Technical Support Analyst at MasterCard

The Opportunity

• Reporting to the Lead, Technology, the Technical Support Analyst will play a critical role as a lead technical resource responsible for supporting all technical matters at our Addis Ababa location.
• This individual will be responsible for responding to requests from staff, performing regular maintenance on network-connected devices and providing guidance and training for end-users.
• This individual will serve as a business partner to various functional areas of the Foundation and support the goals of departments through exceptional technology support.
• They will have the opportunity to influence network and infrastructure decisions related to the overall IT roadmap.
• They will also coordinate projects from planning to implementation phases with minimal supervision.

Ways You Can Contribute

• Provide technical support for staff (network connectivity, Office 365, conference rooms, printers, screens, phones, etc.).
• Monitor and report performance issues related to services provided by third parties.
• Monitor IT services to ensure their consistent, reliable and secure delivery through active monitoring of error logs and user-reported issues.
• Responsible for the overall healthy operation of technology in the offices.
• Perform application updates, security patches and configuration changes on network hardware, services and management tools.
• Work closely with the Lead, Technology to implement proactive approaches to monitoring and reporting on network services that maximize uptime, reliability and visibility.
• Support and monitor local vendors of IT systems, including network, laptops, telecom, wireless and supporting applications.
• Manage relationships with internal stakeholders to understand and anticipate issues, influence technology adoption, monitor staff satisfaction levels, and address issues and concerns.
• Remain current with trends, new developments and issues in the IT industry including innovation, current technologies, compliance, cyber risks and software, hardware and licensing costs.

Who You Are

• Bachelor’s degree or diploma and/or certificate in IT-related fields.
• Minimum 5 years’ experience supporting end-users, applications and hardware.
• Possesses an intermediate level of network and infrastructure expertise coupled with a high ability to quickly learn new technologies.
• Demonstrates strong communication, presentation and negotiation skills in complex environments with an aptitude for diplomacy.
• Practical hands-on experience on workstations, printers, cellphones and audio-visual equipment.
• Exceptional analytic and troubleshooting skills for solving problems.
• Understands how emerging technologies and service providers can be utilized to improve existing systems and/or increase operational efficiency.
• A good understanding of the following Technologies: Windows 10 and Office 365, SharePoint.
• Demonstrable ability to provide end user support and work with a global team remotely.
• Results driven and motivated by a sense of performance excellence and a sense of urgency; possesses a proactive and ‘self-starter’ mentality.
• Flexible, adaptable, and able to execute a range of job duties and changing priorities.
• Excellent verbal, written, and presentation skills with the ability to articulate information to a variety of constituents across cultures.
• Professional maturity, sensitivity with different cultures, and impeccable integrity that exemplify the Foundation’s values.
• Ability to travel internationally up to 10% of the time.