Reports to:

Head of Support

Technical reporting line:

Regional ICT Coordinator

All NRC employees are expected to work in accordance with the organization’s core values: dedication, innovation, inclusivity and accountability. These attitudes and believes shall guide our actions and relationships.

Role and responsibilities

The purpose of this position is to be overall responsible for all elements of the ICT infrastructure and systems for NRC in Ethiopia. The management of ICT in-country is consolidated in Addis Ababa with frequent field visits to offices around the country.

Generic responsibilities

• Adhere to NRC policies, tools, handbooks and guidelines
• Implement NRC’s ICT policies and guidelines at country level
• Schedule computer related services and maintenance
• Ensure relevant security ICT security policies and data protection requirements are enforced
• Contribute to programme quality and effectiveness by identifying relevant ICT tools to support Programmes.
• Provide ICT support and trainings to staff to the country
• 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.

Specific responsibilities

 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.

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
• 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