IT Coordinator

mothers2mothers, Cape Town, South Africa

Skill Required:, IT and ICT
Preferred Experience: 
5 years
Closing Date for Applications: 
21st May, 2021

Job Description

Job Description

The overall purpose of this role is to support management of mothers2mothers Information and Communication technologies, with the key aim of ensuring operational performance, capacity, risk management and to deliver excellent ICT service through proactive development, maintenance and support to staff across the organisation.

Key Performance Areas:

Coordinator Responsibilities

  • Support the IT Specialist in proactively defining the IT strategy and monitoring implementation of strategy
  • Support IT Specialist with business process requirements and solutions including shaping technical requirements and oversight of IT projects
  • Provide IT support (including guidance, best practice methodologies and tools) to other departments projects where needed
  • Support IT Specialist with capacity planning and managing IT disaster recovery strategy
  • Liase with IT suppliers: manage, lead and propose
  • Prioritizes and manages several open service requests at one time to ensure a timely turnaround of service requests.
  • Prioritize maintenance of IT systems and platforms, Office 365, Nav, AWS, DPTS systems, etc.
  • Identification of the need for and creation of Standard Operating Procedures (SOPs) for IT-related tasks
  • Support IT Specialist with evaluation of new IT tools and platforms when appropriate
  • Support IT Specialist with identifying new technologies and solutions that could be employed by m2m to improve productivity, decision making and user experience
  • Support IT Specialist with cybersecurity including identification of threat patterns and vulnerabilities

Day to Day Support of Head Office

  • Serve as Administrator on SharePoint and be able to support m2m in using Sharepoint as a common platform
  • Prioritizes and manages several open service requests at one time to ensure a timely turnaround of service requests.
  • Troubleshoots systems and network problems.
  • Diagnoses and solves hardware/software faults in the user environment
  • Set up electronic equipment for employee use and coordinates the IT orientation and on-boarding process for new employees, including capacity building and training on systems.
  • Coordinates the IT and systems exit for all employees leaving m2m
  • Maintains a record of activities and time spent on daily communication transactions; Installation activities, problems and remedial action taken
  • Provides HOD’s with monthly updates of Helpdesk tickets statistics, equipment usage and requirements
  • Identifies software/hardware problems. Proactively referring to the necessary vendor when appropriate
  • Set up electronic equipment for employee use
  • Designs and Facilitates IT systems training as needed
  • Reads technical manuals of all new electronic equipment
  • Creates step by step screenshot guides about topics that users struggle with and creates knowledge base articles; “how to” guides for use by m2m employees
  • Answers users queries regarding computer software and hardware
  • Assesses basic computer skills of m2m staff and provides on the job training where required
  • Maintain Database of all IT related equipment, i.e., purchase dates, users and laptop, etc.

Country Support

  • All of the above Head Office tasks as it applies to Country Offices
  • Assist m2m staff in person or telephonically with all their technology related issues
  • Along with the IT Specialist attend monthly country resource meetings so as to understand the country needs and capacity issues
  • Provide Country Directors with monthly updates of Helpdesk tickets statistics, equipment usage and requirements.

Job Requirements

Qualifications and Experience:

  • Bachelor’s Degree in Computer Science, Information Management or equivalent
  • Min. 5 years Desktop & Network support experience in a relevant field and with the relevant technologies
  • Helpdesk administration and record keeping
  • English communication – verbal and written
  • MS Office 2010/2016/19 package; MS Windows 10 Operating systems; Mac OSX operating systems; Office 2016/2019 Suite for Mac; TeamViewer/RDP/Open SSH Remote desktop/network protocols; Parallels/Hyper-V; Adobe Reader; Zoom/Teams/Skype;  Microsoft DynamicsNAV; Helpdesk Software, Replicon Time Sheet Management, Sage VIP & Premier. Office 365, AWS, Tableau, VPNs, Cloud Hosting and Data Centre environs, Cloud Comms. Project Management, Power BI


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