ICT Coordinator

Equipment

• Enforce maintenance schedule as per established routines with an external service provider
• 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 each October
• 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 Ethiotel to troubleshoot issues and ensure network reliability in line with NRC requirements for available bandwidth per user
• Implement and maintain networked attendance and CCTV system with centralized monitoring

User support

• Direct all support queries via the ticketing system and monitor the performance of the support provided

Management of Vendor Services

• Work directly 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 training sessions over Zoom to deal with common issues

ICT4B

• Participate in programme Designs / Concept note formulations and provide innovative / digital ways to allow current and future programmes to reach scale.
• Share with programme teams best practices and different digital solutions that can be implemented within the current country context.
• Lead the implementation of Digital Community Hub Initiatives to improve communication with communities in conjunction with RO / HO
• Supports decision making within the CMG team by communicating complex technical ideas and problems clearly.
• Providing the country with relevant technological solutions that assists the country and area / field offices in working more efficiently at the same time saving on costs and time

Skills, knowledge and experience that are important for effective performance

Generic professional competencies:

• B.Sc. Degree in Computer Science/Information Technology or related field
• 4 year of experience is required
• 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
• Knowledge of scripting languages (PHP, Python etc.) will be an added advantage
• 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