Specific responsibilities 

• 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
  • Work with budget holders to ensure that hardware replacement policy is adequately planned and budgeted for during Master Budget Preparation.
  • Ensure that only standardized equipment is purchased and the number of brands/ models in circulation are limited to the extent possible

• 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

• Network 
  • 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 equipment’s in conjunction with the Internet Service Providers 

• 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 Services 
  • Work with vendors to schedule repairs and maintenance. 
  • Request and evaluate services with vendors and service providers. 
  • Work with ISP and other outside vendors to ensure dependable operations. 
  • Work with vendors and vendor supplied systems to track service requests through to completion. 

• Training 
  • Develop and maintain country level Standard Operating Procedures
  • Deliver quarterly virtual training sessions to deal with common issues.

1. Competencies  

Competencies 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 competencies 

These are skills, knowledge and experience that are important for effective performance. 

Generic professional competencies: 

• B.Sc. Degree in Computer Science/Information Technology or related field
• 5 year of experience is required preferably in INGO 
• Certification in ITIL V3 and above will be an added advantage.
• Fluency in English 

Context/ Specific skills, knowledge and experience: 

• Hands on Experience and knowledge in Hardware, LAN/WLAN,
• Working knowledge of VSATs 
• 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 results

2. Behavioral competencies (max 6)

These are personal qualities that influence how successful people are in their job. NRC’s 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