IT Specialist

• About the role
• The IT Specialist owns EIDU’s IT and device operations across Kenya and Nigeria. The role has two halves: making sure staff have reliable, secure technology and the right access to our systems, and making sure the smartphones used by teachers and field staff are well chosen, well supported and quickly repaired.
• A core part of the job is building systems (self-help, field triage and structured ticketing) so that most device issues are resolved without reaching you. The role reports to the Chief of Staff in the Office of the COO.
• Responsibilities
• Staff IT and security
• Manage staff laptops and smartphones: setup, device management, endpoint security, patching, inventory and repairs.
• Resolve staff IT issues and build a simple knowledge base for self-service.
• Run basic security hygiene and staff awareness, escalating complex incidents to external partners.
• Systems and access
• Own user access across Google Workspace, Personio, Slack, Metabase, the EIDU app console and other tools. This covers joiners, role changes and leavers, plus regular access reviews against agreed rules.

Qualifications & Experience:

• 5+ years in IT support, systems administration or IT operations, including Tier 2 support.
• Experience designing support processes: tiered models, escalation, ticketing and self-help.
• Experience with device lifecycle and asset management, including repairs, warranties and replacement cycles, and managing vendors against service levels.
• A degree in IT, computer science or a related field, or equivalent experience.

Skills & Competencies:

• Requirements
• Strong Google Workspace administration, including identity, MFA and access control.
• Strong Android smartphone troubleshooting and diagnostics, plus Windows and macOS support.
• Working knowledge of networking fundamentals and endpoint security.
• You explain technical issues clearly to non-technical colleagues.
• You are trustworthy and discreet with sensitive data and system access.