IT Specialist at Danish Refugee Council (DRC)

Purpose

• The IT Specialist is responsible for the configuration, implementation, and maintenance of all IT technologies with a focus on efficient setup, maintenance and administration of all DRC hardware, software, and local networks (including VSAT technology).
• Ensure accessible and high-quality IT support and training to users, while continually assessing and identifying the most appropriate IT solutions to meet the organization’s changing needs.
• Ensure ample resources for the Field offices with ability to independently manage DRC ICT system with periodic reporting.

Duties and Responsibilities:

Develop and Implement IT/COM strategy:

• Develop and implement, in collaboration with the IT Officer, the Supply Chain Manager and the Regional IT Specialist an IT/COM strategy for DRC Nigeria mission.
• Administer and maintain network equipment, laptops, printers, smartphones, and other IT/COM assets.
• Follow-up on daily basis the offices connectivity and proceed with necessary troubleshooting when needed.
• Ensure user support (Help Desk) and advice on ICT related matters.
• Communicate regularly with the Regional IT Specialist to ensure that initiatives are in line with regional objectives.
• Train DRC staff in the secure use of online tools, network, laptops, smartphones, and productivity software. Enforce security norms and standards developed by the region and DRC headquarters.
• Install, configure, and maintain security for LAN/WAN, Firewall, Internet, wireless, and remote access services while complying with DRC Service Level Guidelines/Standards.
• Be responsible for connectivity by ensuring adequate bandwidth at each DRC Nigeria locations.
• Carry out ongoing assessment of connectivity needs in all DRC Nigeria representative offices and ensure rationalization of costs of contracted ISP [Internet Service Provider] services.
• Carry out periodic studies of the ISP market and monitor the services available on the ISP market.
• Monitor and supervise contractual suppliers and intervene in the event of access problems.

Maintenance of IT/COM assets

• Plan and supervise the maintenance of all IT equipment (laptops, printers, smartphones, network equipment, etc.) and COM equipment (HF, VHF, Thuraya equipment) in stock and in service. Specific communications equipment is managed in line with Safety and Security Department decisions.
• Troubleshoot and repair in-house or externally if an asset encounters hardware or software problems. The IT Specialist must estimate the cost of repairs, indicating the type of spare parts needed, their quantity, the unit/total price, and any additional costs to get the asset back in working order.
• Thanks to the repair schedule maintained on a weekly basis by the IT Specialist and IT Officer, the prioritization of repairs can be organized according to several factors discussed at Capital or Zonal Field level (budget, needs, etc.).
• Oversee setting up, monitoring, and receiving all purchasing files relating to asset maintenance and repair. He/she must be able to propose a reliable supplier base for each type of service.
• Lead the process to establish Framework Agreements with reliable and adapted services providers who can handled some identified recurrent/anticipated Assets maintenance and repairs.

IT/COM Procurement & Stock Management

• Ensure the proper management and storage of assets in stock, and the layout and cleanliness of the storage to optimize productivity.
• Participate in procurement procedures related to asset purchasing (support with specifications definition and quality check).
• Ensure that all Assets are recorded in the tracking tool (into DYNAMICS and on offline tracker).
• Ensure that each DRC employee receiving an asset signs an assignment form and monitors the proper archiving of these documents.
• Develop an online tool for tracking licenses installed on each asset to ensure that each DRC employee has the relevant license installed and that the licenses ae renewed before they expire.
• Stock levels of IT/COM asset maintenance materials and devices must be monitored in collaboration with the Stock Manager.
• In the event of missing spare parts, consumables or IT/COM assets, the IT Specialist must be able to issue a Purchase Request. He must be familiar with the DRC's logistics procedures and be able to put together a purchasing file, to guide the buyer in the acquisition of spare parts/IT/COM assets. The IT Specialist must assess the quality of the supplier's offer before any contractualization.

Field Support:

• Provide on-call/remote technical support to the bases (Borno and Adamawa).
• Carry out regular base visits to set up, in collaboration with the IT field staff, a general diagnosis to plan and support the maintenance/repair of all IT/COM assets requiring intervention.
• Through these base visits, the IT Specialist must be able to assess the proper implementation of IT/COM equipment management procedures by those responsible for them (proper use of laptops, storage of assets, updating of follow-up sheets, etc.).
• Propose TORs for field visits to the Supply Chain Manager based on current needs.
• Submit an exhaustive Mission Report of his field visit using the tools at his disposal to transcribe his observations into a detailed Action Plan.

Structuring IT Management:

• Participate in the development of SOPs to provide a framework for the Supply Chain department's IT management.
• Determine IT requirements according to positions to produce an asset allocation policy which must be renewed on yearly basis.
• Determine best practices for Internet use by DRC staff and implement policies.
• Implement a DRC Niger asset renewal strategy.
• Develop and implement a data protection policy.
• Master DRC SharePoint and propose improvement solutions.
• Provide induction and User Guide packages for newly joining staff.
• Propose possible innovations/initiatives to improve DRC Niger's IT management.

Experience and technical competencies:

Essential:

• Minimum of 5 years’ experience working with computer, network administration with end user support.
• Experience(s) in IT management in a company, preferably INGO.
• Proficient with Microsoft products not limiting to Office Suite, cloud and technologies and Windows.
• Ability to monitor and troubleshoot premises connectivity.
• Extensive experience in Asset Management (Procurement, Registration, Tracking and reparations/maintenance)
• Proven ability to prioritize tasks, meet deadlines and work with minimal supervision in high pressure environment with multiple tasks, changing priorities, and changing resources.
• Excellent interpersonal and negotiation skills and a demonstrated ability to promote harmonious/cohesive teamwork, in a cross-cultural context.
• Leadership, organization and flexibility.
• Ability to adapt to change and an intensive work schedule.

Desirable:

• Ability to develop IT monitoring/reporting tools.
• Good skills in training and capacity building of inexperienced people.
• Familiarity with satellite equipment handling and configurations not limited to LEO setups, VSATS etc as well as gym networks for both mobile and data connectivity.

Education:

• At least bachelor’s degree in computer sciences or other closely related engineering/science fields, or a first university degree with relevant combination of academic and professional qualifications, with relevant number of years in use of Technology software and systems.
• A master’s degree in information technology would be a plus.
• Relevant certifications in the Technology systems and different software