Job Title: Senior ICT Officer 
Band/Level / 8A Grade:     
Department: Operations
Location: Aden + Travel to the field office, (Abyan, Al Dale and west coast     
Overtime Eligible: No 

BACKGROUND: The International Rescue Committee (IRC) responds to the world’s worst humanitarian crises and helps people to survive and rebuild their lives. Founded in 1933 at the request of Albert Einstein, the IRC offers lifesaving care and life-changing assistance to refugees made to flee from war or disaster. At work today in over 40 countries and 22 U.S. cities, we restore safety, dignity and hope to millions who are uprooted and struggling to endure. The IRC leads the way from harm to home.
The IRC Yemen began its programs in October 2012. Since establishing its presence in the South of Yemen, in the Red Sea Coastal city of Aden, the organization has grown from just an implementing small project to handling large scale emergency and relief operations. Following the war which broke out in Yemen in March of 2015 and the humanitarian disaster, which was crafted by the same, IRC launched one an emergency response program in the southern governorates of Aden, Lahj, Abyan, Shabwah and Aldalea. Currently IRC Yemen is operating through direct programming and local partnerships, in Health, WASH, Nutrition, Economic Recovery Development, Education, Child Protection, Gender and Women Protection and Empowerment.

JOB SUMMARY: This position will be primarily responsible with assisting and facilitating the installation and configuration of IT infrastructure, staff training and operations of IT activities in IRC Yemen Main office and field offices. The Senior ICT Officer will work closely with the Deputy Director of operations and all program sectors to ensure proper ICT functioning and support.

Main responsibilities:

IT Support-Provide Level 1 and Level 2 support:

• Guide and support Yemen IT team to resolve Level 1 and level 2 issues 
• Be the technical reference for any ICT procurement in Yemen CP
• Diagnose hardware and software faults by questioning clients patiently about a problem and explaining the procedures to them.
• Perform preventative maintenance on all IRC computers and network resources
• Ensure that security updates are properly being applied and that workstations remain up-to-date.
• Performs any other IT related tasks assigned by the supervisor, IT Manager or Regional IT team to accomplish the overall organizational goals

Installation & Configuration of:

• Servers, Windows Server operating system , Domain and essential network services 
• Desktop/laptop hardware and software, and peripherals.
• Local Area Network, wireless network, essential network services peer-to-peer or client server architecture, as appropriate.   
• IRC Standard system image, Windows 11 operating system, Microsoft Office and other IRC application

Maintenance, Repair & Security: 

• Perform preventative maintenance on all IRC computers and network resources.
• Create, implement and manage backup solutions for office/individual users and provide the necessary training on the use of these back-up solutions.
• Update appropriate network security and data loss prevention procedures to safeguard system from physical harm, viruses, unauthorized users and damage to data.
• Create and maintain IRC computer software/hardware inventory ensuring accuracy.
• Create and maintain network documentation to include IP address, system access, email creation system, upgrades and changes to original network, etc.
• Diagnose hardware and software faults by questioning clients patiently about a problem and explaining the procedures to them. 
• Investigate local Internet connectivity options to obtain adequate bandwidth for Intranet and application connectivity.
• Responding within agreed time limits to helpdesk calls

Training, Evaluation, & Testing: 

• Develop and implement user and support staff training, including training on basic care and maintenance of computers and equipment for users.  
• Test and evaluate new technology.  
• Prepare and submit reports that provide sufficient detail for Deputy Director of Operations in order to share it with Regional IT Leads to understand the country office’s computer environment, needs, IT staff availability and skill levels and future plans.

IT Staff supervision and development 

• Provide technical supervision for IT staff in Yemen office by on-the-job support and coaching to promote harmonized program approaches and strategies. 
• Provide technical support for IT staff in Yemen field offices by conduct regular remote meetings and training. 
• Train and Build the capacity of the IT Team members in the Yemen office by providing the needed IT technical training & assistance. 
• Coordinate and delegate IT tasks and activities between IT team members in the different offices In Yemen. 

Projects – Position will be the Country focal point and will need to assist on various IT projects as needed in coordination with the Deputy Director of Operations and Regional IT Lead 

1.    Compliance and Ethics

• Identify, document and timely report any IRC Inventory and Asset deviations following the mechanism in place for appropriate follow up.
• Implement and sustain segregation of duties in Inventory and Assets management and other related functions.
• Review and provide feedback on assigned supply chain reports submitted by country offices;
• Develop and support implementation of improvement plans.
• Promptly Inform the Supply chain coordinator or Deputy Director for Operations and/or County Director any areas of concern or potential or suspected supply chain policy violations.
• Provide constructive support to other functions to ensure effective compliance to policies & procedures.
• Implement discrete, time-bound Supply Chain initiatives which improve performance or compliance (i.e. implementing post-audit corrective action plan)

This job description is not exhaustive and additional tasks in the remit of the role may be added / removed according to operational changes.

Key Working Relationships: 

• Position Reports to:  Deputy Director of Operations.
• Indirect Reporting: Regional IT Coordinator,, Middle East and the North Africa.
• Position directly supervises1 IT Assistant, 1 IT Officer.
• Position technically Supervise: NA
• Other Internal and/or external contacts: describe the nature of departments or groups the position influences or requires support from to accomplish objectives.
• Internal: All departments and users 
• External:  IT equipment and supplies vendors, internet service providers

REQUIREMENTS: 

The requirements should establish a baseline (minimum) for educational background, previous work experience, professional knowledge or certification, specific skills and strengths and any other skill necessary to perform the essential functions of the job.  

Education: Graduation or College degree

Work Experience: Minimum of 6 years in relevant work experience as IT professional or IT support staff

Demonstrated Skills and Competencies:

• Excellent technical knowledge of PC hardware, including Microsoft platform (Excel, Outlook...)
• MCITP course or equivalent experience in windows server environment is a Must
• ITIL V3 Certificate is a plus
• Azure skills and experience
• A+ Certification and/or MCITP Certification preferred
• VMware VCP-DCV Certification is highly preferred
• Strong troubleshooting abilities, especially in networking, MS Applications and MS Operating Systems
• Fluency in English language; written and spoken 
• Experience installing, configuring and managing both wired and wireless LAN. 
• Excellent communication and interpersonal skills required. 
• Customer/Client service experience

Traits:  

• Strong sense of personal integrity.
• Attention to detail.
• Team spirit and problem solving abilities.
• High sense of urgency

Language Skills:   Fluency in English (written and spoken) is required. 

Professional Standards: The IRC and IRC workers must adhere to the values and principles outlined in IRC Way - Standards for Professional Conduct. These are Integrity, Service, Accountability and Equity. 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 Anti-Retaliation and Combating Trafficking in Persons.

IRC is an Equal Opportunity Employer:

IRC considers all applicants on the basis of merit without regard to race, sex, color, national origin, religion, sexual orientation, age, marital status, veteran status or disability. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment.