ICT Officer (Multimedia Services) (Internal Advert)
Job Summary
The ICT Officer (Multimedia Services) is responsible for managing, maintaining, and providing technical support for multimedia equipment, systems, and services within the university. This role aims to ensure that faculty, staff, and students can effectively utilize multimedia resources for teaching, presentations, events, and other educational or administrative purposes.
Key Responsibilities
1. Technical Support
- Provide technical assistance to university personnel, including faculty and students, in the use of multimedia equipment and software.
- Troubleshoot and resolve issues related to audiovisual equipment, computer systems, projectors, sound systems, and other multimedia tools.
- Respond to service requests and inquiries related to multimedia support promptly and professionally.
2. Equipment Maintenance:
- Regularly inspect, maintain, and repair multimedia equipment to ensure functionality and reliability.
- Coordinate and perform routine equipment checks, updates, and software installations.
- Manage equipment inventory and ensure that all items are in working order.
3. Classroom and Event Support:
- Set up, configure, and maintain multimedia equipment in classrooms, lecture halls, and event venues to support lectures, presentations, and special events.
- Provide technical support during lectures, workshops, and events, including troubleshooting any technical issues that may arise.
4. User Training:
- Offer training and workshops to university staff and faculty on how to use multimedia equipment and software effectively.
- Create and update user manuals and guides for multimedia systems.
5. Software and System Updates:
- Keep multimedia software and systems up to date, applying patches, updates, and security measures as needed.
- Ensure compatibility and integration with other university systems and networks.
6. Documentation and Reporting:
- Maintain detailed records of equipment, maintenance, and service requests.
- Prepare reports on the status of multimedia equipment, recurring issues, and recommendations for improvements.
Minimum Educational Qualifications and Professional Experience
- Degree in computer science, electrical engineering, Information Systems Technology, or other equivalent course from an accredited institution.
- At least three years of experience working in a busy ICT environment.
- Minimum years of experience: 3 Years at an Assistant Level
- Certifications in either Linux, CCNA, ITIL, MCITP or MCTS;
Personal Attributes & Competencies
- Strong problem-solving and troubleshooting skills.
- Excellent communication and customer service skills.
- Knowledge of multimedia technologies, including projectors, interactive displays, sound systems, video conferencing, and related accessories.
- Familiarity with equipment and software commonly used in educational settings.
ICT Officer (Networks)
Job Summary
To ensure smooth flow of communication through maintenance of the computer and telephone network as the need arises.
Key Responsibilities
- For both network and VoIP endpoints, to ensure proper configuration that offers proper connectivity that is secure.
- Ensure network infrastructure is secured adequately against internal and external threats.
- Monitor service uptime on all network nodes and other services and respond to downtime and security incidences.
- Troubleshoot connectivity and security issues of network nodes and VOIP endpoints.
- Aid in the design of data network, and cabling/wiring infrastructure, perform site surveys, and conduct needs analyses.
- Aid in documentation provides all necessary records for an inventory of network nodes and devices.
- Vendor management to ensure service agreements are adhered to and reconciles service requests/work orders with actual work done to ensure end-user needs and requirements are met.
- Aid in evaluation, testing, and recommending of hardware and software during the procurement process.
- Performs other duties as assigned.
Minimum Educational Qualifications and Professional Experience
- University degree in IT or related fields.
- CCNA certification or equivalent.
- Experience in data network technologies such as routing, switching and Network Services (Telnet, SSH, NTP, DHCP, Syslog).
- Experience in structured cabling.
- Working knowledge of VOIP system.
- Certification in security courses will be an added advantage.
Personal Attributes & Competencies
- Strong problem-solving and troubleshooting skills.
- Excellent communication and customer service skills.
- Working in collaborative teams
- Ability to research on emerging issues in technology.
- Working for long hours.
ICT Assistant (Multimedia Services)
Job Summary
Reporting to Senior ICT Officer-Multimedia Services: The potential job holder will assist in offering first line support to Faculty, Staff and Students in offering multimedia services in and out of class, provide 1st level support in the Multimedia helpdesk, class rooms, auditorium, conference rooms and any other areas where they are being assigned on routine basis. Train faculty, students and staff on utilization of teaching equipment and applications in learning environments and Maintenance of a comprehensive inventory of ICT assets that are used in academic support.
