ABOUT ALU

As the most innovative company in Africa, our purpose is to catalyze change in Africa and around the world by building the world’s most innovative university. Our engaging learning experiences integrate technology, personalized learning, real world projects and entrepreneurial leadership to create innovators, game-changers, and problem-solvers. We ask our students to declare a ‘mission’ for their lives along with declaring an academic major. Our two undergraduate campuses—Mauritius and Rwanda—are well in operation, as is our graduate School of Business. Moving forward, we plan to scale across the continent and then around the world, ultimately developing 3 million entrepreneurs and leaders by 2035. In 2017, the New York Times described ALU as one of ‘8 places in the world where history is being made’, while CNN described ALU as the ‘Harvard of Africa’.

ABOUT THE ROLE

As an IT Support Technician, you will be a reference point for all IT related queries at the user level, responding to user needs in a timely manner and ensuring the optimal running of all systems, among other technical duties. You are expected to display good interpersonal skills as you will interact with individuals from various departments and executive levels. You are required to listen to their technical needs, understand their problems and implement solutions to them.

WHAT YOU’LL DO AS JUNIOR IT SUPPORT TECHNICIAN

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Complete allocated tickets from the service desk system in line with agreed service levels agreements

Provide support in person or Google Hangouts to Staff & Students on campus

Support will cover but is not restricted to:

    • Ticket queue management
      • Managing tickets through their full-service life cycle using the service desk system
      • Ensuring tickets are updated and clients are kept fully informed of progress
      • Support for MS Windows & Mac OS all current versions
    • System and application support
            • Support for G suite applications, Office 365, Microsoft Office and general desktop/application support
            • Desktop PC/Laptop installation/Mobile configuration
            • Providing password resets for Staff and Students on campus
    • Hardware support
      • Cabling and moving equipment
      • Peripherals support including printers, projectors, webcams  & sound systems
    • Monitoring
      • Responding to network system alerts and contacting managed service providers
      • Proactively tracing alerts with a view to prevent customer impacting issues occurring
    • Door security system, access cards & CCTV support
    • Maintaining accurate records and stock controls
    • Licence Renewals
    • Equipment procurement and stock management.
    • Liaising with external clients and third-party service providers

WHAT YOU’LL NEED

  • Bachelor’s degree in Computer Science or a related field.
  • At least one year experience in computer networks and systems maintenance.
  • A+, Network+ or Cisco Certified Network Associate accreditation advantageous.
  • Possess good technical, logical thought process and problem-solving skills
  • Knowledge of a wide range of computer systems software, applications, hardware, networking, and communications
  • Strong attention to detail and a sense of urgency.
  • Ability to communicate technical guidance and instruction to users
  • Fluent in English

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