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Senior Regional Information Technology Specialist

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Information Technology
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General & Administrative
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2004W Requisition #

Job Description

Job Summary:                                                              

The Senior Regional GTS Specialist will be based in the Africa regional office in Nairobi and He/ she will perform IT related duties in support of the RTI Africa and MENA regions.  He/ she will be required to offer IT support in the Nairobi office, first level IT support for projects that do not have IT personnel and also handle escalations from project IT Specialists in the Africa and MENA regions.

The Senior Regional GTS Specialist is required to possess significant technical expertise and excellent communication skills. He/ she must also be persistent in ensuring compliance with RTI IT policies, guidelines, regulations and technical aspects. This position reports directly to the Senior Regional GTS Manager – Africa and MENA.


Essential Duties:

Senior Regional GTS Specialist Responsibilities include:

  • To provide support in matters related to PCs and its peripherals (Windows 10, Mac OSX, Microsoft Office 2016, Office 365, McAfee Suite, Adobe products, etc.)

  • To ensure computer operating system (Windows PCs/ Mac OSX) and other software is maintained and that patches are promptly applied on all computers

  • To ensure anti-virus software is installed and that both the engine and signature files are kept up-to-date

  • To ensure information is backed up and maintained in accordance with RTI policies and procedures.

  • To Provide user support on hardware, networking and software related issues.

  • Configuring and troubleshooting laptops / desktops / printers/ scanners

  • To provide high level support for Windows 2008, Windows 2012 and Windows 2016 Servers in the region

  • To ensure Windows Server and other software are maintained and that patches are promptly applied on all servers

  • To ensure data/ information is backed up and maintained in accordance with RTI policies and procedures

  • To ensure antivirus is installed and that both the engine and signature files are up-to-date

  • To monitor the servers to ensure smooth running

  • To troubleshoot any issues occurred on the servers

Maintain network infrastructure including Internet connections, perimeter equipment, Network switches, Wireless access points, Printers, Cisco IP phones etc.

  • Setting up, maintaining, and supporting the IT infrastructure for additional project offices as they are established in the region. 

  • Assist with technical specifications, budget, and forecast the IT requirements for project offices and coordinate the procurement for the same.

  • Supervise the performance of project IT Specialists, IT consultants or any local IT firms contracted to support the project offices. Where a project does not have an IT resource, it is expected that the job holder will provide first level IT support remotely from the regional office.

  • Follow up on warranty claims for IT equipment.

  • Maintain proper inventory of IT equipment for the project offices.   

  • Ensure compliance with RTI Information Security policies, procedures and standards and  train other project staff on IT policy.

 

 

Minimum Required Education & Experience

Master’s degree in Information Technology, Information Systems, Computer Science and 6 years of experience or Bachelor’s degree in Information Technology, Information Systems, Computer Science or any other related certification and 10 years of relevant experience in IT support

 

Skills & Abilities

  • Management Information Systems (MIS) Trainings Preferred
  • Multiple countries support experience
  • Those with User Training experience highly desired
  • Proficient in Microsoft Office 2016, Office365 and Windows 10/Mac OSX in a domain environment
  • Ability to work with remote access tools like Team Viewer, Windows Remote Desktop, etc.
  • Ability to troubleshoot and provide higher level support for common hardware, software and network issues
  • Ability to meet deadlines and adjust to fast changing priorities
  • Ability to follow instructions and work autonomously, but also able to recognize when you are in over your head.
  • Ability to quickly gain new skills and knowledge when faced with new challenges
  • Ability to work well under pressure
  • A customer service oriented individual
  • Aware of the ethical and professional standards of IT personnel
  • Pays attention to detail
  • Excellent verbal and written communication skills
  • Ability to ask appropriate, relevant questions and get information in order to diagnose computer problems and discern what level of support is needed when a problem is presented.
  • Is a team player
  • Able to show respect to all cultures and work in a culturally diverse environment

Expectations for Support

He/ she is expected to work during normal business hours though there may be some occasions where his/her supervision and/or assistance will be needed outside of work hours. To the greatest extent possible this need will be communicated to him/her in advance and personal obligations will be respected and honored as much as possible.  Flexibility and willingness to help meet critical project timelines and deliverables is considered important. Limited travel within the region.



Disclaimer

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.



Physical and mental demands of this role include those that must be met by an employee to successfully perform the essential functions of this job, as outlined above.  Examples include:  remaining in a stationary position for long periods of time; operating a computer and other office machinery; thinking, learning, and concentrating effectively and frequently communicating with other people, both within RTI and outside of RTI; frequently moving about inside and travel between offices and laboratories; frequently conducting laboratory site inspections (if applicable), ability to handle the stress associated in meeting frequent, multiple and tight deadlines, ability to work in excess of 40 hours per week as workload and deadlines may require, consistent demonstration of mental stability and ability to have regular, reliable and predictable attendance.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job, per RTI procedure 4.2.1. 


RTI International is an independent, nonprofit research institute dedicated to improving the human condition. Clients rely on us to answer questions that demand an objective and multidisciplinary approach—one that integrates expertise across the social and laboratory sciences, engineering, and international development. We believe in the promise of science, and we are inspired every day to deliver on that promise for the good of people, communities, and businesses around the world. For more information, visit www.rti.org.


We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. Further information is available here.

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