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Job Title:    Information Technology Officer

Organization:  TPO Uganda

Duty Station:  Kampala, Uganda

Reports to: Director Knowledge Development & Innovation

About US:

TPO Uganda is a local Ugandan NGO that has been operating in the country for 25 years. Our programs comprise interventions organised around the following themes; Care and protection of OVC; child protection, livelihoods support, mental health and psychosocial support response and prevention of all forms of violence against women and children as well as emergency response and humanitarian action. TPO Uganda is active in 33 districts in the region and is a member of several partnerships and coordination mechanisms in the country.

Job Summary:  The IT technical support officer is responsible for supporting all aspects of the IT systems and services for TPO Uganda. Additionally, the role includes responsibility for ensuring the security and integrity of computer operations and systems development in accordance with the TPO’s strategic plan & IT plan; monitoring and maintaining the computer systems and networks of the organization. He/she will be responsible for installing and configuring computer systems, diagnosing hardware and software faults and solving technical and applications problems, either over the phone or in person.

To be responsible for the provision of ICT support for all projects and provide help and support for all staff with their IT support needs in the organization.

Key Duties and Responsibilities:  

• Log and respond to calls on the helpdesk and where required escalate to the IT team leader.
• Provide telephone, email and face to face support
• Design and implement technical projects
• Write and maintain system documentation
• To provide day to day management of access to the ICT systems and services.
• To work alongside the ICT consultants to continually maintain and develop ICT systems and services.
• To monitor and manage the ICT helpdesk to ensure any issues are rectified quickly and efficiently.
• To help monitor that daily backup systems and ensure disaster contingencies are in place in the event of such faults to minimize disruption.
• Provide support to staff during workshops and other public events such as setting up video and teleconference call sessions, gadgets, networks and connections.
• Logging and managing support calls and overseeing repairs or maintenance in the case of equipment which is under warranty or a maintenance or lease agreement.
• Document/ report any system performance bottlenecks to the next level of support (supervisor) and provide a timely response for sustained system functionality.
• Configure user / clients on the messaging system as per TPOUG requirements.
• Monitor data communication and identify any bottlenecks on the VLAN/LAN and ensure accessibility of resources to all users.
• Hardware and software system maintenance.
• To provide installation, maintenance, repair and support of ICT systems and services
• Assess hardware and software infrastructure needs at user and organisational level to ensure deployment of appropriate technology platforms.
• Define the gaps in hardware and software infrastructure and propose appropriate technology installations and upgrades.
• Configuration and installation of new/replacement PC, server, and peripheral hardware, including printers, whiteboards, projectors, scanners etc.
• Proactively checking and maintaining ICT facilities and software within ICT suites and vigilantly spotting ICT equipment that has been damaged or misused.
• Verify hardware and software technology supplies and services to assure quality and value for money.
• Conduct routine audits of hardware and software technology functionality and ensure timely response to functionality challenges in order to minimise hardware and software malfunctions.
• In consultation with the ICT consultants, define technology specifications to inform procurement of appropriate hardware/software technology.

Staff IT capacity development

• To provide technical assistance and basic training to staff and students.
• Enforce standard operating procedures, policies and performance standards to ensure implementation of quality technology and communication infrastructure
• To train other staff in the appropriate use of ICT facilities and equipment within the organization, such as overhead projectors and computers.
• Providing basic support on staff’s own ICT equipment purchased e.g. Laptops, memory sticks.

Ensure system and data security

• To provide day to day management of access to the ICT systems and services including logons, passwords, printing and access to files/ user areas
• Creating user and email accounts for new staff and students.
• Removing access to user and email accounts for staff that have left.
• Changing staff network passwords as per relevant policy or upon request.
• Identify active and backup systems bottlenecks, troubleshoot and support timely first line level troubleshooting to ensure effective operations
• Participate in the design, implementation and maintenance of a disaster recovery plan for TPOUG hardware and software infrastructure.

Qualifications, Skills and Experience:

• The applicant must hold a Bachelor’s degree in Information Technology or Computer Science
• Experience with any of the following: Microsoft SharePoint, Microsoft Exchange Server, Microsoft SQL Server, Microsoft Lync Server, Active Directory, Group Policy, VMWare vSphere.
• Three years’ experience in ICT administration and support.
• Display confidence when dealing with people, with well-developed written and verbal communication skills.
• Communicate well with staff and suppliers, exhibiting excellent listening skills.
• Demonstrate high standards of professional behaviour when dealing with suppliers, staff and clients.
• Ability to investigate issues and requirements and identify and prioritise appropriate solutions.
• Ability to adapt and adjust to changing processes, constantly seeking process improvement.
• Ability to work in a flexible hour when required.
• Ability to maintain detailed and accurate records.
• Offer assistance to other employees in use of various technologies.
• Ability to build professional relationships with key stakeholders and staff.
• Demonstrated interest in technology advanced within the firm.

How to Apply:

Please send your CV and cover letter with 3 work related referees and a table showing your past 3-year salary history to: Human Resource Manager, Hand deliver only to Plot 652, Block 257, Wamala Close, Munyonyo.

NB: TPO Uganda is an equal opportunities employer that does not discriminate on any basis. Only shortlisted candidates will be contacted, thus, if you do not hear from us by 16th April 2021, you are not considered.

Deadline: 9^th April 2021.

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