Organization: GiveDirectly
Location: Remote | Monrovia
Grade: Mid level – Mid level
Occupational Groups:
Information Technology and Computer Science
Civil Society and Local governance
Project and Programme Management
Managerial positions
Closing Date:
About GiveDirectly
GiveDirectly (GD) provides cash grants directly to people living in extreme poverty. Since launching in 2011, GD has raised over $1B, delivered cash to more than 1.5 million recipients, launched operations in 15 countries, and continues to expand its reach across the Global South. GD has also grown the research base supporting unconditional cash with 20 randomized control trials from its programs, generating rigorous evidence across countries and contexts. As a result, GD has been celebrated as one of the most innovative non-profit companies byFast Company, while the growing cash transfer movement (and GD’s leading role within it) has been featured in theNew York Times Magazine,This American Life,Foreign Affairs, andThe Economist.
Across our global offices, our culture is candid, analytical, non-hierarchical, and agile. We work alongside 750+ individuals who come from 21 different countries and speak 69 different languages. Team members at GiveDirectly attest that diversity, equity, and inclusion are not just buzzwords, but a fundamental part of our culture and values. We actively seek to recruit individuals from the communities we serve, and use DEI as a lens in our hiring practices, programs, and initiatives. Our goal is to maintain a workplace where everyone can bring their authentic selves to work, and feel valued and respected for who they are. We strive to be inclusive of all cultures and experiences while upholding our values globally. In the spirit of our “Know Yourself and Grow” value, we recognize there is always room to improve our team’s working experience. But day to day, we aim to “Create Positive Energy” – we take care of one another, have fun, aim to maximize flexibility and accessibility in roles, and pursue professional development opportunities to stay challenged & engaged in our work.
We are proud to be an equal opportunity employer, and we do not discriminate on the basis of race, color, religion, gender, sexual orientation, national origin, age, disability, veteran status, or any other status protected by law.
Job Overview: This job description outlines the baseline qualifications expected for individuals assuming a Country IT Support position, whether it involves dual responsibilities such as Call Center and Follow Up or as dedicated IT Support services within the country offices. Country Management reserves the right to append any supplementary responsibilities as deemed appropriate.
We are seeking a passionate and dynamic AFM who will be responsible for provision of first level technical support for the GiveDirectly Liberia Office generally, and the Liberia Call Center specifically. The AFM Technology will maintain the different computer networks, providing technical support, and ensuring that the Call Center technical systems run smoothly. The Call Center is central to GiveDirectly’s operations; efforts to register and follow up on recipients on different programs remotely is underway in Liberia as we endeavor to improve our country’s efficiency. All concerns and inquiries from the recipients are/will continue to be routed through the call center. As such, we require an AFM Tech who will vigilantly ensure that the Call Center experiences minimal downtime. The AFM Tech will also support both the Admin and the Procurement Office in an advisory capacity where IT related procurement and administrative services is concerned and will be required to recommend future improvements and engage in training sessions for end-users.
Therefore, the ideal candidate must be proficient in end-user and desktop support, with a deep understanding of endpoint security and mobile device support across Android and iOS platforms. Additionally, expertise in managing call center applications and infrastructure support is required.
Call Center Systems Supports(60%)
Administer and support call center applications and infrastructure (i.e. Call Center Studio, Vicidial) including troubleshooting telephony issues, managing call queues, and optimizing system performance.
Create and manage system permissions and user accounts.
Install and configure phone systems/cloud based applications.
Oversee system performance and report generation
Lead process improvements and modifications
Develop and execute system backup and recovery plans to cater for downtimes.
Assist users in installing and configuring useful applications e.g. MS office, Bluestacks, Taroworks, antivirus etc.
