The Conservation Technology Support Coordinator (CONSUP-C) position requires excellent interpersonal and technical skills to troubleshoot technical issues, provide timely user feedback, and support the roll-out of new software developed by Panthera, including running global Data Management training workshops and staff upskilling events across Panthera’s globally recognised regional hubs. Moreover, the CONSUP-C is expected to interact closely with Panthera staff and partners directly, as well as create written documentation- requiring excellent written and verbal communication.
- Main responsibilities include:Coordinating with Conservation Technology Support Technician(s).
- Liaise with software users and software programmers to ensure the most effective communication between the two parties.
- Manage associated online support forums and help desk ticketing systems
- Manage software tasks within the associated online project management platforms, alongside the Conservation Technology’s Programming unit.
- Identify hardware and software solutions.
- Troubleshoot technical issues including diagnosing and repairing faults, and resolving network issues alongside the Conservation Technology’s Programming unit.
- Install and configure hardware and software.
- Communicate effectively with Panthera staff and partners to quickly get to the root of their problem.
- Provide timely and accurate feedback.
- Communicate with Panthera staff and partners through a series of actions to resolve a problem.
- Follow up with users to ensure the problem is resolved.
- Support the roll-out of approved Data Management software alongside the Conservation Technology’s Programming unit.
- Create procedural documentation of software use and data management best practices alongside the Conservation Technology’s Data Management unit.
- Manage multiple cases at one time.
- Test and evaluate new technologies.
- Delegate tasks to CONSUP Technicians in order to realize the successful completion of objectives, and
- Monitor the performance of CONSUP Technicians, and provide them with practical guidance, as needed.
- Local and international travel may be required.
Qualifications and Experience
- BSc in Computer Science or Information Technology, or relevant experience with exceptionally strong future potential to advance (STEM Staff).
- Prior experience in tech support, desktop support, or a similar role.
- Proficiency in Windows/Linux/Mac OS.
- Experience with remote desktop applications and help desk software.
- Attention to detail and excellent problem-solving skills.
- Strong interpersonal skills.
- Excellent written and verbal communication.
- 1-year of experience in programming, including one of the following: R, Python, Java, HTML.
- 1-year of experience in a management position.
- Prior experience in wildlife conservation is favourable.
Applications close 31 October 2023. CVs must include two professional referees and their contact details. If submitting a cover letter, ensure that CV and cover letter are uploaded as one document. Only candidates who apply via the Panthera Careers Page will be considerded.
Only shortlisted candidates will be contacted.
Although this position is open to candidates of any nationality, suitably qualified South African nationals will be given preference.
