Generic responsibilities (max 10)
These responsibilities shall be the same for all positions with the same title. The responsibilities shall be short and essential. Details belong in the Work and Development plan.
- Adhere to NRC policies, tools, handbooks and guidelines
- Implement NRCโs ICT policies and guidelines at country level
- Schedule computer related services and maintenance
- Ensure relevant ICT security policies and data protection requirements are enforcedย
- Contribute to programme quality and effectiveness by identifying relevant ICT tools to support Programmes.ย
- Provide ICT support and trainings to staff in the countryย
- Responsible for high quality and timely reports to the Country Management Group (CMG), Regional and Head Office to contribute to better decision making regarding the ICT ambition and capacity at Country Level.
- Any other duties as may be allocated by supervisor.
Specific responsibilitiesย
- Equipment
- Enforce maintenance schedule as per established routines both internally and with external service provider where applicable.
- Ensure quarterly site visits to field offices to troubleshoot issues and maintain equipment and networks are adhered to and reliably carried out
ย
Software Ensure that machine images are kept up to date (minimum every 6 months) with the essential software suites required. System administration Cisco Meraki dashboard O365/ sharepoint administration Agresso user substitutions FreshService ticketing Networkย Monitor LAN and subsequent WAN bandwidth usage and advice management on LAN/WAN improvement Ensure only standard NRC networking equipment is used on all office networks (Cisco Meraki stack) Work with the Internet Service Providers to troubleshoot issues and ensure network reliability in line with NRC requirements for available bandwidth per user Carry out regular maintenance for VSAT equipmentโs in conjunction with the Internet Service Providersย User support Direct all support queries via the ticketing system and ensure timely feedback is provided to the end users. Monitor the performance of the support provided Management of Vendor Servicesย Work with vendors to schedule repairs and maintenance.ย Request and evaluate services with vendors and service providers.ย Work with ISP and other outside vendors to ensure dependable operations.ย Work with vendors and vendor supplied systems to track service requests through to completion.ย Trainingย Develop and maintain country level Standard Operating Procedures Deliver quarterly virtual training sessions to deal with common issues. Competencies ยCompetencies are important in order for the employee and the organisation to deliver desired results. They are relevant for all staff and are divided into the following two categories:
1. Professional competenciesย
These are skills, knowledge and experience that are important for effective performance.ย
Generic professional competencies:ย
B.Sc. Degree in Computer Science/Information Technology or related field 5 year of experience is required preferably in INGOย Certification in ITIL V3 and above will be an added advantage. Fluency in EnglishยContext/ Specific skills, knowledge and experience:ย
Hands on Experience and knowledge in Hardware, LAN/WLAN, Working knowledge of VSATsย Knowledge of scripting languages (PHP, Python etc.) will be an added advantage. Certification on Microsoft Server/Cisco product is a plus Certification in ITIL V3 and above will be an added advantage. Experience from working as an ICT Officer in a humanitarian/recovery context Prior ICT experience in a setup with environmental and geographical constraints. Ability to work independently to troubleshoot, perform root cause analysis, identify and isolate technical issues Willing to take ownership of issue analysis and resolution efforts and commitment to get results2. Behavioral competencies (max 6)
These are personal qualities that influence how successful people are in their job. NRCโs Competency Framework states 12 behavioural competencies, and the following are essential for this position:
Planning and delivering results Empowering and building trust Communicating with impact and respect Willingness to learn and develop experience Managing resources to optimize results Managing performance and change