ICT Support Specialist

Imagine Worldwide

ICT Support Specialist providing technical support to staff and partners for digital learning initiatives in Africa. Ensuring robust ICT infrastructure and support strategies for effective educational programs.

Posted 5/3/2026full-timeRemote • 🦁 Anywhere in AfricaMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

CloudDNSFirewallsMacOSTCP/IP

About the role

Key responsibilities & impact

Provide remote and on-site technical assistance for network-related issues in country offices and project schools.
Monitor and maintain the health of school-based ICT infrastructure, including routers, access points, and local area networks (LANs).
Coordinate with local Internet Service Providers (ISPs) and in-country technical partners to resolve connectivity outages and optimize network performance.
Implement and document network configuration changes as directed by the Director of ICT.
Travel to project sites in various African countries may be required from time to time and not exceeding 40% of the time.
Provide helpdesk support for all Imagine Worldwide staff, troubleshooting issues related to hardware (laptops, mobile devices), software (cloud-based tools like Google Workspace), and operating systems (Windows, macOS).
Manage the setup, deployment, and inventory of IT assets for new and existing employees.
Develop and deliver training sessions and materials for staff and partners on essential IT tools, security best practices, and new system deployments.
Assist in the administration of cloud-based platforms, including user accounts, access permissions, and security settings.
Perform routine system updates, patching to ensure data integrity and security.
Monitor system performance and security logs to proactively identify and address potential issues.
Collaborate with other stakeholders to maintain accurate inventory of all software licenses and hardware assets.

Requirements

What you’ll need

Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
Minimum of 5 years of professional experience in an IT support or system administration role, preferably within a non-profit organization operating across Africa.
Proven hands-on experience in managing and troubleshooting network equipment (Routers, Switches, Firewalls, Access Points), including understanding of TCP/IP, DNS, DHCP, and VPNs.
Strong proficiency in administering and providing end-user support for cloud productivity suites, such as Google Workspace.
Excellent technical problem-solving skills and the ability to clearly communicate complex technical information to non-technical users.
Experience in developing and delivering end-user training.
Relevant IT certifications (e.g., ITIL, CompTIA Network+, CCNA, Google/Microsoft Certified: Modern Desktop Administrator).
Experience with satellite and other last mile connectivity deployments common in remote African settings.
Knowledge of APN setup and industrial 4G/5G router configuration
Working knowledge of IT security best practices and data privacy regulations.
Fluency in a second relevant language (e.g., French, Swahili) is a plus.
Experience with IT documentation and using ticketing systems for helpdesk management.

Benefits

Comp & perks

Salary is competitive and commensurate with experience.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

network troubleshootingnetwork equipment managementTCP/IPDNSDHCPVPNcloud productivity suitesIT security best practicesdata privacy regulationsIT documentation

Soft Skills

technical problem-solvingcommunicationtraining developmentcollaboration

Certifications

ITILCompTIA Network+CCNAGoogle Certified: Modern Desktop Administrator