Remote Job Opportunity: Regional Technical Support Specialist at Internews

Internews is offering a job opportunity as a Regional Technical Support Specialist to join the team remotely in Kenya or in Jordan for 2022. 

Network Configuration, Monitoring & Maintenance:

• Assist with project office IT infrastructure setup and maintenance.
• Install and update applications to project office servers and end user devices as requested.
• Initiate third party vendor support requests if required.
• Work under the direction and with the assistance of HQ IT staff to maintain Internews business systems.
• Perform data recovery as needed and implement disaster recovery procedures.
• Contribute to documentation related to company procedures.
• Maintain physical environment for network hardware.
• Assist with off-hours emergencies and time-sensitive issues when required.
• Provide first level support for Internews project office IT infrastructure.

End User Support:

• Provide technical support for Internews staff globally.
• Monitor and maintain client issues using Internews help desk system.
• Set up and configure end user desktop, laptop, and mobile computing devices to Internews HQ standard.
• Assist with off-hours emergencies and time-sensitive issues when required.
• Provide support and set-up assistance with mobile devices.
• Learn new tools and best practices and adapt quickly to better support end users.
• Train and support new and existing staff with the use of core technologies such as Teams, OneDrive, Outlook, Egnyte, conferencing tools, and other applications supported by Internews.
• Take a lead role in ensuring the adoption and proper use of collaboration tools in accordance with best practices set by Technology department.

Departmental Administration and People Skills:

• Assist with tracking software, hardware, and licensing inventory.
• Provide strong, clear, and concise written and verbal communication to colleagues and customers.
• Build appropriate rapport and have a positive and professional working relationship with co-workers and consultants.
• Manage crisis situations using excellent communication with affected staff and management.
• Respond to support requests with a professional and friendly tone.
• Provide daily reports to Information Technology Manager.
• Respond to support requests with an appropriate sense of urgency.
• Ask questions quickly from HQ when assistance is needed.
• Work within Internews approved communication tools.
• Actively participate in testing new software and hardware as requested by the Information Technology Manager.
• Follow procedures precisely and thoroughly.
• In all duties, demonstrate an understanding of and commitment to upholding Internews' Core Values.

1. Fluent in English.
2. Fluent in French or Arabic.
3. Extensive knowledge of Windows 10, 11, and Mac OS.
4. Highly proficient in Microsoft 365 Suite.
5. Proficient in use of Office 365 applications and administration tools, including but not limited to: Outlook, Teams, Word, Excel, Forms, SharePoint, 2FA, and Admin Consoles.
6. Mobile phone/mobile device configuration and support experience.
7. Familiarity with computer systems from end user perspective.
8. Broad knowledge of computer hardware, network operations and maintenance.
9. Knowledge of telecommunications systems.
10. Knowledge of emerging technology trends.
11. Knowledge of computer software applications.
12. Willingness to continue developing professional skills that benefit Internews and the individual.
13. Detail oriented, with demonstrated ability to follow all policy and procedures.
14. Consistent, reliable high-speed Internet connection.

About Internews:

Internews, an international nonprofit organization, operates with administrative centers in California, Washington DC, London and Paris, as well as regional hubs in Bangkok and Nairobi. Formed in 1982, Internews has worked in more than 100 countries and currently has offices in Africa, Asia, Europe, the Middle East, Latin America and North America.

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