IT Support Specialist

IT Support Specialist (LRS) - Vacancy Number Z24252 - Based in Harare, Zimbabwe

CIMMYT is a cutting edge, non-profit, international organization dedicated to solving tomorrow’s problems today. It is entrusted with fostering improved quantity, quality, and dependability of production systems and basic cereals such as maize, wheat, triticale, sorghum, millets, and associated crops through applied agricultural science, particularly in the Global South, through building strong partnerships. This combination enhances the livelihood trajectories and resilience of millions of resource-poor farmers, while working towards a more productive, inclusive, and resilient agrifood system within planetary boundaries. CIMMYT is a core CGIAR Research Center, a global research partnership for a food-secure future, dedicated to reducing poverty, enhancing food and nutrition security and improving natural resources.

For more information visit, https://cimmyt.org 

We are seeking a a hands-on, service-oriented and detail-oriented IT professional with relevant experience in the IT support area, to provide first-level support to IT incidents to the staff based in CIMMYT’s office in Zimbabwe. This is a nationally recruited position and is open to all Zimbabweans with excellent academic records and relevant experiences. This position is key to ensure a continued operations in Zimbabwe’s office by fixing first-level hardware and software malfunctions, or by escalating those situations when required. This also includes training and support activities to ensure the proper operation of CIMMYT’s ERP.

This KMIT staff will work in a network of experts to guarantee high quality service provision across CIMMYT’s Regional Offices and Stations.

Duties and Responsibilities:

1. Diagnose, resolve and/or escalate problems in response to IT users reported incidents.
2. Research, evaluate, and provide feedback on problematic trends and patterns in IT users support requirements.
3. Educate coworkers about network security and best practices for computer usage.
4. Utilize a ticketing system to log and track support requests, ensuring accurate and up-to-date documentation of incidents and resolutions.
5. Install, configure, troubleshoot, and maintain IT users' hardware and software, including firstlevel support to ERP-related problems.
6. Analyze network load in Regional Office IT Infrastructure.
7. Monitor network capacity and performance.
8. Train final users in the basics of CIMMYT’s ERP operation.
9. Execute related activities as assigned by immediate supervisor.
10. Perform additional/other duties, as may be assigned by the supervisor and CIMMYT management.

Required academic qualifications, skills, and attitudes: