ROLE 

Luminate is seeking a customer service focused Information Technology (IT) Support Analyst. This role will provide in-person and remote technical support assistance to staff and consultants. In addition, the Analyst will perform the ongoing day-to-day maintenance and support of the organisation’s computer, networking, and communications systems.

OPPORTUNITY

The IT department is looking to expand the team to help with service delivery and be able to offer timely technical support across multiple time zones. The IT Support Analyst will provide technical support services, troubleshooting, and world-class customer service for our global organisation.

TEAM 

The Analyst will report to the Director, IT and be an integral member of the Finance & Operations Team and Luminate as a whole. The position is based in Nairobi, Kenya with regional and international travel (in normal times, usually circa a week abroad once per quarter).  Competitive salary and benefits are offered. 

RESPONSIBILTIES 

The IT Support Analyst will have a range of responsibilities to include the following: 

Technical Support

• Primary contact for user support and questions

• Technical support for endpoints (laptops, tablets, smartphones, AV equipment)

• Delivery of an extensive IT onboarding for New Joiners

• Participate in various IT projects, including assisting with new office setups and system rollouts

• Serve as the site contact for local service providers

Systems

• Manage cloud based services (SaaS, IaaS, PaaS, SECaaS)

• Manage telephony and various communication Platforms

• Maintain and inspect network connectivity and data availability

• Perform systems administration and management of productivity systems, software and hardware

• Identify and assist the Director, IT with increasing efficiency of our platforms

Security and Integrity

• Endpoint security and reporting (Antivirus, Encryption, Data Loss Protection)

• Conduct security audits via web analysis and penetration testing

• Identify and assist the Director, IT with increasing the security of our systems

• Conduct regular system and service audits

• Keep an accurate record of IT Assets

Policy & Communications

• Assist in improvements of IT policy and best practice guides for the organisation

• Facilitate and moderate secure virtual meetings, some with external participants

• Contribute content for regular intranet IT updates

• Provide general administrative support, including tracking and maintaining IT action items, tickets, documentation

• Facilitate end user training sessions across various software systems

EXPERIENCE & SKILLS 

Note: We view this section as a guide, not a checklist. We encourage you to apply even if you don’t satisfy every single bullet on this list. 

The ideal candidate is aligned with Luminate's values, including Luminate's diversity policy. 

• You’ve spent several years in systems administration and/or end-user support roles

• You're experienced in working with multiple software platforms (Microsoft, Google, Adobe, etc.)

• You've got a great ability to convey technical concepts to a non-technical audience

• You understand cloud based platforms (SaaS, IaaS, PaaS, SECaaS, etc.)

• You have experience using and/or supporting Apple products (macOS, iOS)

• You're highly familiar with security best practices and secure communications (end to end encryption, encrypted email, zero knowledge encryption, etc.)

• You're a great communicator; with strong written and verbal communication skills in English

• You’ve got great people skills; and the ability to work cross-functionally and cross-culturally with team members across multiple time zones

ABOUT LUMINATE 

Luminate is a global philanthropic organisation focused on empowering people and institutions to work together to build just and fair societies. We work with our partners to ensure that everyone has the opportunity to participate in and to shape the issues affecting their societies, and to make those in positions of power more responsive and accountable. 

IMPORTANT INFORMATION YOU SHOULD KNOW  

Luminate believes that diversity and inclusion make us more successful in our work, and we seek to recruit, develop, and retain the most talented people from a diverse candidate pool. All qualified applicants will receive consideration for employment without regard to race, national origin, age, sex, religion, disability, sexual orientation, marital status, veteran status, gender identity or expression, or any other basis protected by local, state, or national law.  

Applications are due by 11.59pm (EAT) 14 October 2022.