Job Title: ICT Officer

Reports to: Operations Coordinator

Direct Reports: ICT Intern

Closely Work With: Programmes and Systems teams

ICT department in Dublin and Regional ICT Advisor.

Job Location: Nairobi (Candidates must be legally entitled to work in Kenya at the time of application – National Position)

Contract Details: Fixed term –Twelve (12)months contract, renewable subject to availability of funding

Job Summary:

The job holder will ensure that the IT system in Concern Kenya is functioning smoothly and efficiently in compliance with the organisation’s strategy policy and standards.

Main Duties and Responsibilities

• Provide direction for ICT needs in the country program.
• Align ICT policies and procedures to international standards.
• Ensure the organisation derives maximum value for money from its ICT investment.
• Provide continuous and effective ICT solutions to the organisation.
• Keep abreast of current ICT technologies and standards and provide direction and advice based on knowledge and understanding of current technologies/ICT trends within the market
• Ensure that all staff in the organisation offices have adequate and appropriate ICT skills.
• Ensure that all computer users are provided with adequate and appropriate training based on the needs identified.
• Perform ICT reviews in field offices to ensure the systems are working as per defined standards and procedures.
• Participate in the piloting of ICT projects and contribute towards any ICT initiatives.
• Liaise with the ICT team in the head office and the region to ensure that systems are accessible and running smoothly.
• Periodically update line managers and senior management team on developments in telecommunications issues in the country to improve connectivity as well as reduce costs of connectivity.
• Installation, configuration and maintenance of all communications equipment.

Specific Responsibilities:

ICT Strategy and Policy:

• Implement ICT Strategy and Policy in Kenya.
• Formulate and implement country IT plans, based on impact within the Country Programme framework.
• Sensitize country staff to changes and improvements in technology.
• Proactively understand the software needs of the country and manage and supervise the implementation through the use of contractors (where appropriate).
• Proactively understand the ICT needs of the communities served by the organisation and implement systems so that ICT can be used as an instrument of development and for evaluating the impact of the organisation.

Server and network monitoring and maintenance

• Routine check-up of server functionality through monitoring, storage space and general health of the servers to ensure maximum uptime.
• Carry out other tasks on the servers through active directory delegation as deemed by the ICT department.
• Check Power backup systems including UPSs and inverter status to ensure maximum uptime of the system.
• Protect the server and data (data security, virus scanning as per the organisation’s policies and guidelines) as part of preventive maintenance routine
• Routine check of the condition of the network and propose necessary upgrades or changes to ensure efficiency.
• Maintain a log for server, network and general ICT problems.

Data backup

• Ensure compliance in data backup and storage.
• Monitor the backup and end-user volumes on the server disk weekly.
• Carry out server backup/restore (as per the organisation’s policies and guidelines) – disaster recovery with the help of the regional and helpdesk staff.
• Lead the use of cloud space for collaboration and information sharing via SharePoint and part of the digital workspace project.
• Ensure offsite backups are taken at least once a week.

Users support

• Manage ICT tickets and all ICT-related related raised in the global helpdesk platform and escalate issues where appropriate.
• Help users with day-to-day ICT problems such as logging into the network, printing to network printers, recovery of deleted files, monitoring problems affecting server configuration files etc.
• Advise users and induct new users to follow ICT policies and guidelines including roll-out and sensitization to staff on ICT User Regulations.
• Coordinate various ICT training programmes for Concern Kenya staff.
• Keep a log of users’ complaints and support/solutions provided.
• Provide technical support for the use of Concern’s corporate software such as Microsoft Dynamics GreatPlains (GP) including installation, configuration, backup etc.
• Help users to understand ICT policy gather feedback from the users on the policy and propose changes/updates.
• Implement, enforce, and maintain a proper filing structure on the server for information and file sharing within the offices.

Monitoring hardware maintenance- outsourcing

• Ensure hardware maintenance contracts are renewed and any new hardware is included in the maintenance contract once the warranty period is over.
• Ensure preventive maintenance on ICT hardware is done thoroughly by a service engineer.
• Ensure a service engineer for every problem solved writes service reports (if any).
• Keep a logbook of action.

Workstation maintenance by ensuring the following;

• Periodically check workstations, scanning hard disks ensuring virus protection as per Concern’s policies and guidelines.
• Be proactive and mitigate potential problems before they occur.
• Keep a log of problems and solutions.
• Keep contact with ICT department headquarters and outside ICT companies for necessary supplies and services.