Key Responsibilities
- Capture service requests that come through the helpdesk and on Multimedia helpdesk emails, book them in relevant schedules in the service request calendar and ensuring that all the pertinent details of a request are accurately captured.
- Working in shifts to ensure service availability during all the required times; Resolving level 1 calls and providing class room support remotely or on site
- Ensuring tickets assigned are closed in accordance with stipulated the SLAs
- Coming up with projects that streamline service delivery in multimedia
- Updating the helpdesk knowledgebase on lan support to ensure efficient and effective service delivery in incident resolution.
- Set up of video conferencing facilities via blue jeans, zoom on Polycom room systems.
- Develop and maintain standard operating procedures for interns and reporting procedures to ensure efficient service delivery
- Strive to enhance effective service delivery and information flow between the lecturers and students by ensuring the classroom learning facilities are in tip top condition.
- Perform daily checklists to ensure class room equipment’s are accounted for and operational.
- Setting up and support public address systems for institutional indoor and outdoor functions and events including university’s graduation ceremony.
- Off-campus audio visual setup and Support for events including Public address.
- Training work studies and interns to upgrade skills in the setup of projectors, troubleshooting of classroom teaching systems
- Coordinate and supervise the cooperation of work studies within the department to improve service delivery.
- Sit in the ICT week committee and come up with multimedia program for the event.
- Ensuring software in classrooms are up to date by installing and updating patches and media packages.
Minimum Educational Qualifications and professional Experience
- Bachelor’s degree in Information Technology/Computer science/Electrical and computer engineering/ EBTEC/Information systems from a recognized university
- Proficiency in Windows and Linux OS environments.
- At least 1-year experience in a related capacity
- Knowledge on Office applications such as MS Excel, word, PowerPoint and Outlook
- Computer Networking skills, (CISCO Certification requirement)
Skills
- Excellent interpersonal, written and verbal communication skills
- Knowledge and Experience in trouble-shooting Linux operating systems.
- Knowledge of Sound and Sound systems setups.
- Outstanding problem solving skills
- Good analytical skills
Personal Attributes & Competencies
- Shown merit and ability as reflected in work performance and results;
- Confidentiality and integrity;
- Proficiency in computer applications;
- Team player with excellent interpersonal skills;
- Relationship builder & effective negotiator;
- Good communication skills;
- Self-motivated;
- Attention to detail;
- Adaptability and reliability
ICT Assistant (Service Delivery)
Job Summary
To provide level 1 ICT support and where applicable or escalate them to a specialist.
Key Responsibilities
- Capturing on the helpdesk system the details to all user requests as they come in via phone or email.
- Resolving level 1 calls (MS Office, User permissions, Internet Access, Printing errors, etc) over the phone or remotely.
- Assigning level 2 and 3 calls to appropriate ICT Specialists in the various sections.
- Ensuring that all completed calls are appropriately closed and users get updates via phone or email on the status and progress of their requests.
- Updating the helpdesk knowledgebase with relevant information.
- Installation of various applications on the various computers within campus.
- Maintain all mission critical hardware on the campus – PCs, UPSes and Printers.
- Responsible for developing SOPs and other periodical checklists for all hardware.
- Provide on the spot training for students and faculty who experience difficulties using equipment and applications in the lab.
Qualifications
- Degree in computer science, electrical engineering or other relevant course.
- At least 1-year experience in a related capacity.
- Knowledge on Office applications such as MS Excel, word, PowerPoint and Outlook.
Personal Attributes & Competencies
- Excellent written and verbal communication skills.
- Self driven and organized.
- An attitude of problem solving.
- A person of high personal integrity.
- Attention to detail.
- Problem solving – Balancing between urgent, mission critical and important.
If you have the requisite qualifications and experience and desire to work as a team member in a modern, progressive, international, and multicultural institution where you can make a difference, please apply indicating in the subject line of the email address the position you are applying for. Interested applicants must provide a cover letter and a current CV, certified copies of educational certificates and transcripts, names and addresses of three referees, current salary and benefits, telephone and e-mail contacts by 5.00pm, Friday, October 20, 2023 to:
Director Administration,
United States International University – Africa,
P. O. Box 14634-00800, Nairobi, Kenya
Email: [email protected]
USIU-Africa is an equal opportunity employer