Install and configure users on printers, copiers, and other equipment
Maintain call center system documentation and maintenance on Call Center Studio and other, server and internet
Develop training materials and carry out necessary staff training on the new systems, provide end-user support for the systems
Serve as an escalation resource/answering technical queries and assisting users
General IT Supports for the Country Office Management (40%):
Provide first-line technical support to end users via various channels, including in-person, phone, email, and remote assistance.
Troubleshoot and resolve hardware, software, and network issues for desktops, laptops, printers, and other peripherals.
Implement and maintain endpoint security to safeguard against cyber threats and ensure compliance with the GD security policies.
Document technical procedures, user guides, and troubleshooting steps to facilitate knowledge sharing and improve support efficiency.
Stay up-to-date with emerging technologies, security threats, and industry trends to proactively identify areas for improvement and implement appropriate solutions.
Setup new/old laptops i.e. installation of software e.g. MS office, antivirus, etc.
Liaise with external vendors to have repairs done in a timely manner
With support from the Global Technology Team, troubleshoot & resolve unforeseen IT related problems that come up.
Installation and running of antivirus updates and licenses
Ensuring there is maximum server and network security and the Firewall is functioning optimally
Assess potential risk and mitigation strategies
Oversee secure data storage and internet bandwidth utilization
Regularly advise & guide the Procurement and Admin staff/team on procurement of the right IT hardware and software e.g. laptops, phones, internet connection, etc.
Monitor ongoing contracts with suppliers of IT related resources; timely communication on license renewals e.g. Call center support, Antivirus and other
Ensure compliance with quality standards by providing reports on the user experience for the items already in use to help advise Procurement and Admin on the next steps.
Maintain an updated record of IT materials and resources to help enhance management of IT inventory.
Required Qualifications:
Minimum Bachelor Degree in Computer Science, Information Technology with knowledge in Data Management, Computer Networks and Maintenance, and information Systems from an accredited University
Other competencies:
Proven experience in end user support and desktop support roles, preferably in a multinational environment.
Strong understanding of endpoint security principles and experience with security tools such as antivirus software, firewalls, and intrusion detection/prevention systems.
Proficiency in managing internet connectivity and security protocols, including VPNs, firewalls, proxy servers, and SSL/TLS encryption.
Understanding of call center applications and infrastructure, such as IVR systems, and CTI integrations.
Excellent communication and interpersonal skills, with the ability to effectively communicate technical information to non-technical users.
Strong problem-solving and analytical skills, with a proactive approach to identifying and resolving issues.
Industry certifications such as CompTIA A+, Network+, Security+, or Microsoft Certified Desktop Support Technician (MCDST).
Experience with ITIL framework and IT service management practices.
Detailed knowledge of industry best practices.
Demonstrated understanding of IT Management.
Relevant IT degree or industry experience.
Read more about our ongoing diversity, equity, and inclusion efforts here and about our decision to move our central support teams to remote first here.
About the hiring process
Format: The hiring process follows the same general outline for all open roles:
First interview (30 mins)Take home skills assignment (~2 hours)Second interview (1 hour)*Third interview (1 hour)*Final interview (1 hour)Reference checks (30 mins each)
*For some roles, second & third interviews are combined into a panel interview. If there are adjustments or variations on this process, those changes will be communicated during the first interview.
Venue: We conduct interviews over Google Meet with camera on (unless communicated otherwise).
Accessibility: Closed captioning is available during all Google Meet interviews, and interviewers will also post interview questions in the chat box throughout the call. If you need assistance accessing either of these features, please let your interviewer know at the start of your interview!
We’re committed to running an inclusive and accessible application process for all of our open roles. If there are questions or concerns you have about the accessibility of our hiring process, we warmly invite you to reach out to careers@givedirectly.org.
**GD is committed to observing all local, national and international laws that protect children, vulnerable adults, and basic human rights of all. GD is committed to a policy of “zero tolerance for sexual exploitation, abuse, and harassment (SEAH)” and expects anyone who works for GD to uphold the protection and safeguarding of our recipients as a priority.**
#LI-REMOTE