It Maintenance And Support

Service Provider: IT Maintenance and Support for CARE International offices in Lebanon: Background: CARE International in Lebanon is an INGO based in Furn El Chebbak, Beirut. CARE is one of the world’s largest humanitarian organizations fighting global poverty, working in more than 70 countries around the world. With more than 65 years of experience and long-term presence in many of the world’s poorest and most vulnerable countries. CARE first established a mission in Lebanon in 2006 and in April 2013 further enhanced its presence in Lebanon in order to address needs of the refugee population and host communities due to the current situation. Currently, CARE Int - Lebanon operates from two offices located in Beirut and one office in Tripoly. During the upcoming year, from September 2016 till August 2017, CARE Int in Lebanon estimates a total of 46 operating employees. CARE Int – Lebanon is looking to hire a service provider to provide hardware maintenance of all Personal Computers, Servers, and Networking (LAN) system for a period of 3 months. To maintain the IT systems in functional condition, the service provider shall offer the following services: A. On –call maintenance service (Remote Support) - Monday through Friday from 8:00am till 5:30pm: 1. The service provider will try to solve any hardware and hardware related software problem support over the phone first and if not solved, will respond (visit) to the site within 1 hour unless any unusual events occur. 2. Depending on the nature of the problem, if faulty equipment should be brought to service provider office for further/thorough diagnosis and repair, in such cases, it will be the responsibility of the service provider to arrange for necessary transportation. B. Servicing: One preventive maintenance visit every month shall be specified, to cover regular maintenance for all devices in Care International in Lebanon. That will include: Cleaning computers and printers from dust every six months, this procedure will increase computers life. Cleaning systems registry to keep systems performance and speed normal. Repair windows system files; this procedure is necessary some times to recover missed system files caused by cleaning system from viruses for example. Keep windows up to date. By download and install windows update from internet. Delete temporary system files, temporary internet files, CHK files and prefetch files, to keep system healthy and increase Disks space. Scan system Hard Disks and fixing logical bad sector if founded and make sure there is no physical Bad sector. Defrag systems to make systems fast. Uninstall unneeded programs, like toolbar, games, and screen saver …ext. to keep system stable. Viruses and spy ware checks by using Anti Virus. Installation and configuration of new hardware. Installation and configuration of new staff laptops and email address. Maintain CARE Int in Lebanon server Check network and internet connectivity. C. One senior technical IT administrator to serve all care offices in Lebanon (Two offices located in Beirut area and one office in Tripoly), to: • Check hardware and execute upgrades, scans, software resolutions, etc. as needed. • Implement any changes and developments requested by the Care International administration. • Problems solution for individual employee desktop & laptops and any related problems. • Other IT related tasks as needed. The IT administrator will be required to spend at least 15 hours weekly at CARE offices to take care of all office needs. • The service provider responsibility: Maintain hardware problems for servers, computers, and laptops. Maintain software problems for servers, computers and laptops – problems related with operating system and ready applications like Microsoft products. Backup system, in-site and off-site strategy. System security. Internet connectivity. Network problems. Emails installation and problems. Antivirus. Connection between care offices (Site-To-Site VPN Connection). Printer’s problems. File system publishing and managing. Keep working with CARE France IT Managers- to configure care CARE Int in Lebanon system to be consistent with CARE International system. Serve as focal point person with CARE France on technical issues. Set advices related to care hardware requirements. Provide support to marinating CARE Int in Lebanon Keep care CARE in Lebanon up to date with new technology. Manage security and camera system. Install, manage, and control of IP telephony system in HQ office. Publish and manage cloud data system for all care employee. Provide recommendations for the purchase of any spare parts and others Software (Anti-virus, Operating System& MS Office etc.) used during the maintenance. Check and process old and obsolete IT equipment for smooth disposal. Advise on possible reuse of spare/discarded equipment. Maintain warranty of IT equipment purchased by CARE Int in Lebanon and warranty coverage. Maintain liaison with vendors to ensure proper and timely warranty claims Help with the preparation of IT Department budget. Provide technical specification and Advise on procurement of IT equipment and quality check. Receive and respond to support requests according to helpdesk procedures. Provide support to various departments of CARE Int in Lebanon including Monitoring & Evaluation Unit and Other IT related responsibilities as to be assigned by CARE Int in Lebanon Deputy Country Director or his representative. Coordinate with: All Care Int in Lebanon users and projects, vendors and service provider and Field Office staff. Supervision: The service provider shall work closely with CARE International in Lebanon Deputy Country Director and Administration Manager proposals be submitted to joumanaatieh@careliban.org