Job Summary The IT administrator will act as the domain-expert on the core IT technologies (services) provided by the Digital Platforms team: Contact Center platforms, networking, end-user devices, identity management, and monitoring cloud integrations. This role will also be responsible for the design and implementation of new services, maintenance of services, and daily operations.
The Digital Platforms IT Administrator is expected to:
Support Operations and Digital Platforms with domain expertise on core IT technologies/services
Establish and maintain documentation for IT services in scope
Train and support Operations IT staff on core IT technologies/services
Assist stakeholders in creating training materials for new/updated software features
Own the daily administration of IT services: Genesys, Cisco Meraki, Wi-Fi, G Suite, Video Conferencing, Identity Management, end-user devices (hardware), and Operating Systems (Windows OS, macOS, Chrome OS, and Android)
Ensure availability and performance of IT services; monitor, optimize and report in close cooperation with other DP functions and vendors.
Coordinate and execute all changes around the IT services in scope.
Advise the organization on the optimal use of IT services in scope and contribute to the implementation of improvements
Design and implement processes and tools to maintain a secure IT environment that operates in compliance with corporate policy and local legislations.
Monitor system events and system configurations, perform audits, action outcomes and make reports.
Support Operations with monitoring and compliance with security processes.
QUALIFICATIONS AND REQUIREMENTS The successful candidate will most likely have the following qualifications, experience, and skills:
Bsc. in Information Technology, Computer Science or a related field related technical fields
A minimum of 3 years of relevant work experience in a similar work environment and/or position
Experience in network administration.
Certified Network CCNA, CMNO/ECMS1 or comparable
Experience managing contact center systems and infrastructure
Experience managing API integration
Experience in network/ information security
Knowledge, Skills, and Competencies Required Domain expertise:
Expert knowledge of network protocols (IP, WiFi, ethernet) and associated components (firewalls, routers, etc)
Expert knowledge of IT hardware and associated user computing environments (Android, MS Windows 10, macOS, etc)
Solid understanding of contact center and voice/video/telephony technology
Experience managing and monitoring API integrations e.g payment integrations, etc
Expertise on device management and endpoint security
Basic BI and data skills to produce reports based on small data sets
Basic understanding of IT service management, understanding of ITIL and Lean/IT concepts, terms and processes
Discrete, able to handle confidential information
Excellent communication and writing skills
Demonstrated ability to structure and produce technical and business documentation
The ability to work well in a distributed and international team
Analytical, excellent problem-solving skills
The ability to plan and prioritize workload
Customer-focused, understands customers and takes a proactive approach to meet their needs in an effective and timely manner
Identifies opportunities to optimize cost and improve customer service and satisfaction
Fluent in English
WORKING CONDITIONS OFFICE BOUND/ON-SITE/TRAVEL
Work at the office, limited travel required (includes international travel)
Occasionally expected to be available outside normal working hours
LOCATION The role will be based in Arusha
How to Apply
The deadline for submission for this position is 27th September 2019 at 1800 hours. Applications should be submitted through E-mail to [email protected] indicating the position you are applying for on the subject line.
Only shortlisted candidates will be contacted.
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