ICT Support Specialist

About Imagine Worldwide

All children have immense potential, but hundreds of millions don’t have access to the learning they need. Imagine Worldwide’s mission is to empower millions of children across Sub-Saharan Africa with the literacy and numeracy skills they need to reach their full potential. We provide an innovative education technology solution and implementation model to the global literacy/numeracy learning crisis using the onebillion application and various toolkits and systems to support implementation. Nine Randomized Controlled Trials (RCTs) across multiple countries and settings have shown dramatic learning gains, increased school attendance, and gender parity, all for less than $7 per child per year.

Imagine Worldwide partners with governments, organizations, and communities to provide child-directed, tablet-based learning that is accessible, effective, and affordable. We are a California-based (United States) nonprofit organization operating across seven Sub-Saharan African countries. Learn more on our website.

Role Overview

The ICT Support Specialist will be responsible for providing technical support to Imagine Worldwide staff and in-country partners, with a primary focus on maintaining stable internet connectivity in schools and managing internal IT systems. This role reports directly to the Director of ICT and is crucial for the successful execution of our digital learning programs. The Specialist will ensure that all ICT infrastructure is operational, secure, and supports the organizational mission effectively.

The Specialist will be the primary implementer of connectivity and IT support strategies defined by the Director of ICT and other stakeholders, ensuring that technical operations are aligned with organizational goals and security standards.

Key Responsibilities

Connectivity Support for Countries and Schools 

The Specialist will ensure robust and reliable internet and network connectivity for our country offices and school-based programs, which often operate in challenging, remote environments.

• Provide remote and on-site technical assistance for network-related issues in country offices and project schools.
• Monitor and maintain the health of school-based ICT infrastructure, including routers, access points, and local area networks (LANs).
• Coordinate with local Internet Service Providers (ISPs) and in-country technical partners to resolve connectivity outages and optimize network performance.
• Implement and document network configuration changes as directed by the Director of ICT.
• Travel to project sites in various African countries may be required from time to time and not exceeding 40% of the time.

Internal IT Support and End-User Training 

The Specialist will serve as the first point of contact for internal staff technical issues and will contribute to the digital literacy of the team and partners.

• Provide helpdesk support for all Imagine Worldwide staff, troubleshooting issues related to hardware (laptops, mobile devices), software (cloud-based tools like Google Workspace), and operating systems (Windows, macOS).
• Manage the setup, deployment, and inventory of IT assets for new and existing employees.
• Develop and deliver training sessions and materials for staff and partners on essential IT tools, security best practices, and new system deployments.
• Document technical solutions and create a knowledge base for common user problems and execution procedures.
• Support the Director of ICT in implementing organization-wide IT policies.

Systems Administration

The Specialist will assist with the maintenance of core organizational ICT systems under the supervision of the Director of ICT.

• Assist in the administration of cloud-based platforms, including user accounts, access permissions, and security settings.
• Perform routine system updates, patching to ensure data integrity and security.
• Monitor system performance and security logs to proactively identify and address potential issues.
• Support the Director of ICT in managing and updating file repositories
• Collaborate with other stakeholders to maintain accurate inventory of all software licenses and hardware assets.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
• Minimum of 5 years of professional experience in an IT support or system administration role, preferably within a non-profit organization operating across  Africa.
• Proven hands-on experience in managing and troubleshooting network equipment (Routers, Switches, Firewalls, Access Points), including understanding of TCP/IP, DNS, DHCP, and VPNs.
• Strong proficiency in administering and providing end-user support for cloud productivity suites, such as Google Workspace.
• Excellent technical problem-solving skills and the ability to clearly communicate complex technical information to non-technical users.
• Experience in developing and delivering end-user training.

Specific skills (required)

• Relevant IT certifications (e.g., ITIL, CompTIA Network+, CCNA, Google/Microsoft Certified: Modern Desktop Administrator).
• Experience with satellite and other last mile connectivity deployments common in remote African settings.
• Knowledge of APN setup and industrial 4G/5G router configuration
• Working knowledge of IT security best practices and data privacy regulations.
• Fluency in a second relevant language (e.g., French, Swahili) is a plus.
• Experience with IT documentation and using ticketing systems for helpdesk management.

Compensation & Benefits

Salary is competitive and commensurate with experience.

Location

The role is fully remote but must be based on the African continent. International travel to field sites will be required at least every second month, or up to once a month.

Applications are reviewed on a rolling basis

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Imagine Worldwide is proud to be an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.