The International Institute of Tropical Agriculture (IITA) is one of the world's leading research partners in finding solutions for hunger, malnutrition, and poverty. Our award-winning research for development (R4D) addresses the development needs of tropical countries. We work with partners to enhance crop quality and productivity, reduce producer and consumer risks, and generate wealth from agriculture. We are a nonprofit organization founded in 1967, governed by a Board of Trustees, and supported by several countries. Our mission is to enhance food security and improve livelihoods in Africa through research for development (R4D). We use the R4D model in setting a research course that addresses major development problems in Africa rather than simply contributing to scientific knowledge. It has proven to be an effective mechanism for agricultural research development. We and our partners have delivered about 70% of the international research impact in sun-Saharan Africa in the last three decades.
Duties
Service Operations (ITIL):
- ??Own day-to-day Incident & Request Management for assigned service queues; ensure accurate triage, prioritization, and timely resolution within SLA.
- ???Participate in Problem Management (trend analysis, root-cause analysis, corrective/preventive actions) and track known errors/workarounds.
- Participate in Change Management activities (impact/risk assessment, scheduling, pre/post checks, rollback plans) and present changes to CAB as required.
- Maintain and improve standard operating procedures for repetitive operational tasks
Monitoring, Reliability & Capacity:
- ??Track and report availability, performance, and capacity metrics; recommend scale-up/scale-out or optimization measures.
- Perform health checks (daily/weekly/monthly) on critical services; document and escalate deviations.
End-User Computing & Identity:
- Provide L2/L3 support for Windows/macOS endpoints, printing, mobile devices/MDM, and approved software images.
- Administer identity & access operations (provisioning, de-provisioning, group/role changes, periodic access reviews) in coordination with Information Security team.
- Package, test, and deploy patches and updates for endpoints and core services in line with the change calendar.
Core Infrastructure & Network Coordination:
- Collaborate with Network/Infrastructure teams on L2 tasks for Wi-Fi, VPN, and PABX/IP telephony.
- ????Execute routine operational tasks on servers and services (backups/restores, certificate renewals, log rotation, service restarts, DR runbooks) under guidance of Lead, IT Operations & Security Management.????
- Ensure stations remain connected to HQ services; provide remote support to Station IT Officers.
Security & Compliance:
- Carryout security hardening baselines on endpoints/services; remediate vulnerabilities assigned via scans or advisories.
Stakeholder Management:
- Provide clear technical communications to stakeholders and contribute to IT service status updates.
Documentation, Training & Continuous Improvement:
- ????Update knowledge articles for end-users; deliver on the spot user training on call or remotely.
- Contribute to post-incident reviews, lessons learned; and backlog; champion automation/scripting to remove toil.
- Perform any other job-related tasks as may be assigned by the supervisor.
Requirements
Qualifications:
- HND/BSc in Computer Science/Engineering, Information Technology, Electrical/Electronic Engineering or any other related course.
- The ideal candidate must have a minimum of (4) years’ experience in performing similar role in a well-structured environment.
- Professional certification in ITIL V4 Foundation (or higher), CompTIA Network+/A+, Microsoft (MD- 102/Endpoint Administrator or AZ-104), Cisco CCNA (network fundamentals) or equivalent vendor certification is required.
Competencies:
The ideal candidate must:
- Demonstrate strong troubleshooting and analytical skills; Demonstrate RCA capability;
- Exhibit a customer-service orientation with clear written/verbal communications
- Possess solid understanding of ITIL processes (Incident, Problem, Change) and SLA
- Have working knowledge of Microsoft client technologies (Windows 10/11), macOS, Mobile Device Management (MDM), and collaboration tools;
- Have basic understanding of Layer-3 networking, voice communications, and gender and social inclusion principles in development programming.
- Have practical experience with ITSM tools (ticketing, CMDB, change), patching, imaging, and endpoint management.
- Be experienced in supporting Layer-2 and Layer-3 networked environments and IP telephony at an operational level.
Method of Application
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