Officer, Information Technology (IT)

Job Summary

The Accelerating Financial Resilience & Insurance for Young African Women in Agrifood Systems (AFIYA) program is a multi-country initiative that seeks to strengthen the resilience of vulnerable young women smallholder farmers and agri-preneurs across eight African countries. AFIYA complements and amplifies existing Mastercard Foundation country programs by embedding innovative insurance and financial inclusion solutions within established initiatives and trusted delivery channels. AFIYA’s core ambition is to enhance the financial security, climate resilience, and entrepreneurial capacity of young women in agriculture, enabling them to sustainably participate in and benefit from agrifood systems.

Job Details

The Officer, IT supports the organisation’s technology operations by delivering front‑line technical support, maintaining infrastructure, enabling user productivity, and ensuring smooth execution of IT processes. The role also assists in implementing systems, projects, training, and vendor‑supported services.

Reports directly to - Manager, Information Technology (IT)

Direct reports - None

Contract Type - Full-time, Permanent

KEY RESPONSIBILITIES AND ROLE REQUIREMENTS

1. User Support and Service Management

• Provide Level 1 (L1) and Level 2 (L2) technical support to staff through tickets, email, phone calls, Teams chats, and in-person assistance, ensuring timely and effective resolution.
• Log, track, and resolve incidents in accordance with defined service level agreements (SLAs) for both first response and full resolution.
• Escalate complex systems, security, or network issues to Level 3 (L3) support or third-party vendors when necessary.
• Respond to general service information requests, maintaining clear and timely communication with users.
• Execute IT onboarding tasks including account creation, device setup, orientation, and access provisioning, following the procedures outlined in the IT Manual.
• Manage IT offboarding processes, including account deactivation, device recovery, and access revocation, ensuring completion within mandated timelines.

2. Systems and Infrastructure Administration

• Support the day-to-day maintenance and monitoring of IT infrastructure, including networks, servers, storage, and service applications.
• Perform software installations, configurations, updates, and system rollouts according to planned schedules.
• Ensure IT systems operate efficiently, securely, and reliably to support organisational operations.

3. IT Asset Management

• Maintain an accurate inventory of IT assets, including laptops, peripherals, network equipment, software licenses, and other hardware.
• Support IT procurement by preparing requirements, processing departmental IT requests, and coordinating with Procurement teams and vendors.
• Act as liaison with vendors for warranty claims, repairs, service-level agreements (SLAs), and third-party support to ensure timely resolution of issues.

4. IT Projects Support and Training

• Deliver user training and digital productivity coaching on request, enhancing staff competency and effective use of IT systems.
• Develop and maintain support guides, FAQs, and training materials to facilitate user self-service and knowledge sharing.
• Support planning and execution of IT projects, including system upgrades, rollouts, and process improvements, in line with project plans.
• Collaborate with Programme Delivery teams to provide IT input and support for project execution, ensuring seamless integration of technology solutions.

Carry out any other duties or special assignments as assigned by the Management.

COMPETENCIES
Competencies describe the key behaviours that drive success in all of FSD Africa’s roles, regardless of technical specialism. They have been derived from systematic research correlating performance with personal attributes. 

Competency Levels 

• Level 1: Basic
• Level 2: Foundation   
• Level 3: Specialist
• Level 4: Senior Specialist      
• Level 5: Leading Expert          
• Level 6: Executive

This position requires competency at Foundation Level for all the competencies listed below:

ESSENTIAL FOUNDATIONS
Commitment & Alignment
Demonstrates commitment to serving our partners and alignment with the values and vision of FSD Africa
Change & Challenge
Has a strong sense of ownership that leads to learning, self-starting, taking initiative, driving change and leading development
 

ACHIEVEMENT COMPETENCIES
Situational Awareness & Thinking
Thinks clearly and intentionally, analysing information objectively, understanding issues, solving problems, and making decisions
Drive for results
Is keenly motivated to achieve goals & act with accountability to deliver quality results
 

PEOPLE COMPETENCIES
Relationships & Collaboration
Discerns and appreciates the values, viewpoints, or abilities of others; effectively reconciles different interests and displays emotional intelligence
Communication & Influencing
Deliberately adjusts behaviour to accommodate others; communicates clearly, confidently, and appropriately to influence others
 

Requirements

PERSON SPECIFICATIONS

Qualifications and Education

• Minimum of Bachelor's degree with 2 years of experience or High Diploma with 3 years in  Technology, Computer Science, or related field.
• Excellent skills in written and spoken English.

Essential Experience, Knowledge, and Skills

• At least 2 year’s technical support, systems administration or IT operations experience.
• Proven, strong organisational skills, including the ability to self-start, prioritise and proactively respond to evolving/ unfolding demands.
• Demonstrates a strong interest in emerging technologies and a general curiosity about the evolving IT landscape. 
• Exercises personal initiative and shows commitment to delivering high-quality IT support. 
• Possesses strong technical troubleshooting skills across hardware, software, networks, and cloud-based productivity suites. 
• Exhibits excellent communication and interpersonal skills, enabling effective stakeholder engagement and collaboration. 
• Capable of prioritising multiple incidents simultaneously while consistently meeting SLA timelines. 
• Knowledgeable in IT procurement processes and experienced in managing vendor relationships.
• Team player: ability to work effectively with colleagues across the organisation
• Demonstrated familiarity with social media platforms.

Desirable

• Experience of working in a multi-cultural environment.
• Experience working with donors, including knowledge of donor policies and procedures.
• Previous experience of working in FCDO or Mastercard Foundation funded projects.
• Languages: French, local African languages.

Commitment to Equity, Diversity, and Inclusivity: 

FSDAi is committed to building a diverse organization and a climate of equity and inclusivity.  We strongly encourage applications from candidates who can demonstrate that they can contribute to this goal.

Equal Opportunity Employer: 

We are an equal opportunity employer and value diversity. We do not discriminate based on race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, or disability status. We will ensure that all applicants are provided a fair chance to compete for available job opportunities.

About Company

FSD Africa

https://fsdafrica.org/

FSD Africa is a specialist development agency working to help make finance work for Africa’s future. Based in Nairobi, FSD Africa’s team of financial sector experts work alongside governments, business leaders, regulators, and policymakers to design and build ambitious programmes that make financial markets work better for everyone. FSD Africa Investments, provides early-stage, risk-bearing, catalytic and patient capital to inventive commercial organisations in order to stimulate capital flows in support of green economic growth benefiting people and planet. Established in 2012, FSD Africa is incorporated as a non-profit company limited by guarantee in Kenya. It is funded by UK aid from the UK government.