About the Role

We are seeking a proactive and technically capable IT Administrator to support and maintain our technology environment in Mali. The successful candidate will be responsible for end-user support, network and infrastructure reliability, device management, collaboration tools administration, security compliance, and continuous improvement of IT processes.

This role is ideal for an IT professional with a solid technical foundation who is eager to grow their career by taking ownership of IT operations and contributing to strategic technology initiatives.

Key Responsibilities

End User Support

• Provide first and second-line technical support to employees across multiple locations.
• Diagnose and resolve hardware, software, network, and application issues.
• Manage onboarding and offboarding activities, including account provisioning and access management.
• Configure, deploy, and maintain laptops, desktops, mobile devices, and peripherals.
• Maintain high levels of customer service and user satisfaction.

Infrastructure & Network Management

• Monitor and maintain office network availability and performance.
• Support LAN, Wi-Fi, internet connectivity, VPN, printers, and other office technology services.
• Troubleshoot network incidents and coordinate with vendors when required.
• Maintain accurate documentation of network and infrastructure assets.

Collaboration & Productivity Platforms

• Administer collaboration platforms such as Microsoft 365, Google Workspace, Slack, Zoom, or equivalent tools.
• Support email systems, file sharing, conferencing, and productivity applications.
• Assist users with platform adoption and best practices.

Security & Compliance

• Ensure endpoint devices comply with company security standards and policies.
• Support identity and access management processes, including periodic access reviews.
• Monitor security alerts and escalate incidents as required.
• Assist with vulnerability remediation, patch management, and endpoint protection.
• Support compliance initiatives related to ISO 27001, NIST, IT policies, and internal controls.
• Maintain accurate IT asset inventories and configuration records.

IT Operations & Continuous Improvement

• Participate in IT projects aimed at improving operational efficiency and user experience.
• Identify opportunities for automation and process optimization.
• Develop and maintain IT documentation, procedures, and knowledge base articles.
• Support implementation of new technologies, systems, and operational processes.
• Provide regular reporting on IT issues, risks, and improvement initiatives.

Qualifications

Required

• Bachelor’s degree in information technology, Computer Science, Information Systems, or related field.
• Minimum 4+ years of experience in an IT support, IT administration, systems administration, Network Engineering roles.
• Experience supporting Windows and macOS environments.
• Good understanding of networking fundamentals including TCP/IP, DNS, DHCP, VPNs, and Wi-Fi.
• Experience administering Microsoft 365, Google Workspace, or similar cloud platforms.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and customer service skills.

Preferred

• Experience with endpoint management solutions such as Intune, Iru, Jamf, ManageEngine, or similar tools.
• Exposure to cybersecurity controls and compliance frameworks.
• Experience with ticketing systems and IT service management practices.
• Professional certifications such as CompTIA A+, Network+, Security+, Microsoft, Google, or equivalent certifications.

Key Competencies

• Customer-focused mindset
• Ownership and accountability
• Strong attention to detail
• Continuous learning attitude
• Analytical problem solving
• Effective communication
• Ability to manage multiple priorities
• Process improvement orientation