IT Support Officer at Girl Effect

• Company:
• Location: Kenya
• State:
• Job type: Full-Time
• Job category:

• 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.

• 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

• 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.

• 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

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

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