Position: ICT Technician - Customer Services

Application Deadline: August, 01/2023

The International Livestock Research Institute (ILRI) seeks to recruit an ICT Technician – Customer Services to respond to customer requests by diagnosing, resolving problems and supporting the ongoing technology needs by providing Level 1 and 2 help desk support. 

The International Livestock Research Institute (ILRI) works to improve food and nutritional security and reduce poverty in developing countries through research for efficient, safe and sustainable use of livestock. It is the only one of 15 CGIAR research centers dedicated entirely to animal agriculture research for the developing world. Co-hosted by Kenya and Ethiopia, it has regional or country offices and projects in East, South and Southeast Asia as well as Central, East, Southern and West Africa. www.ilri.org.

Key Responsibilities:

• First point of contact and day-to-day technical support to end users;

• Responds to Level 1 and 2 support requests via multiple sources such as phone and e-mail

• Enters call data into the tracking system;

• Provides user access service;

• Diagnoses problems by evaluating multiple options;

• Develops checklists and scripts for resolving routine problems;

• Escalates problems when necessary;

• Interacts with clients in a courteous and professional manner;

• Documents problem status and resolution in tracking log;

• Coordinates the deployment of new or upgraded images, software and hardware for multiple clients;

• Configures and installs desktop PCs, peripheral equipment, laptops and other mobile devices;

• Follows established procedures for performing configuration changes, updates and upgrades;

• Performs minor repairs to hardware, software, and peripheral equipment, following design or installation specifications;

• Provides on-going support of client technology;

• Provides technical support to meetings that include video conferencing;

• Monitors and communicates system status;

• Diagnoses and resolves client workstation and mobile device hardware and software issues;

• Creates temporary solutions until permanent solutions can be implemented;

• Assists systems, programming, and vendor professionals, as needed to resolve problems;

• Collaborates in the development of service-level objectives and takes steps to meet or exceed targets;

• Explains service procedures to clients;

• Follows up in a timely manner to ensure customer satisfaction;

• Keeps performance metrics;

• Identifies recurring and potential problems and notifies team members;

• Recommends procedures and controls for service improvements;

• Recommends ideas for improving queue time, abandoned call rates and first contact resolution;

• Maintains passwords and users credentials to assure systems security and data integrity;

• Adheres to the integrity of controls, regulations and guidelines;

• Creates, modifies and reviews documentation of issues resolutions;

• Documents solutions to common problems and responses to frequently asked questions;

• Creates and submits documented resolution to Knowledge Base;

• Maintains IT inventory management for all IT equipment and/or software in accordance with company policy and procedures;

• Alerts team members about recurring problems;

• Communicates updates on issues in a timely manner to ensure client satisfaction and productivity;

• Communicate suggestions on backup and recovery procedures;

• Makes suggestions for the design of a standard set of integrated products (standard image) by recommending hardware and software products to meet client requirements;

• Recommends products to clients by understanding needs and referring to corporate standards list;

• Participates in integration and user acceptance testing;

• Provides input during project planning and requirements phase;

• Perform any other related duties as may be required.

Academic and professional qualifications:

Education:

• BSc degree in Computer Science, Information Systems or other related field 

• Diploma from a recognized university/college in Computer Science, Information Systems or other related field

• Knowledge in relevant fields and relevant technical training

• Proficiency in the use of office/business applications

Experience:

• BSc degree with two years of relevant experience

• Diploma with five years of relevant experience 

Skills:

• Demonstrated working knowledge of basic to moderately complex hardware and software products and problem-solving / diagnostic skills

Duty Station: Addis Ababa, Ethiopia

Grade: HG 12

Minimum Base Salary: Birr 31,313 per month (negotiable depending on the salary history of the candidate)

Terms of appointment: This is a National Staff (NS) position, initial appointment is for three years with the possibility of renewal, contingent upon individual performance and the availability of funding. The ILRI remuneration package for nationally recruited staff in Ethiopia includes a very competitive salary and benefits such as life and medical insurance, an offshore pension plan, etc. The ILRI campus is set in a secure, attractive campus in Addis Ababa. Dining and sports facilities are located on-site.

How to apply

Applicants should provide a cover letter and curriculum vitae; names and addresses (including telephone and email) of three referees who are knowledgeable about the candidate’s professional qualifications and work experience to be included in the curriculum vitae.

The position and reference number: REF: SD/ICT/14/23 should be clearly indicated in the subject line of the cover letter. All applications are to be submitted online on our recruitment portal using THIS LINK on or before 1 August 2023.

We thank all applicants for their interest in working for ILRI. Due to the high volume of applications, only shortlisted candidates will be contacted

ILRI does not charge a fee at any stage of the recruitment process (application, interview meeting, processing or training).

Suitably qualified women are particularly encouraged to apply.