Technical Support Analyst

ABOUT MASTERCARD FOUNDATION

Mastercard Foundation seeks a world where everyone has the opportunity to learn and prosper. Through its Young Africa Works strategy and Canadian EleV program, the Foundation works with partners to ensure that millions of young people, especially young women, access quality education, financial services, and dignified work. Mastercard Foundation was established in 2006 through the generosity of Mastercard when it became a public company. The Foundation is independent with its own Board of Directors and CEO.

THE WORK AT THE FOUNDATION

We have entered a very exciting time at the Foundation as we scale up our operations across Africa to realize our Young Africa Works strategy. Our role at the Mastercard Foundation is to be a catalyst. Our Young Africa Works strategy focuses on working with others to spur systemic change so young people have the opportunity to find work that is dignified and fulfilling.

The Foundation has opened offices in Rwanda, Kenya, Ghana, Senegal, Ethiopia, Nigeria, and Uganda, building a broader leadership presence in Africa to develop specific strategies that support youth employment.  Within a country, we work with governments, the private sector, educators, young people, and other funders to improve the quality of education and vocational training, prepare young people for the work force, expand access to financial services for entrepreneurs and small businesses, and connect job seekers to dignified and fulfilling work.

We are ambitious and driven. Our values transcend and rise above everything else as our guide. We encourage you to bring your bold ideas, curiosity, and expertise to your work. We laugh at ourselves and with each other. We are a team. Our journey together makes our impact even more meaningful.

UNDERSTANDING CANADA PROGRAMS AT THE FOUNDATION

The Foundation has begun working within Canada in partnership with Indigenous communities and post-secondary institutions to listen, learn, and best understand how we can act in meaningful ways. The EleV strategy was co-created with Indigenous communities, young people, and partners to enable 30,000 Indigenous youth to complete their education and transition to dignified work aligned with their values and aspirations.

As reflected in Canada’s Truth and Reconciliation Commission Calls to Action, education is a key driver of improved socio-economic well-being. Through building partnerships with Indigenous communities, we look to expand our initiative ultimately helping to support a generation of transformative Indigenous young leaders who will be change agents within their communities. We believe that by setting a bold target, we will encourage engagement across sectors and create momentum that will elevate the strengths and opportunities of Indigenous youth. In keeping with our approach, Indigenous communities and young people will be the drivers of this transformation. The program will promote innovations to address longer-term systemic change to achieve economic prosperity and social well-being within Indigenous communities.

The EleV team oversees current and emerging partnerships related to Indigenous education. Consistent with our overall vision and Youth Africa Works strategy, we will share learnings and opportunities to connect across the work of the Foundation. While operating in distinct contexts, the centrality of youth voice and vision, affirmation of culture and identity, and priority to enhance community capacity for self-determination are common threads upon which our work is strengthened and reinforced.

If you are an experienced Technical Support Analyst looking to increase your impact, read on!

THE OPPORTUNITY

Reporting to the Lead, Technology, the Technical Support Analyst will play a critical role as a lead technical resource responsible for supporting all technical matters at the Nairobi office. This individual will be responsible for responding to requests from Foundation staff, performing regular maintenance on network connected devices and providing guidance and training for end users. This individual will serve as a business partner to various functional areas of the Foundation and support the goals of departments through exceptional technology support. They will have the opportunity to influence network and infrastructure decisions related to the overall IT roadmap. They will also coordinate projects from planning to implementation phases with minimal supervision.

WAYS YOU CAN CONTRIBUTE

• Provide technical support for staff including network connectivity, Office 365, conference rooms, printers, screens, phones, etc.
• Support and monitor local vendors of IT systems, including network, laptops, telecom, wireless and supporting applications.
• Monitor IT services to ensure their consistent, reliable, and secure delivery through active monitoring of error logs and user-reported issues.
• Responsible for the overall healthy operation of technology in the offices.
• Perform application updates, security patches and configuration changes on network hardware, services, and management tools.
• Work closely with the IT Manager to implement proactive approaches to monitoring and reporting on network services that maximize uptime, reliability and visibility.
• Manage relationships with internal stakeholders to understand and anticipate issues, influence technology adoption, monitor staff satisfaction levels, and address issues and concerns.
• Remain current with trends, new developments and issues in the IT industry including innovation, current technologies, compliance, cyber risks and software, hardware, and licensing costs.

WHO YOU ARE

• Bachelor's degree or diploma and/or certificate in IT related fields.
• A minimum of 5 years' experience supporting end users, applications, and hardware.
• Possesses an intermediate level of network and infrastructure expertise coupled with a high ability to quickly learn new technologies.
• A good understanding of the following Technologies: Windows 10 and Office 365, SharePoint.
• Demonstrates strong negotiation skills in complex environments with an aptitude for diplomacy.
• Practical hands-on experience on workstations, printers, cellphones, and audio-visual equipment.
• Exceptional analytic and troubleshooting skills for solving problems.
• Understands how emerging technologies and service providers can be utilized to improve existing systems and/or increase operational efficiency.
• Fluent in English. Kiswahili or other local language(s) would be an asset.
• Results driven and motivated by a sense of performance excellence and a sense of urgency; possesses a proactive and 'self-starter' mentality.
• Ability to travel internationally up to 10% of the time.
• Flexible, adaptable, and able to execute a range of job duties and changing priorities.
• Possess excellent verbal, written, and presentation skills with the ability to articulate information to a variety of constituents across cultures.
• Possess professional maturity, sensitivity with different cultures, and impeccable integrity that exemplify the Foundation’s values.
• Demonstrate a commitment to Mastercard Foundation’s values and vision.

Deadline for Applications is December 12, 2022.

Mastercard Foundation (the “Foundation”) values and respects your privacy. By submitting an application for this opportunity, you hereby agree to the Foundation’s collection, use and disclosure of your personal information in accordance with its Privacy Policy (available at https://mastercardfdn.org/privacy/). Please note that the Foundation may share your personal information with third-party agencies that support the Foundation’s recruitment activities, and such third-party agencies may contact you directly regarding this opportunity. If you have any questions or concerns, please contact the Foundation’s Privacy Officer at the address indicated in its Privacy Policy.

The Mastercard Foundation values the unique skills and experiences each individual brings to the organization and we are committed to creating and maintaining an inclusive and accessible environment for everyone.

Completion of satisfactory business references and background checks are essential conditions of employment.

For more information and to sign up for the Foundation’s newsletter, please visit http://www.mastercardfdn.org/
Follow the Foundation on Twitter at @MastercardFdn

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