1. IT SUPPORT & INFRASTRUCTURE MANAGER

Reports to: Director of ICT department

Age Limit: 40

• Being a Rwandan by Nationality;
• Having a Bachelor degree in computer science (or) Information Technology (or) Electrical (or) related field 
• Having ITIL or COMPTIA A+ or MCITP or CCNA certification;
• Experience: 4 years’ experience at similar position level 

Skills& knowledge

• Familiarity with network monitoring tools
• In-depth knowledge of IT support best practices, including ITIL frameworks.
• Familiarity with Microsoft Windows, macOS, Active Directory, Office 365, networking basics, and hardware troubleshooting.
• Proficient in electrical design and diagnostic tools.
• Problem-Solving: Proven ability to troubleshoot and resolve technical issues efficiently.
• Communication: Able to clearly explain technical issues and collaborate with internal and external stakeholders.
• Ability to constantly deliver quality and value;

Key responsibilities

• Develop and enforce IT support policies, procedures, and standards.
• Ensure the Head Office and branches IT equipment and electrical is well-supported and meets operational needs.
• Ensure the reliability, availability, and performance of LAN, wireless, VPN, and other branch network infrastructure. And work closely with ISPs for network restoration.
• Lead and manage the team, including hiring, training, and performance management.
• Oversee the installation, configuration, and maintenance of PCs, OS, switches, routers and other endpoint devices.
• Maintain users’ data backups.
• Oversee day-to-day IT support operations, ensuring timely and effective resolution of user issues.
• Monitor and report on IT support metrics (SLAs, ticket volume, response/resolution times).
• Maintain IT asset inventory and ensure software/hardware compliance.
• Collaborate with other IT teams (Security, Data Center and IT operations) to ensure smooth service delivery.
• Ensure effective onboarding/offboarding IT processes for employees.
• Coordinate IT support for system upgrades, rollouts, and office moves.
• Implement a desktop computer “tool box” that enables all user departments to easily collaborate on virtual system-wide teams without any specific knowledge of other team members’ desktop environment.
• Develop and maintain documentation, including electrical schematics, support manuals, and service logs.
• Participate in project planning, implementation, and commissioning of electrical systems.
• Conduct root cause analysis of recurring electrical problems and implement preventive solutions.
• Monitor and ensure compliance with electrical safety standards, codes, and regulations.
• Recommend upgrades and improvements to electrical systems for enhanced reliability and performance.
• Coordinate the troubleshooting and resolution of complex electrical issues.
• Identify recurring problems and implement proactive solutions.
• Manage vendor relationships and service contracts related to the responsibilities.
• Maintain documentation for support processes and user guides.
• Stay current with industry trends and recommend improvements.
• To perform any other duties as may be assigned by the Director of the Department

• Ensure Network & Systems Availability
• Ensure effective IT Support 
• Ensure the proper functioning and maintenance of IT equipment
• Adhere to IT security policies and audit requirements.
• Maintain regularly Documentation & Reporting
• Ensure Business Continuity & Risk Management