Title: IT Officer

Department: Operations

Duration: Fixed-term Contract (FTC)

Reporting to: Operations Manager

Location: Preference will be given to candidates based at one of Greenpeace Africa’s (GPAF) operational offices (South Africa, Cameroon, Senegal, Kenya, DRC, Mauritius). However, flexibility is offered for other locations within Africa, as GPAF operates a hybrid working model with work-from-home as the primary base.

Purpose of the Role

The IT Officer is responsible for the administration, maintenance, and security of the organisation’s IT infrastructure, including servers, networks, systems, and end-user support. This role ensures scalability, operational efficiency, high availability, security, and performance of IT systems and services, supporting business continuity and digital operations in line with organisational objectives.

Main Responsibilities

Systems, Servers & Virtualisation

• Administer and maintain VMware virtual environments.
• Manage Linux and Windows server operating systems.
• Monitor system performance, server health, storage usage, and resource optimisation.
• Perform system monitoring, patch management, upgrades, configuration management, and preventative maintenance to minimise downtime and enhance operational performance.
• Support and maintain VMware, Linux, macOS, and Windows environments, ensuring stability and reliability across all GPAF regional offices.
• Conduct routine backup testing, restoration, and disaster recovery procedures.

Network & Infrastructure Management

• Configure and maintain LAN, WAN, wireless networks (WAPs), routers, and switches.
• Support connectivity for workstations, internet, intranet, and web applications, ensuring reliable and efficient access across all locations.
• Monitor network performance, including Wi-Fi and LAN speed.
• Troubleshoot advanced network and infrastructure issues, including ISP, ADSL, routers, and connectivity failures, coordinating solutions to maintain business continuity.
• Ensure proper operation of UPS systems, air conditioning, and data centre infrastructure.
• Support infrastructure scalability, standardisation, and ongoing improvement initiatives aligned with organisational needs.

Cybersecurity & Data Protection

• Ensure confidentiality, integrity, and availability (CIA) of enterprise data.
• Implement and enforce cybersecurity policies and best practises.
• Maintain and uphold IT security policies, procedures, and access controls to protect organisational systems and assets.
• Manage user access control, permissions, and identity management.
• Monitor systems for suspicious activity, vulnerabilities, and security breaches.
• Support firewall configuration, antivirus protection, and endpoint security tools.
• Conduct regular security audits, vulnerability assessments, and risk analyses to ensure compliance with policies and industry standards.
• Ensure adherence to data protection and privacy regulations.
• Support incident response and cyber incident reporting procedures.
• Lead and contribute to cybersecurity initiatives, including CIS security framework implementation and OKTA SSO integration, to strengthen system and identity security.

End-User Support and Troubleshooting (Service Desk)

• Provide first-level IT support via a ticketing system for hardware and software issues, including advanced troubleshooting for complex problems.
• Ensure timely resolution of user tickets and maintain accurate records.
• Deliver ongoing user training on new systems, software, and tools during onboarding and offboarding processes.
• Log, track, and resolve hardware and software incidents efficiently.
• Manage support operations, maintaining high service levels across all National Regional Offices (NROs).
• Administer user accounts, permissions, and access rights through WorkspaceOne (MDM), OKTA SSO, and Bitwarden to ensure secure system access.

Second-Level Technical Support

• Provide advanced troubleshooting for network, video conferencing, and ISP-related issues.
• Resolve complex infrastructure and system problems escalated from first-line support.
• Assist team members with technical expertise and issue resolution.
• Maintain service continuity and minimise system downtime.

Key Working Relationships

• Technology Vendors (Hardware/Software Providers)
  • Negotiate and manage contracts for IT hardware, software, and services.
  • Evaluate new technologies aligned with organisational needs.
• Managed Service Providers (MSPs)
  • Outsource IT services or infrastructure management (e.g., cloud services, network management).
  • Ensure compliance with Service Level Agreements (SLAs).
  • Monitor performance and service quality.
• Consultants & IT Advisors
  • Engage expertise for specialised IT projects (e.g., cloud migration, security audits).
  • Advise on IT strategy, emerging trends, and industry best practises.
• Data Recovery Services
  • Coordinate recovery efforts in the event of data loss or corruption.
  • Manage restoration of critical systems and data.
  • Ensure backup solutions are reliable and functional.

Backup & Disaster Recovery

• Manage and maintain endpoint backup systems and virtual machine backup environments.
• Ensure regular execution of backup schedules and data integrity checks.
• Perform routine backup monitoring, recovery testing, and validation to guarantee data availability.
• Maintain and monitor backup configurations via the CIBECS system for all Mac and Windows devices.
• Provide regular backup status reports to the line manager.
• Develop and implement disaster recovery procedures to minimise downtime and data loss during incidents.

Documentation, Procedure Management and Reporting

• Develop and maintain IT policies, system configuration documentation, procedures, and best practises.
• Ensure compliance with and contribute to Standard Operating Procedures (SOPs) for incident management and disaster recovery, updating documentation as necessary.
• Provide regular reports and updates to senior management on IT performance, incidents, and strategic initiatives.

Systems Administration & Continuous Improvement

• Manage user accounts, permissions, storage allocations, and access rights.
• Oversee device setup for onboarding and offboarding of staff.
• Research emerging technologies, systems, and cybersecurity trends.
• Recommend and implement hardware and software improvements and upgrades.
• Support IT procurement planning in collaboration with management.
• Negotiate and manage contracts for IT hardware, software, and services in conjunction with management.
• Manage outsourced IT services or infrastructure management (cloud services, network management).
• Develop and maintain system documentation, procedures, and training materials.
• Contribute to planning, implementing, and continuously improving IT infrastructure, systems, and services.
• Ensure IT infrastructure and solutions support operational requirements and organisational growth.
• Maintain accurate and up-to-date network diagrams and technical documentation.

Key Skills & Competencies

• VMware administration and virtualisation technologies.
• Linux system administration.
• Windows Server administration.
• Networking (LAN/WAN, routers, switches, wireless systems).
• Cybersecurity principles (firewalls, endpoint protection, vulnerability management).
• Backup and disaster recovery management.
• Incident management systems (e.g.,