ROLE PURPOSE:

To support and enhance the organization's technological infrastructure by providing efficient and effective IT solutions, services, and support. This includes maintaining hardware and software systems, troubleshooting technical issues, implementing new technologies, and ensuring the security and integrity of the organization's data and IT assets. The primary goal is to optimize IT functionality, enhance productivity, and contribute to the overall success of the organization through innovative and reliable IT solutions.

RESPONSIBILITIES 

• Install and configure computer hardware operating systems and applications, monitor and maintain computer systems and network.
• Provide daily technical support to staff and students to keep computers running smoothly.
• Provide technical support on Audio Visual systems used for digital learning in classrooms and setting up online meetings using Microsoft Teams, Zoom, Cisco Webex, etc.
• Support and administer institutional digital systems such as Moodle, SIS, booking platforms, and internal websites, ensuring reliable operation and quick issue resolution.
• Manage users, groups, licenses, and devices through Microsoft 365, Azure AD, and Intune, maintaining security and compliance.
• Maintain and configure on‑premises infrastructure including local servers, Active Directory, DNS, VLANs, routers, print servers, switches and storage systems, ensuring a stable and secure IT environment.
• Talk to staff or students through a series of actions, either face-to-face, via remote sessions or over the phone, to provide technical support and assistance, including troubleshooting hardware and software issues, resolving technical problems, and providing guidance on the use of ICT systems and applications.
• Troubleshoot system, printers, and network problems, diagnosing and solving hardware or software faults and replace parts as required.
• Provide support, including procedural documentation and relevant reports, follow diagrams and written instructions to repair a fault or set up a system.
• Support the roll-out of new applications, set up new users' accounts and profiles and deal with password issues, respond within agreed time limits to call-outs.
• Conduct regular backups of critical data and implement disaster recovery plans to minimize data loss and downtime in the event of system failures or disasters.
• Provide support to the ICT Manager on projects from inception to completion, including defining project objectives, developing project plans, allocating resources, and monitoring project progress.
• Ensuring all ICT assets are logged and tracked efficiently. 
• Provide training and support to staff members on ICT-related topics, including IT security awareness, software applications, and new technologies and develop users how to use as required. 
• Collaborate with internal teams and external vendors to identify ICT requirements, procure ICT equipment and services, and ensure the delivery and implementation of ICT solutions in a timely manner.
• Evaluate and recommend new technologies, tools, and solutions to improve the efficiency, effectiveness, and security of ICT systems and infrastructure.
• Conduct fibre optic work as needed such as fibre troubleshooting, splicing and termination to extend and maintain the organization's fibre optic network infrastructure.

Required QUALIFICATIONS

• Bachelor’s Degree in ICT related field.
• Proven Experience in providing ICT support.
• Problem-solving skills.
• Wide knowledge of IT systems 

SKILLS, KNOWLEDGE, AND ABILITIES:

• Minimum 3 years working as end users ICT support.
• Excellent listening and questioning skills combined with the ability to interact confidently with users to identify the problem and explain the solution.
• Ability to live on RICA campus for extended periods.
• Ability to stay calm under high pressure.
• Experience in Office 365 application including Microsoft Teams
• The ability to work as a team.
• Ability to manage Audio Visual systems.
• The ability to prioritize workload.
• Able to find the root cause of the issues and detail oriented.

• Install and configure computer hardware operating systems and applications, monitor and maintain computer systems and network.
• Provide daily technical support to staff and students to keep computers running smoothly.
• Provide technical support on Audio Visual systems used for digital learning in classrooms and setting up online meetings using Microsoft Teams, Zoom, Cisco Webex, etc.
• Support and administer institutional digital systems such as Moodle, SIS, booking platforms, and internal websites, ensuring reliable operation and quick issue resolution.
• Manage users, groups, licenses, and devices through Microsoft 365, Azure AD, and Intune, maintaining security and compliance.
• Maintain and configure on‑premises infrastructure including local servers, Active Directory, DNS, VLANs, routers, print servers, switches and storage systems, ensuring a stable and secure IT environment.
• Talk to staff or students through a series of actions, either face-to-face, via remote sessions or over the phone, to provide technical support and assistance, including troubleshooting hardware and software issues, resolving technical problems, and providing guidance on the use of ICT systems and applications.
• Troubleshoot system, printers, and network problems, diagnosing and solving hardware or software faults and replace parts as required.
• Provide support, including procedural documentation and relevant reports, follow diagrams and written instructions to repair a fault or set up a system.
• Support the roll-out of new applications, set up new users' accounts and profiles and deal with password issues, respond within agreed time limits to call-outs.
• Conduct regular backups of critical data and implement disaster recovery plans to minimize data loss and downtime in the event of system failures or disasters.
• Provide support to the ICT Manager on projects from inception to completion, including defining project objectives, developing project plans, allocating resources, and monitoring project progress.
• Ensuring all ICT assets are logged and tracked efficiently.
• Provide training and support to staff members on ICT-related topics, including IT security awareness, software applications, and new technologies and develop users how to use as required.
• Collaborate with internal teams and external vendors to identify ICT requirements, procure ICT equipment and services, and ensure the delivery and implementation of ICT solutions in a timely manner.
• Evaluate and recommend new technologies, tools, and solutions to improve the efficiency, effectiveness, and security of ICT systems and infrastructure.
• Conduct fibre optic work as needed such as fibre troubleshooting, splicing and termination to extend and maintain the organization's fibre optic network infrastructure.

• Excellent listening and questioning skills combined with the ability to interact confidently with users to identify the problem and explain the solution.
• Ability to live on RICA campus for extended periods.
• Ability to stay calm under high pressure.
• Experience in Office 365 application including Microsoft Teams
• The ability to work as a team.
• Ability to manage Audio Visual systems.
• The ability to prioritize workload.
• Able to find the root cause of the issues and detail oriented.

• Bachelor’s Degree in ICT related field.
• Proven Experience in providing ICT support.
• Problem-solving skills.
• Wide knowledge of IT systems