Rwanda IT Operations Administrator

Job Summary

The Rwanda IT Operations Administrator coordinates IT operations, endpoint management, and Tier 2 technical support for One Acre Fund (Tubura) in Kigali. This administrator manages laptops, tablets, MDM solutions, and networks, leads medium-complexity IT projects, ensures security compliance, and optimizes IT processes to support field staff across Rwanda.

Key Roles & Operational Responsibilities

1. IT Operations & Tier 2 Technical Support

• Incident & Request Resolution: Deliver Tier 2 technical support for end-user devices (laptops, mobile phones, tablets), software applications, and network infrastructure, adhering to established service level agreements (SLAs).
• Endpoint & Network Administration: Administer and maintain mobile hardware fleets, desktop environments, and office networks using Mobile Device Management (MDM) solutions and deployment frameworks like Microsoft Deployment Toolkit (MDT).
• Policy & Security Compliance: Enforce enterprise IT security standards, operational procedures, and data governance practices across all digital touchpoints.

2. IT Project Management & Tech Deployments

• Project Delivery: Lead medium-complexity IT deployment projects on time, within scope, and aligned with organizational goals.
• Cross-Functional Coordination: Define project roadmaps, schedule milestones, and direct internal staff, external vendors, and business partners during technology rollouts and system upgrades.

3. Operational Excellence, Asset Control & Continuous Improvement

• Asset & Inventory Governance: Maintain precise records for IT hardware inventory, monitor system health metrics, and preserve operational data quality.
• Process Automation & Optimization: Identify structural bottlenecks in field tech workflows, introducing process standardization, automation, and continuous service improvements.
• Stakeholder Collaboration: Provide empathetic, clear technical communication to non-technical field teams and maintain productive relations with hardware and network vendors.

Foundational Capabilities & Prerequisites

Required Qualifications & Technical Capabilities

• Citizenship & Residence: Must be a citizen or permanent resident of Rwanda.
• Educational Baseline: Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a closely related field.
• Professional Track Record: Minimum 3 years of professional experience in IT support, systems administration, or IT operations management.
• Systems & Deployment Tools: Practical experience using Mobile Device Management (MDM) systems and deployment platforms (e.g., Microsoft Deployment Toolkit [MDT]).
• ITSM & Governance: Knowledge of IT Service Management (ITSM) principles, incident management frameworks, and technology governance standards.
• Language Skills: Fluency in English (written and spoken); proficiency in French is a strong advantage.

Soft Skills & Cultural Fit

• Strong customer-first mindset with clear communication skills for diverse technical and non-technical stakeholders.
• Excellent organizational abilities to prioritize tasks in a fast-paced environment.

What One Acre Fund Offers

• Purpose-Driven Mission: Direct engagement in supporting over 2.8 million Rwandan smallholder farmers to increase farm productivity and resilience.
• Structured Career Growth: Weekly manager check-ins, bi-annual performance and career reviews, structured mentorship, and dedicated professional development budgets.
• Comprehensive Compensation: Competitive salary, health insurance, housing support, and comprehensive local benefits.

Skills Required:

• Computer / Software / It / Data