Job Description

CIMMYT is a cutting edge, non-profit, international organization dedicated to solving tomorrow's problems today. It is entrusted with fostering improved quantity, quality, and dependability of production systems and basic cereals such as maize, wheat, triticale, sorghum, millets, and associated crops through applied agricultural science, particularly in the Global South, through building strong partnerships. This combination enhances the livelihood trajectories and resilience of millions of resource-poor farmers, while working towards a more productive, inclusive, and resilient agrifood system within planetary boundaries. For more information, visit cimmyt.org.

Objective of the post

We are seeking a a hands-on, service-oriented and detail-oriented IT professional with relevant experience in the IT support area, to provide first-level support to IT incidents to the staff based in CIMMYT’s office in Zimbabwe. This is a nationally recruited position and is open to all Zimbabweans with excellent academic records and relevant experiences. This position is key to ensure a continued operations in Zimbabwe’s office by fixing first-level hardware and software malfunctions, or by escalating those situations when required. This also includes training and support activities to ensure the proper operation of CIMMYT’s ERP.

Duties and Responsibiities

Diagnose and resolve escalated IT incidents and problems reported by users, ensuring timely and effective resolution.
Research, analyze, and provide feedback on recurring issues, trends, and patterns in IT user support requirements.
Install, configure, troubleshoot, and maintain IT users’ hardware, operating systems, applications, and peripheral devices in line with organizational standards.
Utilize the approved ticketing system to log, track, and document all IT support requests, ensuring accurate, complete, and up-to-date records of incidents, actions taken, and resolutions.
Analyze network load, utilization, and performance in Zimbabwe Office IT infrastructure to identify bottlenecks, risks, or capacity constraints.
Educate staff and coworkers on network security awareness, data protection, and best practices for effective and secure computer usage.
Based on operational needs and priorities, provide IT support to other country offices within the region.
Perform any other IT-related duties as assigned by the immediate supervisor in line with the role and organizational objectives.

Requirements

Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience)
Relevant certifications such as CompTIA A+, Microsoft Certified IT Professional (MCITP), Cisco Certified Network Associate (CCNA), or Google IT Support Professional Certification are appreciated
At least 4 years of experience in IT support or a related field
Experience in diagnosing and resolving escalated problems in response to IT users reported incidents.
Experience in monitoring and troubleshooting network connectivity and resolving network problems.
Familiarity with institutional information technology support policies and procedures
Proficiency in Windows operating systems is required. Knowledge of macOS and Linux will be considered an additional advantage. Familiarity with office productivity software is also expected.
Strong knowledge of Microsoft endpoint and cloud management technologies, including Microsoft Intune, Azure Active Directory (Entra ID), and Windows Autopilot, for device provisioning, configuration, compliance, and policy management.
Knowledge of network protocols (TCP/IP, DNS, DHCP) and network troubleshooting tools
Familiarity with hardware and software installation, configuration, and troubleshooting
Understanding of network security principles and best practices
Excellent communication and interpersonal skills for educating coworkers and providing support
Strong organizational skills for managing inventory and coordinating support activities
The selected candidate must be able to demonstrate the following competencies: Analytical thinking, Customer service orientation, Adaptability and Collaboration.

Benefits