Company Profile

The Alliance for a Green Remolution in Africa (AGRA) is a partnership of the Bill Melinda Gates Foundation and the UK Department of International Development (DEID) working with African governments, other donors, NGOs, the private sector and African farmers to significantly and sustainably improve the productivity and income of resource poor farmers in Africa. AGRA is registered as a charitable organisation in the US to provide policy advocacy, resource mobilisation functions and programmatic operations will be implemented. AGRA is headquartered in Nairobi, Kenya, and has an office in Accra, Ghana.

Job Description

Primary role:
Ensuring smooth and efficient running of ICT helpdesk support services to the AGRA Accra office.

Duties Performed:
Under the supervision of the Manager, Information Technology Services, the IT Support Technician will;

• Timely and efficient delivery of ICT services to end users ensuring constant response to issues relating to ICT helpdesk services;
• Co-ordinating with other ITS staff to resolve ICT problems as necessary by identifying problems, troubleshooting and providing assistance to users;
• Ensuring IT supported applications are kept up-to-date;
• Updating and maintaining the ITS section of the Intranet;
• Installing new, and maintaining existing computer hardware and software systems;
• Acting as Librarian for software and data backup media;
• Providing IT orientation to new staff and end-user IT training as and when required;
• Performing routine ITS administrative functions;
• Supervising the outsourced IT helpdesk support personnel

Required Skills or Experience

• An Advanced Diploma or degree in Information Systems, Computer Science, Computer Engineering or equivalent technical training with three (3) years work experience in a busy highly customer focused multicultural environment
• Excellent knowledge of MS Office 2012 suite and full familiarity with MS Windows server and desktop operating systems with demonstrated working knowledge of a corporate level helpdesk system
• Good knowledge of MS Windows Active Directory, Exchange Server 2007 and other networking related technologies is necessary
• LAN/WAN Networking, IT systems installation, troubleshooting and maintenance
• Good working knowledge of Asterisk Phone system
• ITIL &/or Microsoft Certified Technology Specialist (MCTS) or CCNA certifications would be an added advantage
• Effective communication with both internal as well as external users and a high degree of confidentiality, honesty and integrity
• Excellent organisational skills with ability to work with minimal or no supervision
• Excellent inter-personal and communication skills
• Highly committed and self-driven