mothers2mothers (m2m) is an Africa-based NGO that unlocks the potential of women to eliminate paediatric AIDS and create healthy families across ten sub-Saharan African countries. m2m trains, employs, and helps empower women living with HIV to work as community healthcare workers in understaffed health centres and underserved communities. Through a peer-to-peer approach, these ‘Mentor Mothers’ deliver a range of health services, advice, and support to women and their families. Started in Cape Town, South Africa in 2001 with an initial focus on preventing mother-to-child transmission of HIV, m2m has innovated and built on its strengths and now provides family-centred support for a range of related health and social issues spanning pregnancy, birth, childhood, and adolescence. It also partners with governments and other NGOs on the adoption of its programme to spread the Mentor Mother Model and its benefits. m2m has a track record of scaling its services and proven impact. To date, m2m has reached over 11M women and children under two, and created more than 11,000 jobs for African women living with HIV. For more, visit www.m2m.org
The overall purpose of this role is to support management of mothers2mothers Information and Communication technologies, with the key aim of ensuring operational performance, capacity, risk management and to deliver excellent ICT service through proactive development, maintenance and support to staff across the organisation.
Key Performance Areas:
Coordinator Responsibilities
- Support the IT Specialist in proactively defining the IT strategy and monitoring implementation of strategy
- Support IT Specialist with business process requirements and solutions including shaping technical requirements and oversight of IT projects
- Provide IT support (including guidance, best practice methodologies and tools) to other departments projects where needed
- Support IT Specialist with capacity planning and managing IT disaster recovery strategy
- Liase with IT suppliers: manage, lead and propose
- Prioritizes and manages several open service requests at one time to ensure a timely turnaround of service requests.
- Prioritize maintenance of IT systems and platforms, Office 365, Nav, AWS, DPTS systems, etc.
- Identification of the need for and creation of Standard Operating Procedures (SOPs) for IT-related tasks
- Support IT Specialist with evaluation of new IT tools and platforms when appropriate
- Support IT Specialist with identifying new technologies and solutions that could be employed by m2m to improve productivity, decision making and user experience
- Support IT Specialist with cybersecurity including identification of threat patterns and vulnerabilities
Day to Day Support of Head Office
- Serve as Administrator on SharePoint and be able to support m2m in using Sharepoint as a common platform
- Prioritizes and manages several open service requests at one time to ensure a timely turnaround of service requests.
- Troubleshoots systems and network problems.
- Diagnoses and solves hardware/software faults in the user environment
- Set up electronic equipment for employee use and coordinates the IT orientation and on-boarding process for new employees, including capacity building and training on systems.
- Coordinates the IT and systems exit for all employees leaving m2m
- Maintains a record of activities and time spent on daily communication transactions; Installation activities, problems and remedial action taken
- Provides HOD’s with monthly updates of Helpdesk tickets statistics, equipment usage and requirements
- Identifies software/hardware problems. Proactively referring to the necessary vendor when appropriate
- Set up electronic equipment for employee use
- Designs and Facilitates IT systems training as needed
- Reads technical manuals of all new electronic equipment
- Creates step by step screenshot guides about topics that users struggle with and creates knowledge base articles; “how to” guides for use by m2m employees
- Answers users queries regarding computer software and hardware
- Assesses basic computer skills of m2m staff and provides on the job training where required
- Maintain Database of all IT related equipment, i.e., purchase dates, users and laptop, etc.
Country Support
- All of the above Head Office tasks as it applies to Country Offices
- Assist m2m staff in person or telephonically with all their technology related issues
- Along with the IT Specialist attend monthly country resource meetings so as to understand the country needs and capacity issues
- Provide Country Directors with monthly updates of Helpdesk tickets statistics, equipment usage and requirements.
Qualifications and Experience:
- Bachelor’s Degree in Computer Science, Information Management or equivalent
- Min. 5 years Desktop & Network support experience in a relevant field and with the relevant technologies
- Helpdesk administration and record keeping
- English communication – verbal and written
- MS Office 2010/2016/19 package; MS Windows 10 Operating systems; Mac OSX operating systems; Office 2016/2019 Suite for Mac; TeamViewer/RDP/Open SSH Remote desktop/network protocols; Parallels/Hyper-V; Adobe Reader; Zoom/Teams/Skype; Microsoft DynamicsNAV; Helpdesk Software, Replicon Time Sheet Management, Sage VIP & Premier. Office 365, AWS, Tableau, VPNs, Cloud Hosting and Data Centre environs, Cloud Comms. Project Management, Power BI
Competencies:
- Strong Analytical, critical thinking and troubleshooting skills
- Ability to effectively prioritise and execute tasks in a high-pressure environment to allow for a timely resolution
- Excellent Administration and Record Keeping skills
- Excellent Communication (Verbal and Written);
- Ability to approach, analyse and solve problems in a logical, structured and proactive manner;
- Honest, reliable and dedicated to work ethic with excellent time management skills;
- Ability to perform under pressure;
- Excellent interpersonal skills with an ability to interact successfully within a dynamic, multicultural environment;
- Goal-oriented, control, organizing, planning, self-organization, decision-making, time management and
- Excellent capacity building and support skills with the ability to translate complex IT matters into everyday language for employees, good presentation and facilitation skills.
- Ability to adapt to advancing technologies on an ongoing basis.
More Information
- Job City Cape Town
