About the Role
This position is primarily responsible for assisting with the daily maintenance of the organization’s computer, network systems, service desk management and assisting individual staff with resolving computer software and hardware problems (staff support). The position requires flexibility, initiative, and confidence in dealing with different types of systems and more importantly, different types of people.
Responsibilities
IT Service Management (25%)
- Serve as the first point of contact for clients seeking technical assistance over the phone or through the service desk system.
- Perform remote troubleshooting through diagnostic techniques and appropriate questions.
- Direct and escalate unresolved issues to the next level of support personnel.
- Record events, problems, and resolution in the service desk system while providing updates to the clients.
- Provide regular and accurate management reporting on IT Service performance to IT Support Supervisors or IT Manager.
- Prepare and set up IT equipment required by teams working in the field.
- Provide remote or onsite IT support to teams in the field (this involves travelling to remote field processing locations).
- The holder of this position must have an overview of the performance of existing IT systems and propose changes to improve systems efficiency.
Network Administration and Support (20%)
- Administer, monitor, and maintain LAN, WAN, WLAN, and VPN infrastructure to ensure optimal performance and availability.
- Configure and support network devices including routers, switches, firewalls, and wireless access points (e.g., Cisco devices, Meraki).
- Perform network troubleshooting, diagnostics, and root cause analysis to resolve connectivity and performance issues.
- Support installation, configuration, and maintenance of Dedicated Internet Networks (DINs) in field locations.
- Monitor network performance and implement improvements to enhance reliability, security, and efficiency.
- Assist in enforcing network security controls, including firewall policies, access control, and endpoint protection.
- Collaborate with systems administrators on infrastructure integration, upgrades, and capacity planning.
- Maintain accurate documentation of network configurations, topology, and standard operating procedures.
- Apply routine patching, antivirus updates, and assist in enforcing firewall/VPN usage for secure access.
- Implement access controls, monitor traffic, apply patches, and enforce encryption to safeguard systems.
- Maintain failover systems, dual ISP connections, and load balancing to ensure continuous availability.
Compliance (20%)
- Achieves and maintains a thorough knowledge and adherence to established Resettlement Support Center (RSC) Africa, CWS/Immigration Refugee Program, Department of State (DOS)/Bureau of Population, Refugees and Migration (PRM) and US Customs and Immigration Services (CIS) policies and procedures regarding the CWS Africa programs management.
- Works with the systems and network administrators in daily systems monitoring, maintenance, troubleshooting and research to provide guidance to the IT Management and to ensure systems availability.
Collaboration /Engagement (30%)
- Collaborates with and supports the sub office IT staff with their tasks and various projects.
- Working with other IT sub-units’ staff on various projects.
- Works with the IT Support Supervisor in analyzing service desk data to make inferences on training and technological needs.
- Works with the systems and network administrators in daily systems monitoring, maintenance, troubleshooting and research to provide guidance to the IT Management and to ensure systems availability.
- Plans for and delivers IT training to RSC staff in collaboration with the training unit.
- Work closely with IT staff from Partner organizations for remote field IT support.
- Work with external vendors on the installation, setup, and maintenance of Dedicated Internet Networks (DINs) and networking associated tasks in remote processing locations.
- Pass on any feedback or suggestions by customers to the internal escalation team.
Additional Responsibilities (5%)
- Performs any other duties as assigned to improve the operations of CWS Africa.
- When needed, covers the responsibilities of the other IT Specialists.
Qualifications and Experience
- A minimum of 5 years of experience in IT.
- A minimum of 1 to 2 years' experience in managing and maintaining computer networks, preferably in a Windows-based environment required.
- Bachelor’s degree in IT or Computer Science or four (4) years of directly related experience in lieu of a bachelor’s degree is required.
- Industry IT Certifications (OS, Networking, Systems Administration, Cloud Security and ITIL) desirable.
Skills & Abilities
- The ability to interact with CWS Africa personnel, build strong relationships at all levels and across all business units and organizations, and understand business imperatives.
- Ability to effectively manage, organize and prioritize work in a fast-paced environment.
- Service-oriented ITSM mentality with ability to provide excellent customer service.
- Ability to communicate effectively and professionally orally and in writing with staff across all levels.
- Strong knowledge of using and managing IT service desk systems.
- Excellent problem-solving skills and willingness to constantly renew required knowledge.
- Excellent troubleshooting and problems solving skills in a Windows based environment.
- Strong knowledge in Active Directory and Microsoft 365 administration.
- Strong knowledge and skills in latest Windows Server setup and administration.
- Knowledge and working experience with administration of database systems, especially MS SQL Server.
- Strong knowledge of VMWare – virtualization technology.
- Strong knowledge in data leak, loss, and encryption methods (BitLocker, McAfee or any other).
- Strong, up-to-date knowledge of systems security in a large network environment.
- Knowledge in networking (LAN, WLAN and VPN), especially with Cisco managed devices (Firewalls, Routers, and switches).
- Knowledge of TCP/IP Architecture and OSI Model.
- Knowledge and experience of change management.
- Proactively finds solutions rather than waiting for answers and self-propelled person that likes to work.
- Manage large and diverse workload under pressure with competing priorities.
- Maintain the integrity of official records.
- Analyze and solve complex problems and make sound decisions.
- Work with minimal supervision.
- Maintain a high-performance standard with attention to detail.
- Work independently and contribute to overall operations of RSC Africa.
- Actively participate in the implementation of the U.S. Refugee Admissions Program (USRAP).
Important & Special Requirements
- Strong English communication skills, both written and oral.
- Ability to work in a multi-cultural environment required.
- Commitment to diversity, equity, and inclusion and willingness to support CWS’ Platform on Racial Justice as a CWS employee required.
- Remain alert and responsive to any child safeguarding and PSEAH (Prevention of Sexual, Exploitation, Abuse and Harassment) risks, acquire relevant knowledge and skills, and understand safeguarding policies.
- Good health, willing and able to travel extensively in often difficult conditions, and high flexibility. Must have proof of Yellow Fever vaccination before traveling for RSC Africa.
- Based in Nairobi, Kenya.
- Requires use of laptops at all times, competence in Microsoft Office packages is required.
- May require travel in sub-Saharan Africa on short notice and under sometimes difficult conditions.
- Background check including references, educational, and criminal checks is required.
- A valid passport and the ability to maintain a valid passport throughout the entire appointment is required, including having enough passport pages for travel.
- This position is full-time.
- Prepared to work from the CWS office within location of hire.