Procurement and document the IT inventory and network

• Advice on reliable sources for various products and services as required by the organisation’s purchasing standards.
• Maintain purchase registers for hardware and software procurements.
• Maintain an ICT inventory and update the inventory list on the global helpdesk system inventory section.
• Maintain an inventory list for all communications equipment including Satellite phones.
• Update network infrastructure documentation as per changes in the network.
• Manage the use of the organisation’s laptops, desktops, cameras, cell phones and multimedia
• Maintain asset register for all special additional licenses and schedule any appropriate renewals and additions with agreement with the IT department.

Email management

• Manage the email client system and ensure the smooth functioning of email services on a cloud-hosted platform with the other team members.
• Follow-up requests to create new user accounts and thereafter set up and configure the E-mail client for the user.
• Manage on boarding and off boarding of users as directed by the HR team.

Other Tasks

• Evaluate emerging trends and technologies in the organisation’s context and present findings, recommendations and specifications through written reports & presentations.
• Participate in and as part of the regional ICT network.
• Travel to Concern’s project sub-offices regularly to audit the IT system there and support these offices in any IT-related matters.

Others

• Adhere to and promote the standards outlined in the Concern Code of Conduct and associated policies to their team, beneficiaries, and be committed to providing a safe working environment
• Participating and contributing towards Concern’s emergency response, as and when necessary
• Take all possible measures to meet Core Humanitarian Standards (CHS)
• Any other duties as assigned by the Line Manager

Minimum Education, Qualifications & Experience Required:

• University degree in ICT (or equivalent qualification from a technical institution or substantial working experience in ICT domain)
• At least 3 years of experience working in ICT Support, ICT project planning and helpdesk administration environment
• Excellent knowledge of Computers and related hardware and ability to troubleshoot and resolve hardware and software-related problems.
• Good Knowledge of Windows 2008/2012/2016/2019 server, windows 10/11
• Good knowledge of software programming and application development including mobile apps.
• Good Knowledge in virtualisation and VMware server/client working environment.
• Knowledge in ICT-hosted solutions and cloud-based services especially Windows Azure, Office 365, and other platforms such as IaaS, SaaS, and PaaS.
• Knowledge on ICT4D-related project methodologies and best practices.
• Knowledge is SQL servers and SharePoint services
• Knowledge on Digital Data gathering techniques.

Desirable

• Experience in user-centred design (UCD) approach in supporting Information systems designs.
• Experience in organisational ICT project planning and implementation.
• Good interpersonal skills
• Ability to provide training for small groups based on needs.
• Experience in ICT planning and budgeting is desirable
• Good communication skills at the local and international levels.

Preference will be given to candidates who possess the following:

• Good computing and report writing skills
• Be able to work independently, as well as in a team
• Be willing to accept responsibility and to show good judgment, initiative, and resourcefulness
• High integrity and demonstrated ability to follow standards and policies
• Ability to work in a systematic and organized manner and to tight deadlines
• Positive attitude and willingness to learn
• Fluent in both spoken and written English and Kiswahili. Fluency in local language/s skills is an added advantage.

Competencies required:

• Managing yourself
• Decision making
• Delivering results
• Communicating and working with others

Safeguarding at Concern: Code of Conduct and its Associated Policies

Concern has an organisational Code of Conduct (CCoC) with three Associated Policies; the Programme Participant Protection Policy (P4), the Child Safeguarding Policy and the Anti-Trafficking in Persons Policy. These have been developed to ensure the maximum protection of programme participants from exploitation, and to clarify the responsibilities of Concern staff, consultants, visitors to the programme and partner organisation, and the standards of behaviour expected of them. In this context, staff have a responsibility to the organisation to strive for, and maintain, the highest standards in the day-to-day conduct in their workplace in accordance with Concern’s core values and mission. Any candidate offered a consultancy opportunity with Concern Worldwide will be expected to sign the Concern Code of Conduct and Associated Policies as an appendix to their consultancy contract. By signing the Concern Code of Conduct, candidates acknowledge that they have understood the content of both the Concern Code of Conduct and the Associated Policies and agree to conduct themselves in accordance with the provisions of these policies. Additionally, Concern is committed to the safeguarding and protection of vulnerable adults and children in our work. We will do everything possible to ensure that only those who are suitable to do consultancy work or volunteer with vulnerable adults and children are recruited by us for such roles. Subsequently, being hired as a consultant with Concern is subject to a range of vetting checks, including criminal background checking.

Concern’ is the trading name of ‘Concern Worldwide’, a company limited by guarantee, registered number 39647; registered charity number CHY 5745, registered in Ireland, registered address is 52-55 Lower Camden Street, Dublin 2, Ireland. Follow Concern online: www.concern.net