Summary
Date Posted: Tuesday, November 02, 2021 , Base Salary: Not Disclosed

JOB DETAILS:
Company Description
Since the 1970’s, the University of Maryland, Baltimore has been engaged in critical global health initiatives around the world. In September 2009, the Maryland Global Initiatives Corporation (MGIC) was formed as a nonprofit affiliate of the University of Maryland, Baltimore (UMB) to help support the implementation of UMB international programs. UMB, through MGIC, currently has offices in Botswana, Kenya, Malawi, Mozambique, Nigeria, Rwanda, Tanzania, and Zambia. MGIC’s administrative operations support the research and clinical programs of the School of Medicine, Institute of Human Virology (IHV) and Center for International Health, Education & Biosecurity (Ciheb), and other UMB entities.

Position Description
The IT Support Officer shall ensure that all Maryland Global Initiative Corporation business support systems are managed and maintained as per agreed operational service level agreements, and that they are always available and accessible. The IT Support Officer shall implement and review security and best practices in the provision of IT Services to both internal and external customers. The IT Support Officer shall endeavor to remain abreast on relevant technological issues and provide advisory services as may be required.

Key Result Areas and Accountabilities
Email Administration
• Manage and Maintain the Corporate Email System
• Train and provide support to users
Website and Web Applications Management
• Manage website and web Applications
• Maintain backups and DR measures for the website and web applications
Security & Compliance
• Ensure policies and procedures are implemented for all systems and processes
• Ensure regular security assessments are conducted
• Ensure system sensitization and security awareness programmes are done
User Training
• Responsible for training staff in using the various software and information security solutions which the organization is using
• Change Management, Configuration and Patch Management
• Recommend new features or changes to configuration/ workflows based on user feedback
• Perform Patch Management for all systems
• Carryout change management processes
Network Management
• Designing and implementing new network solutions and/or improving the efficiency of current networks
• Manage the Corporate network
• Manage Access Control systems
• Manage CCTV footage
• Installing, configuring and supporting network equipment including routers, proxy servers, switches, WAN accelerators, DNS and DHCP
• Procuring network equipment and managing subcontractors involved with network installation
• Configuring firewalls, routing and switching to maximize network efficiency and security
• Maximizing network performance through ongoing monitoring and troubleshooting
• Arranging scheduled upgrades
• Investigating faults in the network
• Updating network equipment to the latest firmware releases
• Reporting network status to key stakeholders
Hardware Maintenance
• Manage all hardware for the enterprise and for the server room
• Maintain an accurate IT inventory
Customer Service Support
• Manage and maintain the Incident Management System
• Train users on all ICT applications
• Sensitize users on security entrenchment on all
• Support all MGIC Staff on all applications
General Backups and Maintenance
• Manage Backups for all systems
• Ensure BCP measures are put in place for all systems

Reporting
• Provide periodical reports for all operations

Qualifications
• Minimum Degree in Computer Science or in any relevant field is required
• Professional Membership
• Member or eligible to be a member of either Engineering Institute of Zambia (EIZ) or Information and Communication Technology Association of Zambia (ICTAZ)
Minimum Experience
• Minimum of three (3) years of Information Technology experience in a busy environment.

Key Knowledge
• Good knowledge of Windows administration
• Good knowledge of office automation applications, e.g. Microsoft office, Google Suite
• Good knowledge of Virtualization and Cloud Services
• Good knowledge on MySQL, MSSQL and Oracle Databases
• Good knowledge of backup solutions, restoration and troubleshooting
• Strong Database management and ICT Security procedures
• Good technical understanding of security strategies, technologies and risk concepts
• Good knowledge of Project Management
• Good knowledge of networking and communication protocols

Key Skills
• Ability to maintain confidentiality
• Ability to collaborate and work with a team
• Strong oral and written communication skills.
• Good customer support skills
• Ability to multi-task while paying strong attention to detail

Key Attributes/Competencies
• Logical thinking and problem solving
• Highly proven ethical conduct and free from criminal record
• Highly computer literate
• Good presentation skill

Work Hours: 8

Experience in Months: 36

Level of Education: Bachelor Degree

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