About the role
This position is a role that helps accelerate myAgro’s ability to scale, reach 100% sustainability, and increase its impact. This is a full-time position in the Senegal HQ office. The role is focused on supporting technology, products, and IT systems used by office and field staff in the countries we operate in. This role will also gather from the users through the support systems, distill, and share user feedback that becomes an integral part of our product development process. This role will at times also support zone offices and interact with the (mostly remote) global product team.

Key responsibilities are

•  Helping staff and users with technology-related issues
•  Supporting the myAgro software tools and systems 
•  Conducting primary level software troubleshooting and escalating issues to Product and Engineering teams as needed
•  Conducting hardware troubleshooting and escalating issues to other IT members
•  Implementing and assisting on the roll-out of new applications, tools, and systems
•  Prioritize and manage several open issues, created by staff, at one time in our ticketing systems
•  Responding promptly to user queries about the apps/tools supported by the team via chat, Mantis ticketing system, email or phone
•  Assist with testing new products, features, and systems to ensure technology tools are field-ready
•  Managing IT support activities for HQ, zone office and field teams.

Required Skills & Qualifications

•  Bachelor Degree in Information Technology or related field
•  Minimum of 2 years of related experience (IT/Tech Support, IT Analyst)
•  French fluency & English proficiency
•  Highly organized and excellent communication skills
•  Passionate about the use of technology for development
•  Good understanding of computer systems, mobile devices, and other tech/software products
•  Knowledge of Google Suite tools (Google Sheets, Docs and Slides) or other productivity tools
•  Excellent written and verbal communication skills
•  Team player with good interpersonal skills
• Desire to go above and beyond to help users and customers and resolve their issues
• Strong analytical, diagnostic, and problem-solving skills
• Ability to work without supervision
• Personable, professional demeanor
• Coordonnées du recruteur 

 
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