The In-Country Support Coordinator is responsible for coordinating and delivering local operational and technical support for projects, systems, and services for Ethiopia. This role serves as the primary liaison between the in-country teams, regional management, and global support teams, ensuring that service standards, and user needs are met efficiently and professionally.

Key Responsibilities:

• Provide first-line support to end-users and escalate complex issues to regional or global support teams as necessary.
• Coordinate with internal departments to resolve infrastructure or service/application issues within the SLA.
• Track, document, and report on service tickets, ensuring tickets are raised for all issues and are updated and closed as appropriate.
• Act as the local point of contact during project deployments, upgrades, or emergency interventions.
• Build and maintain strong relationships with local stakeholders and partners.
• Ensure support issues are responded to in line with contracted SLA’s and adhering to governance standards.
• Communicate effectively on issues with stakeholders where appropriate and in a timely manner.
• Collate FAQs, build knowledge base and trend analysis where possible.

Required Qualifications and Experience

• Bachelor’s degree in IT or Computer Science or a combination of education and experience in a related field.
• Professional certifications (e.g., JIRA) or related are highly desirable.
• Minimum of 02 years of experience in a similar role managing end-to-end operations.
• Proven experience with support coordination mandatory.
• Solid knowledge of IT ethics, compliance regulations, and Control Managements.
• Attributes strong interpersonal skills, team player, strong problem-solving skills, customer focused (etc. to expand on personal attributes).
• Strong communication skills verbal and written.
• Understanding of software installation on PCs, web-based software and databases (etc to expand on technical skills requirements).
• Ability to work in a fast-paced environment and under pressure.
• Familiar with support tools and software, Jira ideally.
• ITIL certification preferable.
• Working hours Monday to Saturday 8.30am – 5.30pm