The Senior Regional GTS Specialist will be based in the Africa regional office in Nairobi and He/ she will perform IT related duties in support of the RTI Africa and MENA regions. He/ she will be required to offer IT support in the Nairobi office, first level IT support for projects that do not have IT personnel and also handle escalations from project IT Specialists in the Africa and MENA regions.
The Senior Regional GTS Specialist is required to possess significant technical expertise and excellent communication skills. He/ she must also be persistent in ensuring compliance with RTI IT policies, guidelines, regulations and technical aspects. This position reports directly to the Senior Regional GTS Manager – Africa and MENA.
Senior Regional GTS Specialist Responsibilities include:
To provide support in matters related to PCs and its peripherals (Windows 10, Mac OSX, Microsoft Office 2016, Office 365, McAfee Suite, Adobe products, etc.)
To ensure computer operating system (Windows PCs/ Mac OSX) and other software is maintained and that patches are promptly applied on all computers
To ensure anti-virus software is installed and that both the engine and signature files are kept up-to-date
To ensure information is backed up and maintained in accordance with RTI policies and procedures.
To Provide user support on hardware, networking and software related issues.
Configuring and troubleshooting laptops / desktops / printers/ scanners
To provide high level support for Windows 2008, Windows 2012 and Windows 2016 Servers in the region
To ensure Windows Server and other software are maintained and that patches are promptly applied on all servers
To ensure data/ information is backed up and maintained in accordance with RTI policies and procedures
To ensure antivirus is installed and that both the engine and signature files are up-to-date
To monitor the servers to ensure smooth running
To troubleshoot any issues occurred on the servers
Maintain network infrastructure including Internet connections, perimeter equipment, Network switches, Wireless access points, Printers, Cisco IP phones etc.
Setting up, maintaining, and supporting the IT infrastructure for additional project offices as they are established in the region.
Assist with technical specifications, budget, and forecast the IT requirements for project offices and coordinate the procurement for the same.
Supervise the performance of project IT Specialists, IT consultants or any local IT firms contracted to support the project offices. Where a project does not have an IT resource, it is expected that the job holder will provide first level IT support remotely from the regional office.
Follow up on warranty claims for IT equipment.
Maintain proper inventory of IT equipment for the project offices.
Ensure compliance with RTI Information Security policies, procedures and standards and train other project staff on IT policy.
Required Education & Experience
degree in Information Technology, Information Systems, Computer Science and 6
years of experience or Bachelor’s degree in Information Technology, Information
Systems, Computer Science or any other related certification and 10 years of
relevant experience in IT support
- Management Information Systems
(MIS) Trainings Preferred
- Multiple countries support
- Those with User Training
experience highly desired
- Proficient in Microsoft Office
2016, Office365 and Windows 10/Mac OSX in a domain environment
- Ability to work with remote
access tools like Team Viewer, Windows Remote Desktop, etc.
- Ability to troubleshoot and
provide higher level support for common hardware, software and network
- Ability to meet deadlines and
adjust to fast changing priorities
- Ability to follow instructions
and work autonomously, but also able to recognize when you are in over
- Ability to quickly gain new
skills and knowledge when faced with new challenges
- Ability to work well under
- A customer service oriented
- Aware of the ethical and
professional standards of IT personnel
- Pays attention to detail
- Excellent verbal and written
- Ability to ask appropriate,
relevant questions and get information in order to diagnose computer
problems and discern what level of support is needed when a problem is
- Is a team player
- Able to show respect to all
cultures and work in a culturally diverse environment
Expectations for Support
He/ she is expected to work during normal
business hours though there may be some occasions where his/her supervision
and/or assistance will be needed outside of work hours. To the greatest extent
possible this need will be communicated to him/her in advance and personal
obligations will be respected and honored as much as possible. Flexibility and willingness to help meet
critical project timelines and deliverables is considered important. Limited
travel within the region.
above information on this description has been designed to indicate the general
nature and level of work performed by employees within this classification. It
is not designed to contain or be interpreted as a comprehensive inventory of
all duties, responsibilities, and qualifications required of employees assigned
to this job.