Reports to: Global IT Manager/Regional HR Manager
POSITION SUMMARY:
The Regional IT Coordinator monitors and maintains Relief International’s computer networks for the RI Africa RSO office; installs and configures hardware and software, provides technical support to RI RSO staff, and supervising all IT operations in all the RI country offices within the African region.
ESSENTIAL RESPONSIBILITIES AND DUTIES:
User Support
Utilize the IT support ticketing system to troubleshoot users’ computer problems, determine sources of issues, and deliver appropriate solutions in the region.
Support RI RSO staff to access IT-managed services, and
Setup new users’ accounts and assist users to maintain active profiles throughout IT-managed systems
Computer Systems Monitoring and Maintenance
Follow the RI Computer Standards to install and configure computer operating systems and all RI software
Plan and undertake scheduled maintenance to ensure all RSO computers are up-to-date with important software and system updates in the Regional Office
Manage and keep track of IT inventory for RI Africa RSO office
Network Monitoring and Maintenance
Perform regularly scheduled network equipment maintenance to ensure the RSO network is running smoothly
Monitor networking firewalls and enforce network security policies for RSO office
Diagnose and fix network problems or potential problems
Maintain other networked equipment, including but not limited to: printers, scanners, VoIP phones, and web conferencing systems.
Information Security Response
Monitor and response to security alerts associated with RSO users in the Cisco Thread Response portal
Ensure all the local devices are free of virus/malware and the protection agents are up-to-date
Coordinate with Cyber Security Working Group to response to any cyber-attacks targeting local users or devices.
IT knowledge and user training
Complete and fulfil all IT training requirements
Attend necessary IT webinars and seminars to stay up-to-date with changes to all IT-managed solutions
Maintain knowledge of industry trends and support best practices
Provide basic IT user training and orientation to RSO staff
Regional IT Supervision
Supervise the IT operations within the whole region
Ensure the global IT policies and procedures are enforced in the region
Support country IT officers in the region to resolve in-country IT issues and provide guideline to make improvement in IT services
Monitor and audit country level IT inventory, enforce IT equipment procurement and assignment procedures
Occasional domestic and international travel
Participation in IT and other RI working groups
Research on IT software/systems as needed
MINIMUM QUALIFICATIONS AND REQUIREMENTS:
Bachelor’s degree in Computer Science or related field preferred
Minimum 5 years of experience with 3 years’ experience working with Windows and Macs, managing network equipment (firewalls, routers, switches, etc.)
Minimum 2 years of experience working with hosted solutions such as Office 365
Working knowledge of ticketing systems and remoting tools
Advanced troubleshooting and Multi-tasking skills
Understand Active Directory and SSO
Ability to work well with others including in remote multicultural environment
Ability to build effective working relationships with others at all levels of the organization
Ability to organize multiple tasks, prioritizing and delegating appropriately
Manages own time on the whole, and some conflicting priorities without upward referral
Demonstrates adaptability and flexibility in all aspects of working
Anticipates outcomes of activities and uses initiative to keep these activities on course
Proven ability to remain calm, focused and organized and to deliver results on time when under pressure and with rapidly changing circumstances.
Strong oral and written communication skills
Ability to travel to remote areas.
RI Values:
We uphold the Humanitarian Principles: humanity, neutrality, impartiality, and operational independence. We affirmatively engage the most vulnerable communities. We value:
Inclusiveness
Transparency and Accountability
Agility and Innovation
Collaboration
Sustainability
