ICT Support Specialist

Role Overview

The ICT Support Specialist will be responsible for providing technical support to Imagine Worldwide staff and in-country partners, with a primary focus on maintaining stable internet connectivity in schools and managing internal IT systems. This role reports directly to the Director of ICT and is crucial for the successful execution of our digital learning programs. The Specialist will ensure that all ICT infrastructure is operational, secure, and supports the organizational mission effectively.

The Specialist will be the primary implementer of connectivity and IT support strategies defined by the Director of ICT and other stakeholders, ensuring that technical operations are aligned with organizational goals and security standards.

Key Responsibilities

Connectivity Support for Countries and Schools

The Specialist will ensure robust and reliable internet and network connectivity for our country offices and school-based programs, which often operate in challenging, remote environments.

• Provide remote and on-site technical assistance for network-related issues in country offices and project schools.
• Monitor and maintain the health of school-based ICT infrastructure, including routers, access points, and local area networks (LANs).
• Coordinate with local Internet Service Providers (ISPs) and in-country technical partners to resolve connectivity outages and optimize network performance.
• Implement and document network configuration changes as directed by the Director of ICT.
• Travel to project sites in various African countries may be required from time to time and not exceeding 40% of the time.

Internal IT Support and End-User Training

The Specialist will serve as the first point of contact for internal staff technical issues and will contribute to the digital literacy of the team and partners.

• Provide helpdesk support for all Imagine Worldwide staff, troubleshooting issues related to hardware (laptops, mobile devices), software (cloud-based tools like Google Workspace), and operating systems (Windows, macOS).
• Manage the setup, deployment, and inventory of IT assets for new and existing employees.
• Develop and deliver training sessions and materials for staff and partners on essential IT tools, security best practices, and new system deployments.
• Document technical solutions and create a knowledge base for common user problems and execution procedures.
• Support the Director of ICT in implementing organization-wide IT policies.

Systems Administration

The Specialist will assist with the maintenance of core organizational ICT systems under the supervision of the Director of ICT.

• Assist in the administration