IT Support Consultant – Nairobi 32 views1 applications

1. Background
The END Fund is a philanthropic initiative dedicated to controlling and eliminating neglected tropical diseases. As part of strengthening its technology and data capabilities, the END Fund is seeking an IT Support Consultant based in Nairobi, Kenya to provide hands-on technical support to staff, particularly those located in Nairobi and the broader Africa
region.
This role is intended to complement our existing global managed IT services and cybersecurity
arrangements by providing local, responsive support for devices, Google Workspace and Drive
management, and end-user ticketing.

2. Objective of the Consultancy
The primary objective of this consultancy is to ensure that END Fund staff in Nairobi (and, where
relevant, remote staff in similar time zones) have:
-Properly set up and secure devices (laptops and peripherals).
– Well-managed Google Drive/Shared Drive structures.
– Timely, user-friendly technical support through a structured ticketing process.
– A reliable liaison to the global technology team and any external managed service providers.

3. Scope of Work
The consultant will be expected to deliver services in the following areas:
3.1 Device Setup, Configuration and Lifecycle Support
• Configure, deploy, and prepare new laptops and related peripherals (e.g., printers) for
staff.
• Perform operating system configuration and ensure required security controls are enabled (e.g.,
disk encryption, password policies, screen lock, OS/user updates).
• Install and configure standard END Fund applications (e.g., browsers, productivity tools,
security agents, backup agents where applicable).
• Support device handover for new staff and secure decommissioning/reconfiguration for staff
exits.
• Perform basic hardware troubleshooting and coordinate warranty/repair processes with vendors
when required.
• Perform in-depth investigations to identify the root cause of recurring technical issues,
documenting resolutions and implementing preventative measures to reduce future occurrences
3.2 Google Workspace & Drive Management
Support Google Drive and Shared Drives management, including:
– Ensuring consistent folder structures and permissions.

– Helping staff with file-sharing issues and access requests.
– Supporting data organization and basic hygiene (e.g., reducing duplication where practical).
Provide basic training and “how-to” support for Google Workspace apps (e.g, Drive, Docs, Sheets,
Meet, Calendar).
3.3 End-User Support & Ticketing
Serve as a first-line support contact for Nairobi-based staff and nearby time zones, handling
typical issues such as:
– Laptops, Printing and peripheral device issues.
– Google drive access and usage issues.
– Basic troubleshooting for commonly used tools and services.
Use an agreed ticketing system (either the END Fund’s or the consultant’s, as decided) to:
– Log all requests and incidents.
– Track status, communication, and resolution.
– Escalate issues to the global technology team or external providers when required.
Maintain clear communication with users regarding status, expected timelines, and outcomes.
3.4 Coordination with Global Technology & External Providers
Work closely with the END Fund’s Director of Technology to ensure:
– Local work aligns with global standards and policies.
– Complex or security-sensitive issues are escalated appropriately.
– Changes affecting broader infrastructure (e.g., network, security tools) are coordinated in
advance.
3.5 Documentation, Training & Basic Reporting
Maintain basic documentation for:
– Local device inventory (assigned to whom, status, key specs).
– Simple “how-to” guides or FAQs for common staff issues.
Provide light-touch training/clinics for staff on topics such as:
– Best practices for using Google Drive/Shared Drives.
– Safe computing and basic cybersecurity hygiene.
Provide simple monthly reports including:
– Number and types of tickets/issues handled.
– Recurring issues and recommended improvements.

4. Timeframe, Level of Effort & Location
Location: Primarily Nairobi, Kenya, with an expectation of being able to provide in-person support
to Nairobi-based staff as needed.

Mode of work: Hybrid – a mix of on-site visits and remote support, to be agreed with the END Fund.
Timeframe: Initial engagement of 3-6 months with potential for extension based on performance and
organizational needs.
Level of effort: Approximately 10 hours per week.

5. Deliverables
Key deliverables include, but are not limited to:
• Properly configured and documented devices for all Nairobi-based staff (and other assigned
users).
• Google Workspace and Drive accounts managed according to agreed standards and
permissions.
• A functioning, trackable process for user support and ticketing.
• Short monthly summary reports on activities, tickets, and notable issues/risks.
• Updated local IT inventory and simple documentation for common processes.

6. Reporting & Management
The consultant will report to:
– Title: Director of Technology and Data
Regular weekly check-ins will be held to:
– Review open issues and upcoming needs.
– Align on priorities and any changes in scope.

7. Consultant Profile & Qualifications
The END Fund is seeking an individual consultant (or a firm with a named lead consultant) who meets
the following criteria:
Required
Based in Nairobi, Kenya and able to provide on-site support for staff as needed.
– Strong hands-on experience with:
– Device setup and configuration (Windows and/or macOS preferred).
– Certified Google Workspace administrator

-Microsoft Certified: Modern Desktop Administrator Associate

– Experience providing end-user IT support in a professional environment (helpdesk, IT support
technician, etc.).
– Ability to use or adopt a ticketing system and follow structured processes.
– Strong communication skills and a user-focused, service-oriented mindset.
Desirable
– Experience working with non-profit organizations or international NGOs.
– Familiarity with IT and cybersecurity best practices (e.g., secure passwords, MFA, patching,
phishing awareness).
– Experience coordinating with remote/global technology teams or managed service providers.

8. Proposal Requirements
Interested consultants are requested to submit a proposal that includes:
1. Cover Letter
– Brief introduction and statement of interest.
2. Technical Proposal
– Description of your relevant experience in device setup, Google Workspace/Drive management, and
end-user support.
– Summary of your proposed approach to:
– Handling day-to-day support.
– Managing Google Workspace and Drive.
– Logging, tracking, and escalating tickets.
– Any tools or systems you propose to use (e.g., ticketing tools, remote support tools).
3. Financial Proposal
– Day rate and/or hourly rate (in KES).
– Any proposed retainer structure,
– Overage rates for additional hours.
– Any assumptions or exclusions (e.g., hardware procurement not included, travel beyond Nairobi,
etc.).
4. Curriculum Vitae (CV)
– Detailing education, certifications (if any), and relevant work history.

5. References
– Contact details for at least three (3) reference firms who can speak to your IT support and/or
Google Workspace experience.