Senior IT Operations Associate

The role

The Senior IT Operations Associate delivers reliable and secure technology services across the campus. This person supports devices, applications, networks, cloud services, and physical security technology while using automation and AI to improve service delivery.

What you will do

• Provide L1 and L2 technical support to staff and students via service desk, Slack, Google Meet and phone.
• Diagnose and resolve hardware, software, connectivity, access and application issues in Windows and macOS.
• Manage support tickets through their full lifecycle.
• Identify and automate repetitive IT processes using scripts and workflows.
• Use approved AI-assisted tools to improve diagnostics and response quality.
• Support Google Workspace, Microsoft 365, Microsoft Office and other approved applications.
• Configure laptops, desktops and mobile devices.
• Install, configure and maintain hardware including monitors, projectors, printers and sound systems.
• Monitor network availability, performance and security alerts.
• Maintain and configure the Cisco Meraki environment.

Required qualifications

• Bachelor’s degree in Information Technology, Computer Science, Information Systems or a related field, or an equivalent combination of relevant qualifications and experience.
• At least five years’ experience supporting IT systems, networks and end users in a professional environment.
• Practical experience providing L1 and L2 technical support.
• Strong working knowledge of computer hardware, applications, operating systems, networks and communications technologies.
• Proficiency in current Windows and macOS environments.
• Experience administering Google Workspace or Microsoft 365.
• Experience supporting network infrastructure and diagnosing connectivity problems.
• Understanding of identity and access management, endpoint security and network-security principles.
• Ability to prioritise incidents and work with urgency while maintaining accuracy.
• Strong problem-solving and logical-thinking skills.
• Ability to explain technical information clearly to users with different levels of technical knowledge.
• Strong interpersonal and stakeholder-management skills.

Nice to have

• Knowledge of Cisco Meraki products
• A+, Network+ or Cisco Certified Network Associate certifications
• Strong proficiency in Network Security principles and protocols
• Proficiency in Linux operating systems
• Experience securing computer networks and systems
• Experience working with cloud-based technologies
• Experience working at a higher education institution in Africa
• Knowledge of AI tools and their application in IT support

Before you apply

• Adhering to ALU’s comprehensive safeguarding policy

About the company

African Leadership University (ALU) is a catalyst for transformation aiming to develop a new generation of ethical and entrepreneurial leaders to shape Africa's future.