IT Support Coordinator

ABOUT ALU

ALU provides higher education for a higher purpose. Our students declare missions, not majors. They develop the real-world skills to take on the world’s most pressing challenges. And they take ownership of their learning from day one through our peer and student-led approach – because ALU believes in the power and agency of young people to start shaping the future right now. Together with a world-class faculty and staff, our students are igniting a ripple of positive impact across Africa and the world.

We are dedicated to fostering an open yet secure environment, balancing the safety of students, staff, and visitors with respect for individual rights, and safeguarding responsibilities.

HOW WE WORK

The ALU Team works in starkly different ways to traditional academic bureaucracies. We approach education from first principles, empower individuals to design, test, and implement creative new ideas, and work closely together to craft transformative learning experiences. We are deeply passionate about our students and excited by the challenge of building something entirely new.

The African Leadership University team is committed to ensuring the safety and Well-being of all students under our care. As part of this commitment, we have a comprehensive safeguarding policy in place, which outlines our Zero-tolerance approach to any violation of safeguarding.

ABOUT THE ROLE

As an IT Coordinator you will be a reference point for all IT related queries at the user level, responding to user needs in a timely manner and ensuring the optimal running of all IT systems and network, among other technical duties. You will also be responsible for the day-to-day maintenance of the computers and network systems in operation, including tasks and support queries related to identifying and troubleshooting hardware and software issues and Level 1 & 2 issues resolution or escalation. You will be expected to mentor less experienced support team members (Interns & Agents). Your scope will include on campuses and remote sites. You will be required to be on campus for support and carry out weekly checks of the classrooms to ensure all tech equipment is working.

You are expected to display good interpersonal skills as you will interact with students & staff from various departments, over the phone/google meet/slack. You are required to listen to their technical needs, understand their problems and provide solutions and or escalate to L3 and Manager as applicable.

RESPONSIBILITIES

• Provide L1 & L2 support in person or via Google Meet & Slack to staff & students on campuses and remote locations.
  Support will cover but is not restricted to:
• L1 & 2 Support ticket queue management
• Managing tickets through their full-service lifecycle using the service desk ticketing system
• Ensuring tickets are updated and clients are kept fully informed of progress within specified SLAs
• Support for Microsoft Windows, Linux  & Mac operating systems (all current versions)
• L1 & 2 System and application support
• Support for Google Workspace applications, Office 365 and general desktop/application support, AWS
• Desktop PC/Laptop installation/Mobile configuration
• Providing password resets for staff and students on campus
• L1 Hardware support
• Laptop/CCTV troubleshooting prior to engaging vendors for warranty
• Peripherals support including printers, projectors,webcams  and any other tools used for daily campus operations falling under the technology umbrella.
• Monitoring
• Responding to network system alerts and contacting managed service providers
• Proactively tracing alerts with a view to prevent customer impacting issues occurring
• Lead and mentor a team of Tech Support Agents  and Interns
• Door security system, access cards & CCTV support 
• Equipment stock management.

REQUIREMENTS

The basics

• Bachelor's degree in Computer Science or equivalent experience
• At least 3-4 years experience in computer networks and systems maintenance.
• CompTIA A+, Network +, CCNA, MCP, MCSA, and MCSE certifications, and/or several years of real world experience
• Knowledge of a wide range of computer systems software, applications, hardware and networks
• Proficiency in Windows, Linux and Mac operating systems
• Experience securing computer networks and systems
• Possess good technical, logical thought process and problem-solving skills
• Strong attention to detail and a sense of urgency.
• Communicating complex information to a non-technological audience
• Technical documentation
• Fluent in English

What gets us excited

• 4 years or more experience in a similar role
• Professional Google Workspace Administrator certification and experience
• AWS Certification and experience will be a plus
• Proficiency in a programming language and/or a scripting language
• Good working knowledge of enterprise switches, firewalls, and using the CLI.
• Knowledge in security protocols and database systems