Job Title: IT Coordinator
Organization: d.light
Duty Station: Kampala, Uganda
About Organisation:
d.light is a global leader and pioneer in delivering affordable solar-powered solutions designed for the two billion people in the developing world without access to reliable energy. d.light provides distributed solar energy solutions for households and small businesses that are transforming the way people all over the world use and pay for energy.
Job Summary: The IT Coordinator will be responsible for maintaining d.light’s information technology systems and networks. The role holder will perform both technical and administrative tasks to ensure the functionality and efficiency of the computer, telephony, and cloud systems.
Key Duties and Responsibilities:
- Define & follow through on all IT-related project deliverables to support the company’s business needs. Such activities will include:
Network and Infrastructure Management:
- Manage and maintain the company’s technological equipment, including computers, tablets, smartphones, networks, and telephony systems.
- Monitor system and network performance to maintain 99.9% uptime, and ensure performance as per approved SLAs.
- Configure and manage LAN/WAN infrastructure and TCP/IP protocols.
- Perform troubleshooting, repairs, and data restoration.
Software and Systems Management:
- Manage and maintain the company’s suite of software, including the Google Workspace Office suite, Call Center systems, and Atlas CRM.
- Install and configure software and hardware (OS’, printers, network cards, etc.).
- Maintain licenses and upgrade schedules.
- Perform regular system maintenance activities, including backups.
User Support and Operations:
- Provide technical support or training for systems and networks.
- Act as a link between end-users and higher-level support.
- Manage Help Desk tickets, ensuring timely response and resolution of issues as per set SLAs
- Overall responsibility for business systems availability, providing real-time visibility to key business stakeholders via [mention specific tools/dashboards].
- KPIs
Systems Uptime:
- Achieve and maintain 99.9% systems uptime for all critical business systems.
Internal Customer Satisfaction:
- Achieve an average internal customer satisfaction rating of 4.5 out of 5 based on feedback surveys or ticketing system feedback.
Help Desk Ticket Management:
- First-level resolution rate: Achieve a minimum of 95% first-level resolution for Help Desk tickets.
- Mean Time to Resolve (MTTR): Maintain an average MTTR of 4 hours or less for all Help Desk tickets.
- Number of tickets per month: Track and report on the volume of tickets to identify trends and potential areas for improvement.
Mean Time to Repair (MTTR) for Infrastructure Issues:
- Maintain an average MTTR of 2 hours or less for critical infrastructure issues (e.g., network outages, payment provider outages, telephony outages, SMS outages, server failures).
Qualifications, Skills and Experience:
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- At least three years of experience as an IT Coordinator, IT Support Specialist, or a similar role.
- Proven experience in network management, including LAN/WAN configuration and TCP/IP protocols.
- Strong experience in Help Desk support and ticketing systems (e.g., Jira Service Desk, Zendesk).
- Solid knowledge of IT systems and applications, including:
- Operating systems (Windows, Mac OS, Linux)
- Office suites (Microsoft Office 365, Google Workspace)
- CRM systems (e.g., Salesforce)
- ERP systems (e.g., MBC)
- Cloud platforms (e.g., AWS, GCP, etc)
- Call Center technology and telephony systems
- Ability to troubleshoot and resolve hardware, software, and network issues efficiently.
- Strong understanding of business continuity and disaster recovery planning.
- Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
- Strong problem-solving and critical-thinking skills.
- Great attention to detail and excellent organisational and coordination abilities.
- Adaptability and the ability to work in a fast-paced environment.
- Relevant certifications (e.g., CompTIA A+, Network+, CCNA, ITIL) are a plus.
How to Apply:
All candidates should apply online at the link below.
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Level of Education: Bachelor Degree
Work Hours: 8
Experience in Months: 36