Job Description

Under the direct supervision of the Field Coordinator - Hagadera field office and technical supervision by IT Manager, the IT Officer will be responsible for providing daily technical support and troubleshooting of all computer systems with consideration to the needs and requirements of the Hagadera office.

Major Responsibilities

IT Support - Provide Level 1 and Level 2 Support

• Work with end-users or IT colleagues (or Service Desk) on resolving Level 1 and level 2 issues in Hagadera Field Office.
• Resolve or escalate Level 3 issues to appropriate internal or external resource (IT Manager/Regional IT lead /Applications team Service desk and vendor) as necessary.

Installation / Configuration / Management Of

• Desktop/laptop hardware and software, and peripherals, using IRC standard Windows 10 operating system image.
• Service-Now (IRC IT enterprise ticketing helpdesk system).
• Specialized application installation and support such as, but not limited to, Integra (Dynamics 365), Workday, Rescue Net, ERP, IRHIS.
• Assist with users e-mail account, creation, setup, archiving, termination, and distribution group management.
• Verify and provide technical consultancy to procurement regarding purchasing spare parts for IT equipment and ensuring equipment purchased are of the right specifications and conform to the IRC standard specifications
• Install, document, manage and support wired and secured wireless networks for Hagadera Field Site.
• Monitor the performance of the LAN, WAN and VPN connections in the Hagadera field office.
• Ensure data protection & backup systems are working properly through BOX.
• Improve the network infrastructure (WIFI Access Points, Network QoS and filters, print servers, etc.)
• Local Area Network, wireless network, peer-to-peer or client server architecture, as appropriate.

Collaboration, Strategy Planning, Reporting and Capacity building.

• Provide trainings on demand basis to staff to strengthen knowledge of basic computer skills to end users.
• Serves as the IT liaison with field administration and staff to understand and interpret IT needs at the base level and to collaborate across lines in meeting those needs.
• Delivers appropriate training programs to ensure high quality professional staff performance in the area(s) of oversight.
• Participates in the documentation and implementation of policies and standard operating procedures to ensure effective operation of an organization.
• Participates as a member of the IT team in planning, problem resolution, and reviewing department performance.
• In coordination with the IT Manager, put work plans in place for improving IT systems, Internet connections and local networks for better performance and benefits.
• Regular monthly reporting as per the report template and submission to the geographical and functional managers.
• Performs miscellaneous job-related duties as assigned.

Qualifications

• Bachelor's degree; at least 5 years of progressively responsible work experience directly related to the duties and responsibilities specified.

Knowledge, Skills And Abilities Required

• Knowledge and understanding in Networking and Infrastructure Technologies (LAN/WAP administration, Cisco Meraki environment, and Cyberoam skills will be added advantage)
• Windows Environment management: Client – Windows 10 and Server 2016 server administration skills
• Working knowledge in Cloud computing technologies and data storage – BOX Inc.
• ITIL V4 fundamentals to administer and manage the service desk platform and improve SLAs.
• Project management skills (PMI)
• Strong interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in a diverse community.