IT Assistant

Job Summary:
The job purpose is to assist in overall maintenance of IT systems and network administration and assist Field office in deployment, maintenance of ISA Server, Windows Server, and Mail Server. She/he is responsible for maintenance of IT system as well as communication system available at field office. The IT Officer would improve computer performance, handles data management and system security. The incumbent of the position would be responsible for ensuring effective and timely communication and assist users in troubleshooting IT Equipment including computers, printers, server, routers, scanners, and network and telecommunication equipment.

In addition to the above s/he will be called upon to provide day-to-day supervision to the IT staff a well as guide IT Focal Point/persons or Project Technical staff (where applicable). S/He should keep abreast of latest development in the IT industry and maintain a close and positive liaison with all vendors/suppliers of IT services and equipment.

The incumbent will contribute to the organizational commitment to promote gender equity and diversity at organizational and program level.

II. Responsibilities and Tasks:

Job Responsibility #1:
Ensure Smooth running of IT Infrastructure i.e. ISA Server, File Server & SCALA Server in FO

-Administration, maintenance and repair of LAN/WAN servers.
-Installation, configuration and upgrade of network operating system
-Implement system and procedures, provided by the IT Manager to ensure timely maintenance of the IT and communication equipments in field office.
-Assist user in Hardware and software issues and provide necessary guidelines.
-Train all staff members about the use of communication equipment such as phone, sat phone, radio, email, internet etc.
-Antivirus update on servers and users machines
-Backup of Servers, SCALA Server and user data
-Ensure only licensed software is deployed in field office
-% of Time: 40%

Job Responsibility #2:
Help desk Administration & Inventory Management

-Supervise & maintain Help desk phone calls, email, register at all times for accurate reporting
-Ensure maintenance of Helpdesk logbook and coordinate related IT support activities.
-Ensure all Helpdesk Tickets are handled properly and timely
-Communicate with the users to keep them advised of open ticket status.
-Maintain running pool of spare IT/audio-visual equipment in the Helpdesk.
-Issue all pooled inventory items and Ensure effective use of pool equipments
-Ensure end user proper use of pool equipments thru on the spot training or various training session
-Monitor performance of Helpdesk support staff and contractors, vendor and provide feedback
-Plan and implement action steps to improve Helpdesk response and effectiveness
-Liaison with vendors and service provider and follow up repair and maintenance
-Provide after hours support as needed
-Process of all Helpdesk related repaired bill of the vendors, arrange approval and payment the bills.
-Check all relevant documents for processing the bills and verify the bills against the work request.
-Provide monthly/quarterly report of Helpdesk activities.
% of Time: 15%

Job Responsibility #3:
Hardware and Software troubleshooting (User Support)

-Ensure physical security of computer equipment and accessories
-Configure & install new hardware
-Troubleshoot existing hardware
-Install, configure and repair network and stand-alone printers and other peripherals
-Ensure effective use and proper maintenance of IT and AV equipments
-Ensure timely monitoring of IT equipments in used in the field
-Maintain warranty of IT equipment purchased by CIP and warranty coverage. Maintain liaison with vendors to ensure proper and timely warranty claims.
-Receive bills and invoices for supplied equipments and quality check.
-Manage and maintain the movement of incoming and outgoing IT equipments in Helpdesk.
-Configure OWA mail for network users
-Troubleshoot all e-mail and internet related problems
-Periodic cleanup of individual mailboxes of users

% of Time: 20%

Job Responsibility #4:
PABX & Telephone Network Management.

-Monitoring PABX Exchange & its software.
-Maintenance & Troubleshooting of Telephone Exchange network
-Users telephone numbers & code assignment.
-Liaison with telephonic exchange vendors for maintenance and enhancement of exchange numbers.

% of Time: 10%

Job Responsibility #5:
Network documentation, Policies

-Complete network documentation for FO.
-Implement and manage IT policies for FO provided by CO.
-Ensure all IT equipment and software procured according to CO standards and SOP for FO adhered.
-Check all relevant documents for processing the bills and verify the bills against the work request.

% of Time: 10%

Job Responsibility #6:
Perform other duties as assigned.

o Seeks innovation and value added ways to conduct business
o Seeks cost effective measures technology solutions
o Lead technical implementation as required
% of Time: 5%

III.Problem Solving (Thinking Environment)
Be able to understand the problem and provide solutions in consultation with the IT Manager or in light of own knowledge. Must use interpolative skills to pick and choose the right strategy to address a given problem and also has to deal with variable situations, which need analysis, problem definition.

IV. Qualifications (Know How)

A) Education/Training
Required:
BSc. Degree in Computer Science/ Information Technology or equivalent combination of education and work experience.

B) Experience
Required:
Minimum of 2 yrs of experience in providing Network Administration, Maintenance & Troubleshooting. Experience of desktop Application Installation & Support, Helpdesk supervision and Hardware support on a Win 2003/2008 Network environment and MS-Exchange Server administration and maintenance. Experience in CISCO routers installation and configuration

C) Technical Skills
Required:
- Network trouble shooting experience;
- Knowledge of Active Directory and Domain Controllers;
- Ability to work in the Domain Environment;
- Ability to work on CISCO routers and CISCO firewall
- Proficiency in Computer applications;
- Excellent spoken and written English;
- Able to work in a team environment;
- Strong organizational skills and ability to coach staff in prioritizing workload whilst maintaining a high standard of work;
- Firm belief in teamwork, gender equality, participatory approach and sustainable development.

Desired:
- Ability to think logically and analytically in problem solving environments.

D) Competencies

Respect, accountability, coaching, problem solving, interpersonal skills, collaboration, decision making, information monitoring, customer focus, analytical skill, stress tolerance, accountability.

V. Contacts/Key Relationships
ISP, Director Administration, All Staff, Key SLA Contact, Procurement Officer, Administrator

VI. Working Conditions and Level of Travel Required

.