ICT Officer

INFORMATION SYSTEMS ANALYSIS & DESIGN

• Working with users to formulate and document organizational requirements
• Identifying and evaluating inefficiencies and recommending optimal IT practices, and system functionality
• Taking responsibility for deploying functional solutions, such as adopting and implementing system test plans, which ensure acceptable quality and integrity of the system
• Proposing, designing and developing handy and effective IT solutions for day to day business activities.
• Escalate issues to Regional IT Advisor and to IT Department in Head Office, Dublin, where additional support is required.

 

COMMUNICATION

• Responsible for managing all communication systems for Concern Lebanon, which includes landline, mobile phones, internet services and any others that may come up.
• Manage the contracts for all ISPs in Lebanon, landline and mobile phones, including review of monthly bills, preparing payment requests
• Setting up a system to track all payments for ISPs and phone contracts. Escalate any issues to the Systems Director as required.

HELP DESK SERVICE PROVISION

• Respond to all support requests in a prompt, professional and courteous manner
• Acknowledge support calls, gather and log all relevant information through the issue resolution process
• Resolve issue through a process of analytical trouble shooting in line with supporting methodology (procedure, checklist) using appropriate systems and tools,  research and desk side visits
• Provide technical support to user of communication systems, including Internet / Email, 3G/4G.
• Provide input and support as agreed.

NETWORK ADMINISTRATION

• Assist regular monitoring and maintenance work on the network seeking where possible to prevent faults occurring as per the Concern Standards procedures.
• Implementation and support of IT infrastructure including
  1. Internet communication links and related hardware
  2. WAN and VPN site links and related hard ware
  3. Remote access infrastructure
  4. Wireless LANs standards.
• Build PCs and Servers in accordance with procedures and specifications by Dublin IT

TROUBLESHOOTING

• Provide a technically competent response to requests for maintenance and support of systems installed.
• Liaise with Internal Business Community, 3rd Party service providers (ISPs) and vendors to ensure required technical solutions meet business functional needs and are delivered in alignment with agreed SLAs
• Provide support and assistance through the solutions delivery lifecycle.
• Research and develop alternative and new uses of existing and emerging technology on an on-going basis.

FIELD CAPACITY BUILDING & TRAINING SUPPORT

• Assist with planning, design and delivery of user training for all the staff
• Assist with planning and implementation of systems and service improvements for partners NGOs if requires.
• Assist with the processes to identify investigate local services and services providers e.g. hardware purchase, support and local Internet connectivity options in new locations.

BACKUP AND SECURITY

• Assist in maintaining accurate records of users and usage of the network and use this information to generate relevant and user-friendly statistics.
• Assist in implementing, monitoring and support organization security and protection standards including electrical standards: – mains, , surge protection and UPS
• Implement appropriate backup, restore strategies and mechanisms for all computers/servers, and services in line with specified guidelines by Regional IT adviser and Dublin IT department.
• Detecting, preventing and training on IT breaches such as blackmailing, phishing and other malicious actions

ASSETS MANAGEMENT

• Support the Systems Director in maintaining the fixed asset register for Concern Lebanon.
• Responsible for maintaining the inventory of all IT equipment – hardware, software, and all network equipment. Anticipating for haredware replacement by setting up and following an obsolete asset replacement plan.
• Track and control the movement of equipment between sites and temporary off site work.
• Track and control equipment being added to the network by visiting staff and consultants ensuring compliance with procedures for such movements and data exchange.
• Maintain a file of maintenance and support contracts.
• Maintain a schedule of hardware and software upgrades (e.g. virus protection windows patches) and ensure all PCs are up to date with operating systems patches and antivirus software.
• Implement organisation’s standard IT policies and procedures and provide user training and support policies.  Monitor compliance and report breaches.
• Ensure software licenses are in place for applications used.  Liaise with ICT Regional Adviser and Dublin IT on software and license requirements.

 

 

Other:

• Be aware of, understand and comply with all of Concern’s policies and procedures (Safeguarding, finance, logistics, HR, security management etc).
• Contribute to ongoing security management and planning as necessary.
• Actively participate in any emergency response if called upon to do so (within the existing programme area or in a new one).
• Undertake other related duties as may reasonably be assigned by the Country Director or the Systems Director.

 

 

Required Experience, Skills and Qualifications:

• Good working knowledge about values and administration of an international NGO.
• Sound IT related experience at least 3 years.
• Minimum educational qualification of Degree/Masters in IT/computer sciences
• English speaking is essential and ability to speak a local language is desirable
• Excellent oral and written communication skills
• Ability to lead and guide other staff in IT related matters
• Excellent interpersonal & facilitation skills
• Willingness to travel to remote and unstable locations
• Patience and sense of humour essential
• Empathy with organisations goals is desirable
• Team player
• Flexibility under pressure and in response to changing needs.
• Attention to detail and excellent in numeracy.

 

 

 

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 job with Concern Worldwide will be expected to sign the Concern Staff Code of Conduct and Associated Policies as an appendix to their contract of employment. 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.