Description
ALU is hiring a Senior IT Operations Associate based in Rwanda. The Senior IT Operations Associate is responsible for delivering reliable, secure and responsive technology services across the campus. The role serves as a central technical contact for staff and students and supports the institution’s devices, applications, networks, cloud services and physical security technology. Beyond resolving day-to-day technical issues, the Senior IT Operations Associate will improve how IT services are delivered by automating repetitive work, strengthening self-service support and using approved AI tools to increase efficiency and identify recurring problems. Main responsibilities: • 1. IT Service Delivery and User Support • Provide responsive L1 and L2 technical support to staff and students through the service desk, Slack, Google Meet and phone. Support the development of automated support features leveraging AI Capabilities within our… • Diagnose and resolve hardware, software, connectivity, access and application issues across Windows and macOS environments. • Manage support tickets throughout their full lifecycle, ensuring that requests are accurately recorded, prioritised, updated and resolved within agreed service levels. • Keep users informed of progress and communicate technical guidance in clear, accessible language. • Escalate complex, systemic or high-risk issues to the IT Operations Lead, IT Services Manager or relevant service provider. • Identify recurring issues and recommend permanent solutions rather than repeatedly addressing the same symptoms.
About ALU
At the African Leadership University (ALU), we're more than just an institution—we're a catalyst for transformation. Our mission is to develop a new generation of ethical and entrepreneurial leaders who will shape Africa's future.
Requirements
Coordinating incidents and changes with internal teams and external providers 7. Access Control and Physical Security Technology Provide technical support for electronic door-access systems, access cards and CCTV platforms. Coordinate with Facilities, Security and external service providers to resolve system issues. Ensure that access rights are issued, changed and removed through approved processes. Protect access and surveillance data in accordance with institutional privacy and security requirements. 8. Team and Vendor Coordination Provide day-to-day guidance to the Tech Support Agent and Coordinator. Coordinate and supervise temporary interns and volunteers supporting IT activities. Allocate work, monitor progress and support the development of junior team members.
How to apply
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