IT Infrastructure & Operations Specialist Full Time NEW

MSF Eastern Africa is looking for an IT Infrastructure & Operations Specialist

Do your skills and experience not precisely match the requirements? MSF is an organization committed to promoting diversity and equity by providing equal access to professional opportunities. We understand that women, people of color, indigenous individuals, members of the LGTB+ community, and other underrepresented groups often hesitate to apply for employment if they don’t meet all the requirements. At MSF EA, we strive to create a diverse, inclusive, and genuine workplace. Therefore, if you’re interested in this position but your experience doesn’t align perfectly with the selection criteria, we encourage you to apply anyway. You might be the ideal candidate for this or other positions.

Introduction

Médecins Sans Frontières/Doctors Without Borders (MSF) is an international independent medical humanitarian organisation that provides assistance to people affected by conflicts, epidemics, and natural or human-made disasters and excluded from healthcare. We provide this assistance without discrimination, irrespective of race, religion, creed or political affiliation.

About MSF Eastern Africa

MSF Eastern Africa is the regional institutional office of MSF. It focuses on representation and networking, recruiting and supporting staff from the region, communications and fundraising, as well as working on other dossiers of importance to MSF such as Diversity, Equity and Inclusion (DEI), Data Protection, mutualization, training, medical operational support and environmental health.

Rationale/Objective for Position

The role is responsible for the full lifecycle management of MSF EA’s IT infrastructure, ensuring its design, implementation, maintenance, and monitoring aligning with operational needs. It involves hands-on management of IT systems, networks, and operations, providing technical expertise to support a secure, efficient, and scalable IT environment.

Key responsibilities of the role include infrastructure security, access management, device and software lifecycle management, and troubleshooting of complex technical issues. The role collaborates with IT teams, the Nairobi Techies Network, and MSF global teams to ensure effective infrastructure solutions and IT service delivery.

This position will be hierarchically and functionally accountable to the Coordinator, IT & Facilities Unit and will supervise the Service Desk.

Tasks & Responsibilities

Infrastructure & Network Management

• Manage network infrastructure, including routers, switches, firewalls, wireless networks, video conferencing and meeting rooms equipment, and other communication equipment to ensure high availability and reliability.
• Administer the office network (including any connections to satellite locations), including IP management, VLAN configuration, and bandwidth optimization to support MSF EA’s operations.
• Monitor and troubleshoot network performance issues, coordinating with external vendors and support teams as needed to resolve any disruptions.
• Oversee critical facilities equipment, such as access control systems, CCTV, and other security-related technologies, ensuring they are properly maintained and function effectively.
• Ensure effective delivery of identity management and IT security operations, including network security, ensuring compliance with MSF EA’s security policies and best practices.
• Ensure network security and compliance, monitoring and mitigating risks such as unauthorized access, phishing, and malware.

Asset & License Management

• Manage the procurement, deployment, maintenance, and disposal of IT assets, including network equipment, servers, user devices (laptops, mobile devices and sim cards), and software licenses.
• Ensure an up-to-date inventory of IT assets, tracking asset allocation, location, status, and lifecycle stages.
• Ensure the timely maintenance, upgrade, and replacement of IT assets, minimizing downtime and extending their useful life.
• Manage relationships with vendors and suppliers to ensure timely delivery and optimal pricing for IT hardware and software purchases.
• Ensure proper disposal or redeployment of retired assets while adhering to environmental and data security guidelines.
• Track software licensing for business and productivity applications (Microsoft, security tools, and collaboration platforms).
• Ensure timely hardware/software updates, minimizing downtime.

Service Desk Management

• Serve as Tier 2 & 3 escalation point for complex IT incidents.
• Ensure efficient service desk operations, tracking and resolving issues to maintain a high level of user satisfaction.
• Work with IT teams to implement problem management strategies, preventing recurring issues.

Security & Compliance

• Support the implementation of IT security operations, including network security tools, identity management, disaster recovery, and business continuity plans.
• Monitor the security of critical facilities equipment (e.g., access control systems) and ensure their integration with the overall IT security framework.
• Monitor and maintain firewall policies, VPN configurations, and intrusion detection/prevention systems to ensure the security of the organization’s network infrastructure.
• Monitor security incidents and coordinate with security teams for remediation.
• Ensure IT infrastructure aligns with MSF security policies and best practices.
• Implement and monitor backups for all the infrastructure systems.

