IT Kenyan Jobs.
Vacancy: IT Support Coordinator
IT Support Coordinator for a cutting edge non-profit startup
Location: Nairobi
Company description: A non-profit startup
Job Description: Duma Works is recruiting an IT Support Coordinator for one of our clients. We are looking for a recently graduated, technically minded, yet naturally customer-focused IT Support Coordinator or a cutting-edge nonprofit startup.As an IT Support Coordinator you’ll play an integral role, making sure the company’s platform works as advertised.
As such, you will report directly to both the company’s IT Director and Africa Director and your duties will include, but not be restricted to, these:
- Supporting the company’s field teams and call center agents by answering technical inquiries (often initially stated on a Facebook group), investigating potential network or system issues, detecting behavioral or context-related issues that are inhibiting proper user flow through the platform, fixing detected bugs, and/or escalating as necessary to other tech and operations team members.
- Responsible for making sure that all technical problems that clients or the company’s own on-ground teams face when using the platform or dashboard are gathered, recorded, analyzed, and addressed – ensuring smooth operations across our geographies in Africa and an overall positive user experience.
- Simplifying technical jargon messages so that non-technical field teams are able to understand.
- Working at the intersection of the company’s tech and operations teams to make sure no detected issues fall through the cracks.
- Working with the Training Manager to incorporate commonly faced issues with platform and dashboard use into future trainings.
Skills and Experience:
- You quickly pick up new technology tools and understand basic user experience concepts.
- Academic background in computer science or IT.
- Strong interpersonal skills.
- Structured and organized – an ability to understand organizational needs at macro and micro levels and subsequently work with limited supervision.
- Ability to establish and maintain effective working relations with people in a multi-cultural, multi-ethnic environment with sensitivity and respect for diversity.
- Commitment, integrity, and a drive for results.
- Experience in a similar IT support/customer service role working for a technology company is a big positive.
- An interest in or previous work with refugee issues is not required, but is certainly a plus.
- Skilled in primarily Python (frameworks Django & Flask), but experience with PHP is also desired.
- Knowledge of MySQL and other databases.
Personality:
- The perfect candidate is an early-career professional or recent college graduate with a computer science/IT background.
- You have strong organisational skills, a natural customer service orientation, and know how to communicate with and listen to people ranging from teammates abroad to clients throughout East Africa.
- You are a doer who prefers action and is able to efficiently manage your own time between responding to support calls through multiple channels and digging deep into issues to find the root cause.
To apply send your CV and your name and phone number to cv@dumaworks.com.
Please write “IT Support Coordinator” in the subject. Thanks!
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