IT Specialist- Erbil

IT Specialist
Erbil-Country Office 

The Danish Refugee Council assists refugees and internally displaced persons across the globe: we provide emergency aid, fight for their rights, and strengthen their opportunity for a brighter future. We work in conflict-affected areas, along the displacement routes, and in the countries where refugees settle. In cooperation with local communities, we strive for responsible and sustainable solutions. We work toward successful integration and – whenever possible – for the fulfilment of the wish to return home.  
The Danish Refugee Council was founded in Denmark in 1956, and has since grown to become an international humanitarian organization with more than 7,000 staff and 8,000 volunteers. Our vision is a dignified life for all displaced.  
All of our efforts are based on our value compass: humanity, respect, independence and neutrality, participation, and honesty and transparency. 
In 2003, following the start of foreign military operations in Iraq, DRC became one of the first organisations to provide humanitarian assistance in the country, and now operates in 11 governorates, including Anbar, Baghdad, Babel, Diyala, Duhok, Erbil, Karbala, Kirkuk, Najaf, Ninewa and Salah-al-Din. 

About the job 
To manage the DRC Network infrastructure, support and maintain, troubleshoot, upgrade and repair computer hardware, software and peripherals on a day to day basis for the Information, Communication and Technology (ICT) hardware and software systems in use by DRC in the Country Office. Able to independently manage DRC ICT systems as well as implement new systems, co-manage ICT equipment, follow ICT assets lists, write reports as applicable.

Main Responsibilities; 
1.    Provide (ICT) technical support services to end-users. 

• Troubleshoot, resolve and keep reported records of users' problems & solutions offered
• Service and maintain DRC printers and other IT hardware in DRC Country Office
• Format and install drivers and other software on Desktops, Printer\scanners, laptops - making sure only authentic/genuine software is installed
• Manage backup systems for critical DRC data and make sure that backup is stored in both hard drive/server and cloud locations as necessary

2.    Ensure users utilize information technology in an effective and productive/proactive way. In this regard: 

• Advise users on effective and efficient use of ICT tools and facilities (software and hardware).
• Liaise with users to determine their ICT training needs and developing and implementing IT training plans.  Particularly, training users in application software used by the organization.
• Planning, design, documentation and implementation of various systems to include desktops, Laptop PCs, servers’ network equipment, software applications and Multi photocopier scanner machines…etc.
• Provide on-call/remote technical support to Field Offices. Regularly perform on-site (Roving) support across DRC field offices in Iraq
• Produce monthly monitoring reports for field visits and support offered
• Keep an up-to-date inventory of hardware and software resources within DRC Offices in Iraq
• Recommend Information Technology strategies, policies, and procedures by evaluating organization outcomes, identifying problems, evaluating trends, and anticipating requirements.
• Provide induction and User Guide packages for newly joining staff.

3.    Collaborate with the line Manager to:

• Install, configure, and maintain security for LAN/WAN, Internet, wireless, and remote access services at the Country Office in accordance with DRC Service Level Guidelines and IT Operations Handbook.
• Implement new software systems, and undertaking upgrades of existing systems, ensure active Anti-virus use on all computers in line with the DRC standards and guidelines.
• Ensure 100% availability of IT systems and services in Iraq Country Office - (both local area network and for remote data communication/connectivity), and Internet connectivity. 
• Manage Iraq Country Office’s Internet Service Providers’ relations & liaise with them when necessary to resolve internet service issues promptly.
• Assists in planning, design, documentation and implementation of various systems to include desktops, Laptop PCs, servers’ network equipment and software applications.
• Create and maintain good technical documentation, for ICT Tracking equipment and asset management. 
• Make recommendations for purchase of new equipment /services and obsolete Equipment reports when necessary.
• Provide support to create a disposal plan for IT equipment as per the DRC/donor depreciation policy. 

4.    Additional tasks

• DRC Dynamics (DRC’s ERP Software) – support team members in Country office with routine troubleshooting on the system. 
• On request perform any other additional duties assigned by the supervisors in order to allow the organization to function optimally.
• This job description is not a definitive task list but has been done to clarify the responsibilities of the employee. 

Reporting lines 

• Reporting to: Head of Support Services
• Technical reports: Area and Field IT Officers

About you:
Experience and technical competencies: (include years of experience) 

• Minimum of 3 years’ experience working with computer network administration in a medium or large organization or company/corporation setting.
• Windows 2008 and above/12 server, Cisco router experience
• Proficiency in the Microsoft office 365 suite.
• Master in configure and managing online SharePoint and OneDrive
• Excellent interpersonal and negotiation skills and a demonstrated ability to promote harmonious/cohesive teamwork, in a cross-cultural context. 
• Enough experience on managing cloud services and Microsoft Azure
• Proven ability to prioritize tasks, meet deadlines and work with minimal supervision   

Education: 

• Bachelor's degree in Computer Engineering, Computer Science or related field.

Languages: 

• English (fluent)
• Kurdish (Fluent) 
• Arabic (desirable)

Key stakeholders: 

• Head of Support Services
• All Country Office Staff
• Area and Field IT Staff

In this position, you are expected to demonstrate DRC’ five core competencies:  

1. Striving for excellence: You focus on reaching results while ensuring an efficient process.  
2. Collaborating: You involve relevant parties and encourage feedback.  
3. Taking the lead: You take ownership and initiative while aiming for innovation.  
4. Communicating: You listen and speak effectively and honestly.  
5. Demonstrating integrity: You act in line with DRC’s vision and values.  

We offer 
Contract length: 1 year
Band: G- Non-Management
Designation of Duty Station: Erbil-Country Office, with travel across Iraq
Start date: As soon as possible

Application process 
Interested? Then apply for this position by clicking on the apply button. 

All applicants must upload a cover letter and an updated CV (no longer than four pages) in English. Applications sent by email will not be considered. 

Closing date for applications: 23 July 2020

Note: Due to urgency of this position, applications will be reviewed on rolling basis.

If you have questions or are facing problems with the online application process, please visit drc.ngo/jobsupport

For further information about the Danish Refugee Council, please consult our website drc.ngo