Job Type : Full Time
Industry : NGO
Education Level : Medium Level
Information
Communication & Technology Officer
Locations: Kigoma,
Tanzania, United Republic Of
Time type: Full
time
Job requisition
id: R8583
With over 70
years of experience, our focus is on helping the most vulnerable children
overcome poverty and experience fullness of life. We help children of all
backgrounds, even in the most dangerous places, inspired by our Christian
faith.
Come join our 34,000+
staff working in nearly 100 countries and share the joy of transforming
vulnerable children’s life stories!
Key Responsibilities:
Major Responsibilities
Activity 30%
First point of
contact and day-to-day technical support to end users. Regular travel to the
field offices to offer ICT support. Responds to Level 1 and 2 support requests
via multiple sources such as phone, e-mail and remote tools. Logs call data
into the service now system. Interacts with clients in a courteous and
professional manner. Provides user access service to business applications
Collaborates in the development of service-level objectives and takes steps to
meet or exceed targets. Explains service procedures to clients. Follows up in a
timely manner to ensure customer satisfaction Play a central role in organizing
and executing scheduled ICT clinics and knowledge transfer sessions both at the
head office and field offices Ensure computer is set up prior to new hire start
date and any related moves. Handle the relocation of computer equipment as a
result of office or personnel changes.
Request and
setup new user accounts and email accounts (in collaboration with Systems
Administrator).
End Results
Activity 25%
Participates in
deployment of new or upgrade information technology and infrastructure
projects, including assisting co-workers and vendor partners. Installs and
performs minor repairs to hardware, software, and peripheral equipment,
following design or installation specifications. Provides on-going support of
client technology Coordinates the deployment of new or upgraded images,
software and hardware for multiple clients. Configures and installs desktop
PCs, peripheral equipment, laptops and other mobile devices. Follows
established procedures for performing configuration changes, updates and
upgrades. Provides technical support to meetings that include video
conferencing. Diagnoses and resolves client workstation and mobile device
hardware and software issues.
Creates
temporary solutions until permanent solutions can be implemented.
End Results
This will be achieved through unity and trust, wise stewardship, looking
outwards and timely truth-telling with love.
Activity 5%
Adheres to the
integrity of controls, regulations and guidelines. Ensure data protection and
backup of user data with WVT’s data server. Reviews operation processes to
ensure consistent approval and compliance. Makes recommendations and changes as
appropriate. Inform and train users and management in how to adhere to ICT
security policies. In case of virus infection clean out affected equipment.
Undertake
regular data backups with related data logs sheets and installation of
information software in line with WV policies and guidelines
End Results
Activity 25%
Monitor network
to ensure network functionality and availability to all system users.
Configuration of network devices such as Cisco routers, Switches, Cisco Meraki
and other devices. Take lead of Local Area Network (LAN) Installation,
upgrading and maintenance. Install, maintain, troubleshoot, and repair cabled,
wireless and other network infrastructure Work with Internet Service Providers
(ISPs) to ensure the Service Level Agreements (SLAs) are adhered to and outages
are reported and escalated in a timely manner with rebate given for downtimes
experienced.
Support various
productivity tools such as Mobile Phones, WeBex, Skype, portable computer
accessories
End Results
Activity 10%
Tracks
performance metrics. Reviews tracking log to identify recurring problems, or
problems affecting a large number of clients. Participates in integration and
user acceptance testing. Manage the customer satisfaction surveys in
conjunction with the Customer Service Lead Analyze and report the recommended
improvements resulting from the customer satisfaction survey. Creates, modifies
and reviews documentation of issues resolutions. Develops and delivers
documentation to ensure appropriate end-user support. Develops and documents
procedures for performing configuration changes, updates and upgrades. Manage
the inventory of Computer Asset equipment to ensure the timely entry in the
inventory database, monitor movement, withdrawal, reporting and reconciliation
with Accounting Department records
End Results
Knowledge/Qualifications for the role
Required Professional Experience
Required Education, training, license,
registration, and certification
Preferred Knowledge and Qualifications
Travel and/or Work Environment Requirement
Physical Requirements
Language
Requirements
Must be able to
speak, understand and write fluent English
Key Working Relationships
Contact (within
WV or outside WV)
Reason for
contact
Frequency of
contact
IT Manager:
Direction,
supervision, Strategic guidance, leadership and consultation.
IT Systems Administrator:
Strategic/operational
guidance and professional development support.
Help Desk Admin
Handling
customer requests and complaints.
IT Network Administrator:
Joint planning.
Consultation and professional development.
Core Competencies
☒
Deliver Results
☒
Be Accountable
☒
Improve and Innovate
Applicant Types Accepted:
Local
Applicants Only
Our focus is on helping the most vulnerable children
overcome poverty and experience fullness of life. We help children of all
backgrounds, even in the most dangerous places, inspired by our Christian
faith. Together we can protect children today, and empower them for tomorrow.
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