ICT Officer at Malaria Consortium

Job Purpose

• Support the ICT Manager in the administration of the office ICT devices, systems, networks, and applications in all Nigeria State offices and for all our work in Nigeria. This will include monitoring, and managing all ICT usage by staff and consultants working within the Data Management Centre (DMC) including ensuring compliance with all ICT and data protection policies and processes when working with ICT devices, systems, networks, applications, and data.
• Also ensuring effective, efficient, and secure use and access of all ICT devices, systems, networks, applications, and data by all staff and consultants across Nigeria.

Scope of Work

• The ICT Officer will assist the ICT Manager in providing ICT Support Services to MC Nigeria Country Office Programs in line with Global ICT policies, processes, and guidelines as well as local Nigerian policies and guidelines.  This includes supporting the installation, maintenance, and administration of the organisation’s computer systems, including the planning for, and responding to service outages and other problems within Service Level Agreements (SLA) agreed with the Country Office Manager (COM).
• The role also includes supporting and administering ICT systems and services in all MC offices in Nigeria, including those used in remote or field locations, or in a working from home environment.  This may include liaising with suppliers to support and administer local ICT systems in other MC offices in Nigeria where appropriate.
• The role will support the ICT Manager in ensuring the efficient and secure operation of all ICT usage within the Data Management Centre whether by staff or consultants.  This includes monitoring to ensure compliance with all ICT policies and guidelines including ICT security and data protection requirements by all staff and consultants accessing MC devices, networks, applications, and data.

Key Accountabilities
Administration and Support (70%):

• Provide first-line support to end-users for all ICT devices, networks, applications, and services.
• Responds to help desk hotline, maintains accurate information within the support tracking system, and ensures ICT support requests meet Service Level Agreements (SLAs).
• Support the running and implementation of MC Nigeria Data Management centre as required, including maintenance and servicing of DMC tools and inventory keeping.
• Support the ICT Manager to monitor data usage, provide data analysis and data clean-up as required based on Malaria consortium Nigeria data management needs
• Simulates or recreates processes to resolve operating difficulties and recommends system modifications to improve performance.
• Works with networking services, software systems, and applications as appropriate for problem resolution.
• Prepares laptops and desktops for deployment and provides education and/or training in their correct and efficient use.
• Performs software installations on company computers and configures applications as specified.
• With supervision, maintain an accurate ICT asset inventory, including hardware and software licences where they are being used for the Nigeria offices
• Assist the ICT Manager in coordinating, monitoring, and managing the day-to-day digital security of all Malaria Consortium Nigeria users, systems, devices, data, and communications. This includes ICT systems, third-party services, endpoint security including anti-virus and anti-malware, Internet firewalls, intrusion detection, access roles and rights, and password and other user authentication systems.
• Performs other duties as assigned by line manager. 

Documentation and Training (20%):

• Assist the ICT Manager to train Malaria Consortium staff on usage of ICT related software where applicable as well as provide support and capacity building on existing and new systems and system changes, answering technical questions, and assisting users on set up.
• Create and maintain the documentation for existing and new systems for users and administration in MC Nigeria offices.
• Ensure proper filing on SharePoint for all ICT related documentation.

Changes and Updates (10%):

• Updates of existing systems, including working closely with any suppliers or consultants engaged to work on changes or updates.
• Support the purchasing of ICT hardware, networking, software, applications, and services.

Qualifications and Experience
Essential:

• Bachelor's Degree in Computer Science, Information Technology, Computer Engineering or related field.
• Demonstratable experience in a customer-facing role, providing first and second line support.
• Experience of working with multiple applications for organisation processes.
• Demonstrate experience working in IT operations at a similar level
• Experience of working with ICT suppliers and consultants, preferably in multiple countries.
• Experience of working in the NGO sector.

Work-based Skills and Competencies:  

• Good knowledge and experience of Microsoft Office applications – Excel, Word and PowerPoint (Office 365, 2019, 2016 and 2013).
• Good knowledge of networking technologies and systems – Internet, LAN switches, wireless access points, and VPNs.
• Evidence of strong attention to detail, accuracy, and ability to follow and develop processes.
• Evidence of good organisational, analytical, oral and written communications skills in English; and ability to work well in teams.
• Committed to the organisational mission and values.
• Knowledge and experience working with and administering SQL databases.

Salary
Competitive.