IT Support Specialist III

**This position is based in Nairobi, Kenya**

This career professionals role is to deliver advanced IT support to end users in the organization's field offices. This includes project coordination, software implementation and deployment, IT support triage, security, and system backups. At this career level, the incumbent generally conducts IT support implementations and projects independently. He or she may coach and oversee the work of other specialists.

Responsibilities

• Maintains a personal relationship with Jesus Christ. Is a consistent witness for Jesus Christ, maintains a courteous, Christ-like attitude in dealing with people within and outside of Compassion, and faithfully upholds Compassion’s ministry in prayer.
• Acts as an advocate to raise the awareness of the needs of children. Understands Christ’s mandate to protect children. Commits to and prioritizes child protection considerations in all decision-making, tasks and activities across the ministry. Abides by all behavioral expectations in Compassion’s Statement of Commitment to Child Protection and Code of Conduct. Reports any concerns of abuse, neglect or exploitation of children through Compassion’s internal reporting process and appropriately supports responses to incidents if they occur.
• Effectively uses structured project management systems and tools for monitoring and tracking deliverables and resolving issues, ensuring delivery to the project plan and budget on significant projects.
• Coordinates the implementation of moderately complex, tools, software programs, and services for internal clients and departments. Further analyzes requirements and gathers deliverables to ensure that each implementation and deployment is effectively managed on schedule.
• Cooperates with other staff to resolve complex issues and those issues that others cannot resolve; often serving as the last stop internally before seeking external help.
• Performs hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. Applies diagnostic utilities to aid in troubleshooting.
• Conducts security assessments of systems and applications to evaluate vulnerabilities. Further, develops, tests, and validates solutions to mediate exploitable conditions on devices such as web servers, mail servers, and intrusion detection systems.
• Restores files or systems by designing, writing and implementing backup and disaster recovery procedures. Compiles and updates procedure documentation as needed.
• Provides high level support in the areas of IT operational infrastructure such as server rooms, hosting maintenance and troubleshooting, networking, and servers.
• May coach and provide expertise to other professionals and support staff in the information technology discipline.

Faith

• Has a personal relationship with Jesus Christ.

Culture

• Accountable for supporting, upholding, and engaging in Compassion's core "Cultural Behaviors" in all internal and external communication and relationships.

Requirements

• Bachelor's Degree in related field.
• 5 years of experience in managing software and its applications.
• 5 years of experience supporting hardware users, such as desk computers and laptops. 
• Knowledge of remote access and VPN.
• Leadership skills and team leading collaboration.
• Strong customer service orientation.
• Excellent communication skills and ability to train final users.
• Open to continuous learning and easily adaptable.

Working Environment

Office – Standard Office Environment

Physical Demands

Sitting, standing, and/or walking for up to 8 hours per day

Travel Requirements

May be required to travel up to 10% of normal schedule