IT Officer

Job Description

Under the direct supervision of the Field Coordinator and Technical supervision of 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 Somalia country program.

KEY 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 Mogadishu and Dhusamareeb Field Offices. - 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. - Perform preventive maintenance on all IRC computers and network resources.

Installation & Configuration and management of:

- Servers, Windows server 2019 operating system, Domain environment and essential network services. - Desktop/laptop hardware and software, and peripherals, using IRC standard Windows 10 operating system image. - Microsoft Office support, Active Directory Maintenance, logging of problems in Service-Now IRC IT enterprise ticketing helpdesk system. - Specialized application installation and support such as, but not limited to, ERP Microsoft dynamics 365, Workday, Rescue Net, HRIS system, Box usage and collaborative tools such as Ms Teams. - 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 is of the right specifications and conforms to the IRC standard specifications. - Install, document, manage and support wired and secured wireless networks for designated sites and extra support to other field offices as and when required. - Monitor the performance of the network infrastructure across Offices with specific skillsets in VSAT technology. - Ensure data protection Information security best practices & backup systems are working properly (software & hardware) - Improve the network infrastructure (Internet servers, filters, domain controllers, backups, print servers, etc.

Support and administer the Local Area Network, wireless network, peer-to-peer or client server architecture, as appropriate.

Collaboration, Strategy Planning, Reporting and Capacity building.

- Provide training 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. - Data analysis of the existing dashboards for administration and monitoring purposes within Meraki and Nagios. - Participates as a member of the IT team in planning, problem resolution, and reviewing department performance. - Strategic engagement and collaboration with program units and management teams to provide insights, direction and drive the IT strategy effectively. - Participate in the budgeting process and influence input into the IT operating budget. - 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 or weekly reporting as per the report template and submission to the geographical and functional managers. - Performs miscellaneous job-related duties as assigned. - Prepare and submit trip reports that provide sufficient detail for the IT manager to understand the Field office computer environment, needs, IT staff availability and skill levels and future. - Any other IT related tasks assigned by the supervisor or Regional IT team to accomplish the overall organizational goals.

IT Asset Management

- Create and maintain IRC computer software/hardware inventory ensuring accuracy using ServiceNow and other record keeping. - Maintain an updated IT Asset Registry, including software & licenses.

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 environment, Meraki and Cyberoam skills will be added advantage) - Windows 2016 server administration skills - Virtualization expertise on windows platform environments - Working knowledge in Cloud computing technologies and data storage - ITIL V4 fundamentals to administer and manage the service desk platform and improve SLAs and CRM - Project management skills (PMI) - Data analytics and predictive analysis skills - Strong interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in a diverse community traits:

Standard of Professional Conduct

The IRC and IRC workers must adhere to the values and principles outlined in IRC Way - Standards for Professional Conduct. These are Integrity, Service, and Accountability. In accordance with these values, the IRC operates and enforces policies on Beneficiary Protection from Exploitation and Abuse, Child Safeguarding, Anti Workplace Harassment, Fiscal Integrity, and Anti-Retaliation.

Gender Equality & Equal Opportunity

Gender Equality: IRC is committed to narrowing the gender gap in leadership positions. We offer benefits that provide an enabling environment for women to participate in our workforce

including parental leave, gender-sensitive security protocols and other supportive benefits and allowances.

Diversity and Inclusion

at IRC, we are passionate about creating an inclusive workplace that promotes and values diversity. Organizations that are diverse in age, gender identity, race, physical or mental ability, nationality, and perspective are validated to be better organizations. More importantly, creating a safe workspace environment where everyone, from any background, can do their best is the right thing to do. So, bring your whole self to work.

IRC is committed to creating a diverse, inclusive, respectful, and safe work environment where all persons are treated fairly, with dignity and respect. In keeping with our core values of Integrity, Service, Accountability and Equality, IRC strives to maintain a work environment built on mutual respect in which all individuals treat each other professionally, and free of bias, prejudice, and harassment. IRC expressly prohibits and will not tolerate discrimination, harassment, retaliation, or bullying of IRC Persons in any work setting. All IRC staff, wherever they are located, are accountable for creating an environment free of discrimination, harassment, bullying, and retaliation.