Scope of Work

The consultant will be expected to deliver services in the following areas:

Device Setup, Configuration and Lifecycle Support

Configure, deploy, and prepare new laptops and related peripherals (e.g., printers) for staff.

Perform operating system configuration and ensure required security controls are enabled (e.g., disk encryption, password policies, screen lock, OS/user updates).

Install and configure standard END Fund applications (e.g., browsers, productivity tools, security agents, backup agents where applicable).

Support device handover for new staff and secure decommissioning/reconfiguration for staff exits.

Perform basic hardware troubleshooting and coordinate warranty/repair processes with vendors when required.

Perform in-depth investigations to identify the root cause of recurring technical issues, documenting resolutions and implementing preventative measures to reduce future occurrences

Google Workspace & Drive Management

Support Google Drive and Shared Drives management, including:

Ensuring consistent folder structures and permissions.

Helping staff with file-sharing issues and access requests.

Supporting data organization and basic hygiene (e.g., reducing duplication where practical).

Provide basic training and “how-to” support for Google Workspace apps (e.g, Drive, Docs, Sheets, Meet, Calendar).

End-User Support & Ticketing

Serve as a first-line support contact for Nairobi-based staff and nearby time zones, handling typical issues such as:

Laptops, Printing and peripheral device issues.

Google drive access and usage issues.

Basic troubleshooting for commonly used tools and services.

Use an agreed ticketing system (either the END Fund’s or the consultant’s, as decided) to:

Log all requests and incidents.

Track status, communication, and resolution.

Escalate issues to the global technology team or external providers when required.

Maintain clear communication with users regarding status, expected timelines, and outcomes.

Coordination with Global Technology & External Providers

Work closely with the END Fund’s Director of Technology to ensure:

Local work aligns with global standards and policies.

Complex or security-sensitive issues are escalated appropriately.

Changes affecting broader infrastructure (e.g., network, security tools) are coordinated in advance.

Documentation, Training & Basic Reporting

Maintain basic documentation for:

Local device inventory (assigned to whom, status, key specs).

Simple “how-to” guides or FAQs for common staff issues.

• Provide light-touch training/clinics for staff on topics such as:
• Best practices for using Google Drive/Shared Drives.
• Safe computing and basic cybersecurity hygiene.
• Provide simple monthly reports including:
• Number and types of tickets/issues handled.
• Recurring issues and recommended improvements.

Consultant Profile & Qualifications

The END Fund is seeking an individual consultant (or a firm with a named lead consultant) who meets the following criteria:

Required

• Based in Nairobi, Kenya and able to provide on-site support for staff as needed.

Strong hands-on experience with:

• Device setup and configuration (Windows and/or macOS preferred).
• Certified Google Workspace administrator
• Microsoft Certified: Modern Desktop Administrator Associate
• Experience providing end-user IT support in a professional environment (helpdesk, IT support technician, etc.).
• Ability to use or adopt a ticketing system and follow structured processes.
• Strong communication skills and a user-focused, service-oriented mindset.