IT Support Professional

Job Posting Organization:
CIMMYT is a cutting-edge, non-profit, international organization dedicated to addressing the challenges of agricultural production systems, particularly in the Global South. Established with a mission to enhance the quantity, quality, and reliability of basic cereals such as maize, wheat, triticale, sorghum, and millets, CIMMYT focuses on applied agricultural science. The organization operates globally, with a strong emphasis on building partnerships that improve the livelihoods of resource-poor farmers. By fostering a more productive, inclusive, and resilient agrifood system, CIMMYT aims to contribute to sustainable agricultural practices within planetary boundaries. For more information, visit cimmyt.org.

Job Overview:
The IT Support Professional position at CIMMYT is designed for a hands-on, service-oriented individual who possesses a keen attention to detail and relevant experience in IT support. The primary objective of this role is to provide first-level support for IT incidents to staff members based in CIMMYT’s office in Zimbabwe. This position is crucial for maintaining the operational efficiency of the office by addressing hardware and software malfunctions promptly or escalating issues when necessary. Additionally, the role involves training and supporting staff to ensure the effective operation of CIMMYT’s ERP system. The ideal candidate will be responsible for diagnosing and resolving IT incidents, thereby ensuring that the staff can work efficiently without prolonged disruptions.

Duties and Responsibilities:
The duties and responsibilities of the IT Support Professional include diagnosing and resolving escalated IT incidents and problems reported by users, ensuring timely and effective resolution. The professional will research, analyze, and provide feedback on recurring issues, trends, and patterns in IT user support requirements. They will install, configure, troubleshoot, and maintain IT users’ hardware, operating systems, applications, and peripheral devices in accordance with organizational standards. Utilizing an approved ticketing system, the professional will log, track, and document all IT support requests, ensuring accurate and up-to-date records of incidents, actions taken, and resolutions. Furthermore, they will analyze network load, utilization, and performance in the Zimbabwe Office IT infrastructure to identify bottlenecks, risks, or capacity constraints. Educating staff on network security" style="border-bottom: 1px dotted #007bff !important;">security awareness, data protection, and best practices for effective computer usage is also a key responsibility. Based on operational needs, the IT Support Professional may provide IT support to other country offices within the region and perform any other IT-related duties as assigned by their immediate supervisor.

Required Qualifications:
Candidates must possess a Bachelor's degree in Computer Science, Information Technology, or a related field, or have equivalent experience. Relevant certifications such as CompTIA A+, Microsoft Certified IT Professional (MCITP), Cisco Certified Network Associate (CCNA), or Google IT Support Professional Certification are highly appreciated. Additionally, candidates should have at least 4 years of experience in IT support or a related field, with a proven track record in diagnosing and resolving escalated problems in response to IT user-reported incidents. Experience in monitoring and troubleshooting network connectivity and resolving network problems is essential. Familiarity with institutional information technology support policies and procedures is also required, along with proficiency in Windows operating systems. Knowledge of macOS and Linux will be considered an additional advantage, as will familiarity with office productivity software.

Educational Background:
The educational background required for this position includes a Bachelor's degree in Computer Science, Information Technology, or a related field. Candidates with equivalent experience in IT support may also be considered. Relevant certifications such as CompTIA A+, Microsoft Certified IT Professional (MCITP), Cisco Certified Network Associate (CCNA), or Google IT Support Professional Certification are highly regarded and can enhance a candidate's profile.

Experience:
The position requires at least 4 years of experience in IT support or a related field. Candidates should have substantial experience in diagnosing and resolving escalated problems that arise from IT user-reported incidents. Additionally, experience in monitoring and troubleshooting network connectivity and resolving network issues is crucial for this role. Familiarity with institutional IT support policies and procedures is also expected, along with a strong understanding of various operating systems and network protocols.

Languages:
While the job description does not specify mandatory languages, proficiency in English is likely essential given the international nature of CIMMYT and its operations. Additional languages may be beneficial but are not explicitly required.

Additional Notes:
This is a nationally recruited position open to all Zimbabweans with excellent academic records and relevant experiences. The role is key to ensuring continued operations in CIMMYT’s Zimbabwe office. Benefits for this position include private health insurance, a pension plan, paid time off, and opportunities for training and development. The position is full-time and focuses on providing essential IT support to enhance the operational capabilities of the organization.