date information, news, and resources to colleagues
Proactively stay current on developments in software and hardware and be vigilant in understanding security advances
Occasional travel may be required
Support other ad-hoc tasks and projects as may be required from time to time

Who you are

We are looking for an approachable IT professional with over 5 years of experience in an IT/delivery role (ideally someone who has had experience in a fast-growing start-up operating across multiple locations) and at least 2 years in a role helping manage or lead technology development.

This is a hands-on role, you should expect to get your hands dirty, building new processes in support of an evolving organisation.

You should have experience setting up and managing an entire IT infrastructure, including budgets and creating technology roadmaps.

With experience in a fast growing agile environment, you will be flexible to work across moving projects, deadlines and time zones.

Requirements
Essential experience

Lead administrator of Google Workspace in a previous role and is proficient with GAM
Background in IT support and service management with an understanding of the importance of excellent internal client service for colleagues
Fully conversant with Windows servers and MS Office 360
Able to work with any OS, hardware and software (including but not limited to SalesForce (Financial & CRM modules), Slack, DropBox, Zoom and Asana
Full capability in deployment of Mac and Windows laptops/devices
Experience with global org-wide IT project rollout. With project management skills that highlight an ability to prioritise tasks and manage multiple initiatives simultaneously
Excellent communication skills, written and verbal and strong interpersonal skills. Able to explain technical issues in plain terms to non-technical colleagues with patience and clarity

Beneficial

Coding

AWS
Google Cloud Platform
Previous experience working across similar geographic locations in the non-profit sector

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