Job Summary
CARE USA is looking for an energetic, talented, well connected and innovative individual with language abilities in English, Arabic, and/or Bengali to work with us in the role of Digital Support and Implementation Specialist to be based at our Regional Office in Nairobi Kenya.
Minimum Qualification:Bachelor
Experience Level:Mid level
Experience Length:2 years
Job Description/Requirements
CARE is a global leader within a worldwide movement dedicated
to eradicating poverty. We are known everywhere for our unshakeable
commitment to the dignity of people. We currently work in over 93
countries with a focus on women and girls as the most disproportionately
affected by poverty, while engaging men and boys as well to ensure the
success of our mission
CARE USA Core Values Commitment:
The Core Values Commitment describes who we are, what we do, and how
we do it. It reflects our core values of TRANSFORMATION, INTEGRITY,
DIVERSITY, EQUALITY, and EXCELLENCE, which serve as a foundation for all
what we do. The core Values Commitment articulates our shared
expectations of each other including our board, staff, volunteers,
interns, partners and contractors globally.
Job Summary
CARE USA is looking for an energetic, talented, well connected and
innovative individual with language abilities in English, Arabic, and/or
Bengali to work with us in the role of Digital Support and Implementation Specialist
to be based at our Regional Office in Nairobi Kenya. In the
implementation role, you will partner with the Microsoft Enterprise
Mobility and Security (EMS) team to deploy EMS throughout our 6500+
employee user base covering the United States and globe and will be
reporting to the Director of Global Connectivity.
The Digital Support and Implementation Specialist will be an
important and vital contributing factor in driving the deployment of
Microsoft EMS across all of CARE USA's endpoint devices globally. The
implementation of Microsoft EMS is a 3-year strategic priority project
for CARE USA to establish mobile management capabilities and enhance our
technical security platform in the 30+ countries we operate in.
While EMS deployment and/or configuration experience is preferred, it
is not required. Candidates must have a majority of experience working
with Outlook and/or the enterprise Office 365 environment. The ideal
candidate must work well within a team and have outstanding
communication, technical, and customer service skills with the ability
to quickly and efficiently escalate or triage issues.
The role is a front-line point of contact for targeted end-user
customers whose hardware does not meet our Microsoft EMS standards. This
role involves the remote deployment of EMS for individuals throughout
the world, but primarily in the Africa, Middle East, and Asia regions.
In addition, the role will require technical system troubleshooting,
speaking with users on the phone or teleconference applications,
escalating issues, maintaining documentation, and application
configuration as needed.
This is a fantastic career opportunity for a highly motivated and
proactive individual who wants to apply their technical and
implementation skills in a global operating environment.
Duties and Responsibilities
User Application Deployment-85%
Complete the implementation, configuration, deployment, and
support of the Microsoft EMS application for assigned individual users,
Note: the majority of implementations require 1 on 1 scheduled time with
each user remotely
Lead users in troubleshooting issues arising during EMS deployments,
issues could range from bandwidth limitations or application issues to
unrelated deployment issues as experienced by end users
Provide guidance to resolution on software and hardware with a sense of urgency
Assess end-user support needs and meet service level agreements by quickly resolving issues
Provide administration, guidance, and personalized end-user
assistance for hardware devices, software, mobile & VOIP phones,
printers, audio & video technology, and networks as needed
Project Documentation and Enhancements-15%
Follow and understand all user support methods and procedures to
accurately log, document, and communicate all issues seen during
individual user deployments including research completed to identify
root cause
Define and classify level, priority and nature of problem, request
and/or issue. If unable to diagnose problem, escalate to project
leadership
Provide feedback on EMS project trend analysis for continual
improvement and provide solution options for gaps within the project
team
Recommend and present process and procedure enhancements where appropriate
Complete initial Microsoft EMS deployment training and applicable EMS supporting training over time and as needed
Qualifications and experience
Required
Associates Degree, technical certification, or equivalent experience in related field
Ability to speak and read in English, Arabic, and/or Bengali.
Minimum 2-year working with Office 365 in an enterprise environment and related technical field
Motivated self-starter with excellent time management and customer service skills
Energized by working in a collaborative environment
Experience in Mac OS and Windows 10
Prior work experience troubleshooting hardware and software issues for Mac/PC
Troubleshooting knowledge of PC, Mac, Android, iOS, scanners, printers, tablets and VOIP/mobile phones
Experience and knowledge of installation, configuration and troubleshooting new Mac/PC setup and general configuration
Excellent communication (verbal and written) and customer service skills
Ability to interact with varied levels of end-user experience
Detail-oriented, organized, ability to take direction and multitask
Desired
Ability to think through the end-to-end process in order to create new and innovative ways to promote end-user efficiencies
Experienced in working in a deadline-driven environment, especially in completing implementations/deployments
Any Microsoft Enterprise Mobility & Security (EMS) experience
Experienced with enterprise applications: Teams, SharePoint, Salesforce, Zoom and an IT service ticketing system
How to apply
Interested candidates who meet the criteria are encouraged to
send in their applications that includes cover letter and updated CV
attached asonedocument **********n or before7th May 2021.The position titlemustbe indicated on the subject line when applying.
Mandatory language requirements are English , Arabic and/or Bengali
and we do require that you have the legal ability to work in Kenya and
while we would like to respond to all applicants, only short-listed
candidates will be contacted.
CARE seeks to improve the lives of the most marginalized,
particularly women and girls. Our diversity is our strength. We
strongly encourage women of various backgrounds and abilities to apply.
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