Job Title: IT associate, IRC
Job Description
IT associate is entry level Network Operations Center position that works closely with Network and Systems team on day-to-day activities in global infrastructure. Under supervision of Director NOC, this position is responsible for installing and maintaining of core systems services, test networks and systems to verify functionality and performance, perform basic root cause analysis and provide and/or execute corrective actions.
This position will be performing day to day management of Active Directory to ensure healthy and clean AD environment. It will also serve as technical resource for ServiceDesk requests in troubleshooting and/or escalating to other technical resources as appropriate.
Major Responsibilities
• Under the direction of Director NOC manages basic server infrastructure, including physical VMWare hosts, virtual machines.
• Monitors servers and networks for uptime, performance, capacity, and work on continuous improvement of these parameters. Serve as a primary point of contact for alerts, along with the rest of the IT infrastructure team.
• Review backup and maintenance activities on a regular basis and assist in data restoration if and when required.
• Day to day management of Active Directory (OUs, users, groups, computers) on reporting, cleanup and backup.
• Able to identify repetitive and unique incidents/problems that require KB article as well as significant knowledge to organizational memory.
• Knowledge capture and creation of KB articles produced by incident/problems as well as project activities by collaborating closely with Subject Matter Experts
• Provides training to Helpdesk team members on generated knowledge.
Key Working Relationships:
Position Reports to: Director, Network operations
Position directly supervises: 0
Indirect Reporting:
Other Internal and/or external contacts:
Internal: Network Operations team, Field Engineering team Service Desk team, IT technical and project team
External: IRC staff experiencing IT issues
Job Requirements
• A minimum of 2 years IT support experience in a service industry
• Enthusiastic and ambitious attitude
• Ability to set priorities
• Strong sense of responsibility
• Good working knowledge and experience of Windows Server OS, Networking, Microsoft Office Suite, Microsoft Exchange and Active Directory
• Basic understanding on VM environment, Azure, Meraki Networks
• Flexible approach to work and problem solving
• Excellent communication and customer service skills
• Ability to explain complex technical issues to non-technical staff
• Ability to work proactively with little direct supervision
• Able to work flexible hours on request or as part of a shift system
• Be committed to continual professional development
• Team player
• Interest in the nonprofit sector
• Make sound, strategic decisions to advance organizational goals
Working Environment:
• Position will work in the Nairobi iHUB office and is expected to be on site
• On-call availability
• Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals
The IRC and IRC workers must adhere to the values and principles outlined in IRC Way – Standards for Professional Conduct. These are Integrity, Equality, Service, and Accountability. In accordance with these values, the IRC operates and enforces policies on Beneficiary Protection from Exploitation and Abuse, Child Safeguarding, Anti Workplace Harassment, Fiscal Integrity, and Anti-Retaliation.
