ICT Officer (Vacancy Reference Number-VRN IO-AD-26-001)

• BASE LOCATION:  Aden, Yemen
• REPORTING TO:  Operations Manager
• LINE MANAGEMENT RESPONSIBILITIES:  As per organizational needs

PURPOSE OF DIVISION:

The ICT division is responsible for delivering all ICT services across Yemen in three key areas: Infrastructure, Information Systems and Service Delivery.  In consultation with HQ ICT, the division will lead the consolidation of services and centralization of ICT infrastructure across Yemen, helping to build a more connected, reliable and effective organisation.

The ICT division also ensures the development, utilisation and maintenance of all systems to enable the organisation to reach its current and future strategic objectives.

JOB PURPOSE:

The ICT Officer is responsible for providing first-line (1st line) support to all staff in Yemen by answering, logging and tracking support calls. Duties include managing, troubleshooting, and resolving issues with workstations, laptops, telephones, and authorised software installed on peripheral devices. 
The ICT Officer also helps solve technical problems, introduce new solutions, and maintain ICT systems, networks and assets.

KEY WORKING RELATIONSHIPS

• Build and maintain strong relationships with internal and external clients to ensure ICT services are provided promptly and to a high standard.

SCOPE AND LIMITS OF AUTHORITY

Scope of the Role: 

Reporting to the Operations Manager, the ICT Officer will provide support to all end users through the ticketing system.

The role is also required to support the HQ ICT team with basic server administration across the wider infrastructure and with the resolution of cyber security incidents affecting Yemen. 

Responsibility for Resources: 

• Responsible for updating information into the ticketing system. 
• Responsible for general maintenance and management of IT equipment in Yemen.

KEY ACCOUNTABILITIES

The job holder will be accountable for fulfilling their roles and responsibilities in line with Islamic values and the principles of fairness, humanity, honesty, respect and fair treatment of colleagues and staff.

1.    Support

• To assist in the provision of 1st line ICT support and log support calls. To document the outcomes using the ticketing system to facilitate the resolution of common queries.
• To assist the HQ IT to deploy, install, configure and maintain all PCs/laptops, software, phones, printers and associated peripherals using established deployment technologies as per IRW ICT and Information Security Policies & guidelines.
• To carry out new user setups for all core systems including the creation of domain and application user accounts ensuring physical network connectivity as per IRW IT guidelines.
• Routinely carry out maintenance procedures on all systems and equipment as directed by the other members of the team. 
• Identifies and resolves problems in a timely manner.
• Develops alternative solutions and uses creativity to solve problems.
• Alert supervisor of future equipment/software/training procurement and maintenance needs.
• Assist with technical analysis based on the needs of the organisation.
• Apply diagnostic utilities to aid in troubleshooting.
• Manage and maintain the inventory of ICT equipment, ensuring accurate records, optimal utilization, and timely maintenance or replacement. 
• Support timely budgeting for ICT Software subscriptions, renewals, and hardware refreshes.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Make sure the phone on every desk is working at all times.
• Perform preventative maintenance, including monthly checks and cleaning of workstations, printers, and peripherals and submit a monthly report on work completed to the operations manager. 
• Prepare the Projector and other presentation materials for quality presentations.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups on help requests.
• Develop help sheets and frequently asked questions lists for end users.
• Travel to site offices whenever required and resolve issues independently as far as possible.
• Send a weekly Status report and Time Sheet to operations manager.
• Ability to travel 40% of the time to various site offices/locations.
• Ensure that systems are in place in-country to ensure that operations are managed effectively, staff act in full compliance with local laws, contract or award and donor requirements are met, and organization policies and standard operating procedures are followed.  
• Systems are in place to: 
• Ensure that appropriate staff members are aware of and understand applicable laws, contract or award and donor requirements, and MSH policies and procedures 
• Monitor and ensure compliance.
• The responsibilities and duties are indicative only. The responsibilities and duties are subject to change to meet the needs of the project, the organization and the donor.

2.    Service Delivery 

• Ensure all ICT services are designed and implemented in line with industry/organization standards and current best practice.
• To provide at all times a professional, courteous and rapid response to individual user requests.
• Comply with organisational policies and standards, including ITIL and service level agreement requirements.
• To travel across Yemen.

3.    Handling Equipment

• Help with lifting and mounting of IT related heavy equipment as per organization needs.

PERSONAL COMMITMENT

It is essential that the post holder shows a good understanding and sympathy with the Islamic values and principles as well as commitment to Islamic Relief Worldwide’s vision and mission.

Essential Knowledge, Skills and Qualifications

• Excellent understanding of the workings of computers and laptops
• Excellent communications skills
• High standard of written and spoken English
• Commitment to learning new tools and skills when required. 
• Excellent analytical and problem-solving skills. 
• Good working knowledge of information security principles, with the ability to assist in responding to alerts, detecting threats, and remediating issues to safeguard our digital assets.
• Behaves in a positive manner encouraging staff to give honest feedback on IT services.
• Provides support and training to users on new systems.

Education 

• Master’s Degree (Preferred)/bachelor’s degree in information technology or computer science.  
• Valid professional certifications (see below) for Microsoft/Network/Computer Languages will be an asset. 
• Certifications: Valid professional certifications, including but not limited to Azure Fundamentals, Security Fundamentals, ITIL, Network+ or A+, CCNA will be an asset

Experience

• 5 years of progressive and relevant experience with master’s degree.
• 8 years of progressive and relevant experience with a bachelor’s degree.

Personal Qualities

• Excellent time management skills and the ability to work on own initiative
• Strong focus on customer service

Desirable

• Previous experience of software propagation methods (unattended installation, MS SMS, etc) is desirable
• Experience of Microsoft Windows Server Update Services, Microsoft Windows Remote Desktop Services & Microsoft Windows Deployment Services. 
• Extensive Windows, Mac and iOS or Android experience
• Experience with Python, Dart or GO a plus
• Familiarity with computer networking, TCP/IP a plus
• Familiarity with Symantec Altiris is a plus.