Patching, Security Updates & Monitoring:

• Develop and implement a structured patch management process for servers and end-user devices, ensuring timely installation of security updates, firmware, and OS patches.
• Automate patch deployment where possible to minimize downtime and improve security compliance.
• Ensure all endpoints and servers have up-to-date antivirus and endpoint protection solutions, monitoring for compliance and remediate security risks.
• Perform continuous monitoring of servers and laptops, tracking performance, system health, and security threats.
• Use monitoring tools to detect and respond to system vulnerabilities, unauthorized changes, or performance degradation.
• Collaborate with security teams to ensure adherence to MSF EA’s cybersecurity policies, reporting on patching status and security compliance.

Collaboration & Coordination

• Collaborate with MSF global IT teams (contribute to the IT infrastructure working groups that develop global guidelines and best practices), the Nairobi Techies Network and other actors to ensure alignment on the choice of infrastructure and technology solutions that are compatible with EA’s hosting arrangement, and the broader needs for operationalization.
• Eradicate/iron out challenges of support to the hosted staff together with the counterparts from the managing sections.
• Work closely with other IT and Facilities unit teams to ensure seamless integration of network services, infrastructure, and critical facilities technology.

Vendor & Partner Management

• Work with external vendors for IT equipment procurement, network maintenance, and infrastructure projects.
• Monitor SLA performance of service providers and escalate issues as needed.

Knowledge Management & Documentation

• Maintain and document network configurations, procedures, and infrastructure-related knowledge, ensuring it is accessible to internal teams.
• Regularly update knowledge regarding network infrastructure and security, ensuring that teams have the latest insights and guidelines.
• Provide technical guidance to users and IT staff on best practices.

Performance & Reporting

• Track and report on network performance metrics, including uptime, bandwidth usage, security incidents, and other relevant KPIs.
• Provide regular updates on the performance of IT infrastructure, network systems, and service desk operations to key stakeholders.

Facilities Support

• Oversee the integration and management of IT systems with critical facilities equipment, such as access control, security alarms, and surveillance systems, ensuring proper functionality and alignment with organizational security policies.

Project Involvement

• Participate in Digital and IT projects, contributing to the design and implementation of network-related components, ensuring proper deployment and monitoring.
• Support the implementation of new network technologies and enhancements, working with cross-functional teams to ensure their successful deployment.

Events Support Coordination

• Plan and coordinate IT support for events, trainings, and workshops, ensuring smooth technology setup.
• Set up and manage AV equipment, conferencing tools, and network connectivity during events.
• Provide on-site or remote technical assistance to ensure uninterrupted sessions.
• Work with vendors and facilities teams to address any IT-related event needs.

Qualifications

Education

• Bachelor’s degree in information technology, Computer Science, or a related field.
• Relevant certifications (e.g., Cisco CCNA/CCNP, Microsoft, ITIL) are a plus.

Experience

• At least 5 years of experience in network infrastructure management, service desk operations, and IT systems management/administration
• Strong knowledge of network administration (switches, routers, VLANs, firewalls) and network security tools (VPNs, IDS/IPS).
• Hands-on experience with Fortinet solutions (FortiGate firewalls, FortiAnalyzer, FortiAuthenticator) for network security and threat management.
• Experience managing on-premises infrastructure that interfaces with cloud-based services in a cloud-first environment.
• Expertise in Active Directory, identity management, and IT security operations.
• Familiarity with critical facilities technologies, such as access control systems and CCTV integration.

Competencies

• Commitment to MSF’s Values and Principles; to our vision and mission of promoting the rights and well-being of patients and community members at risk.
• Ability to work in a multicultural environment successfully and to demonstrate commitment and support for diversity, gender-responsive, inclusive, and non-discriminatory behavior and attitudes.
• Ability to inspire and build collaborative working relationships.
• Ability to handle highly sensitive situations and confidential information diplomatically and discretely.
• Ability to work independently and take initiatives.
• Ability to manage conflict constructively and effectively.
• Excellent listening and organizational skills.
• Excellent written and verbal communications skills.
• Results and Quality Oriented.

What We Offer:

• An Open-Ended full-time employment contract through MSF East Africa Section Office in Nairobi, Kenya.
• An annual salary of EUR 27,145 at HQ Level 8 based on a full-time appointment.
• Global benefit package; includes school fee benefit/support for dependents and other allowances ranging between EUR 620 to 1,159/month based on individual & administrative status.
• Other benefits include; 25 days of annual leave, Employer Pension contribution, Medical Insurance cover (staff and family), Relocation support for non-Kenyan residents etc based on MSF EA terms/conditions.