ROLE AND RESPONSABILITIES
• Respond promptly to IT related queries via chat, e-mail or phone as the case may be;
• Assist in the training of other staff members on how to troubleshoot and diagnose systems
related problems.
• Assist to write, edit, and revise training manuals for new and updated software and hardware.
• Diagnose system errors and other issues.
• Provide technical assistance for system related questions and issues.
• Request feedback and/or monitor calls and other methods of correspondence to improve
training methods.
• Serve as first and second level service support to users;
• Run reports and assist in analyzing common complaints and problems;
• Install/ update software for users as required;
• Remotely accessing hardware or software for clients to make changes and fix problems.
ACADEMIC QUALIFICATIONS AND EXPERIENCE
• Brevet de Technicien Superior (BTS)/ Ordinary National Diploma (OND) in Information
Technology, Computer Science or in a similar field from a recognized Institution.
• Microsoft Certified System Engineer (MCSE), Cisco Certified Network Professional (CCNP) or
similar certification will be an added advantage.
• 5 years’ experience in Information Technology or Computer Science or related field is required;
• Experience in working with interactive systems and applied knowledge of the organizations
information infrastructure and IT strategy as it relates to user area(s);
• Applied knowledge of general office automation software and local area networks;
• Knowledge of maintenance of assigned systems and development of innovative approaches to
resolving wide range of issues/problems.
AGE LIMIT
• Be below 50 years old. This provision does not apply to internal candidates.
ECOWAS KEY COMPETENCIES
• Ability to assume a credible presence when explaining rules, standards and expectations (e.g.,
deadlines) to ensure compliance and work expectations are met;
• Ability to motivate self and/or others to engage in discussions that will result in
recommendations to improve processes, templates or other work tools;
• Ability to engage in positive approaches to teamwork, participate actively in discussions and
the achievement of team goals;
• Ability to take responsibility for own career and performance with the occasional guidance from
the supervisor/mentor;
• Ability to build capacity of self and others by sharing knowledge, tools, expertise, and
experience with others to remain proficient and well informed in the execution of assigned role.
• Interpersonal, listening and multitasking skills with a good understanding of client service
responsibilities and role in representing ECOWAS values in all interactions;
• Ability to take initiative to resolve routine problems associated with assigned tasks using good
judgment in involving colleagues or superiors as required;

Ability to work as part of a team with the ability to explain client interactions to resolve
concerns, problems and improve services;
• Ability to manage own time effectively and organize own work area in a manner that will meet
performance expectations related to assigned client services;
• Ability to direct people to the appropriate source for further information and ask for help when
overwhelmed with client demands.
• Ability to apply culturally relevant and appropriate approaches with people from diverse
cultural backgrounds;
• Good diversity management skills to interact with individuals in a manner that is culturally
appropriate and in accordance with ECOWAS rules/policies;
• Ability to recognize preconceived notions and stereotypical views of certains groups and
individuals and to successfully adopt inclusive and culturally appropriate behaviors;
• Ability and responsibility for incorporating gender perspectives and ensuring the equal
participation of women and men in all areas of work;
• Knowledge of diversity management as it relates to daily work expectations and assigned tasks.
• Knowledge of the ECOWAS mandate and operational goals of relevance to assigned
responsibilities;
• Ability to keep up to date with Departmental activities, schedules and goals of pertinence to
own work team, functional area;
• Knowledge of ECOWAS procedures relevant to assigned work and the ability to apply sound
judgment in their application;
• Demonstrated strong interest and commitment to ECOWAS values and activities in daily
assumption of duties.
• Excellent ability to maintain, process and provide accurate information as part of assigned
tasks;
• Ability to organize files and information for easy retrieval and record keeping;
• Ability to spot mistakes, act promptly to correct them and learn from experiences;
• Knowledge and ability to challenge and question fundamental assumptions regarding
accepted ways of doing things in the spirit of improvement.
• Ability to use current technology to communicate effectively e.g., office software programs,
including spreadsheets, word processing and graphic presentation software; ability to type and
format presentations, reports, manuals, newsletters, website content and proficiency in
information communication technologies (ICT);
• Well-developed information sharing skills using technology and in accordance with established
processes and practices;
• Advanced verbal assertiveness and communication skills with a demonstrated ability to
acknowledge and understand the validity of others’ viewpoints and to respond in a constructive
manner;
• Proficiency in information communication technologies(ICT);
• Fluency in oral and written expressions in one of the ECOWAS official languages of the
Community (English, French & Portuguese). Knowledge of an additional one will be an added
advantage.
• Ability to allocate time for specific task in a manner that will meet deadlines and
quality/quantity expectations