IT Support Agent

ABOUT ALU

ALU provides higher education for a higher purpose. Our students declare missions, not majors.
They develop the real-world skills to take on the world’s most pressing challenges. And they take ownership of their learning from day one through our peer and student-led approach – because ALU believes in the power and agency of young people to start shaping the future right now.
Together with a world-class faculty and staff, our students are igniting a ripple of positive impact across Africa and the world.

We are dedicated to fostering an open yet secure environment, balancing the safety of students, staff, and visitors with respect for individual rights, and safeguarding responsibilities.

HOW WE WORK

The ALU Team works in starkly different ways to traditional academic bureaucracies. We approach education from first principles, empower individuals to design, test, and implement creative new ideas, and work closely together to craft transformative learning experiences. We are deeply passionate about our students and excited by the challenge of building something entirely new.

The African Leadership University is committed to ensuring the safety and Well-being of all students under our care. As part of this commitment , we have a comprehensive safeguarding policy in place , which outlines our Zero-tolerance approach to any violation of safeguarding.

ABOUT THE TEAM

As an IT Support Agent you will be a reference point for all IT related queries at the user level,  responding to user needs in a timely manner and ensuring the optimal running of all IT systems and  network, among other technical duties. 

You are expected to display good interpersonal skills as you will interact with individuals from various  departments and executive levels over the phone/google hangouts. You are required to listen to their  technical needs, understand their problems and implement solutions to them.

ABOUT THE ROLE

This is a highly operational and student-facing role that requires a strong understanding of student support systems, data integrity, and safeguarding protocols. As our Student Services Agent, you will report to the Student Services Lead and play a critical role in ensuring that student data is reviewed accurately and sensitively, and that students receive timely support across housing, immigration, wellness, and financial aid.

You will be responsible for reviewing sensitive documentation, supporting allocation processes, and ensuring compliance with ALU’s safeguarding and data privacy standards. This role is ideal for someone who thrives in a fast-paced, mission-driven environment and is passionate about creating inclusive and responsive student experiences.

ROLE RESPONSIBILITIES

• Provide support in person or via Google Hangouts (Or any remote support system) to staff,  visitors & students on campus. Support will cover but is not restricted to:
  • L1 Support ticket queue management 
    • Managing tickets through their full-service lifecycle using the service desk ticketing system 
    • Ensuring tickets are updated and clients are kept fully informed of progress within specified SLAs 
    • Support for MS Windows, Linux & Mac operating systems (all current versions)
  • L1 System and application support 
    • Support for G Workspace applications, Office 365, Microsoft Office and general  desktop/application support 
    • Desktop PC/Laptop installation/Mobile configuration 
    • Providing password resets for staff and students on campus and online 
  • Hardware support 
    • Cabling and moving equipment 
    • Peripherals support including printers, projectors, webcams & sound systems 
    • Help liaising with external vendors and third-party service providers in terms of quotations,  surveys and support.

REQUIRED EXPERIENCE

• Bachelor's degree in Computer Science or Information Technology or a related field.
• At least 2 years experience in computer networks and systems maintenance. 
• Possess good technical, logical thought process and problem-solving skills 
• Knowledge of a wide range of computer systems software, applications, hardware, networking,  and communications 
• Proficiency in Windows and Mac operating systems 
• Strong attention to detail and a sense of urgency. 
• Ability to communicate technical guidance and instruction to users
• Fluent in English

REQUIRED COMPETENCIES

• Knowledge IT Support 
• A+, Network+ or Cisco Certified Network Associate certifications 
• Have used Linux operating systems 
• Experience in using and diagnostics for computer networks and systems
• Experience working at a higher education institution in Africa s