Senior ICT Officer (Internal)

BACKGROUND: The International Rescue Committee (IRC) responds to the world’s worst humanitarian crises and helps people to survive and rebuild their lives. Founded in 1933 at the request of Albert Einstein, the IRC offers lifesaving care and life-changing assistance to refugees made to flee from war or disaster. At work today in over 40 countries and 22 U.S. cities, we restore safety, dignity and hope to millions who are uprooted and struggling to endure. The IRC leads the way from harm to home.

The IRC Yemen began its programs in October 2012. Since establishing its presence in the South of Yemen, in the Red Sea Coastal city of Aden, the organization has grown from just an implementing small project to handling large scale emergency and relief operations. Following the war which broke out in Yemen in March of 2015 and the humanitarian disaster, which was crafted by the same, IRC launched one an emergency response program in the southern governorates of Aden, Lahj, Abyan, Shabwah and Aldalea. Currently IRC Yemen is operating through direct programming and local partnerships, in Health, WASH, Nutrition, Economic Recovery Development, Education, Child Protection, Gender and Women Protection and Empowerment.

JOB SUMMARY: This position will be primarily responsible with assisting and facilitating the installation and configuration of IT infrastructure, staff training and operations of IT activities in IRC Yemen Main office and field offices. The Senior ICT Officer will work closely with the Deputy Director of operations and all program sectors to ensure proper ICT functioning and support.

Main responsibilities:

IT Support-Provide Level 1 and Level 2 support:

ØGuide and support Yemen IT team to resolve Level 1 and level 2 issues

ØBe the technical reference for any ICT procurement in Yemen CP

ØDiagnose hardware and software faults by questioning clients patiently about a problem and explaining the procedures to them.

ØPerform preventative maintenance on all IRC computers and network resources

ØEnsure that security updates are properly being applied and that workstations remain up-to-date.

ØPerforms any other IT related tasks assigned by the supervisor, IT Manager or Regional IT team to accomplish the overall organizational goals

Installation & Configuration of:

ØServers, Windows Server operating system , Domain and essential network services

ØDesktop/laptop hardware and software, and peripherals.

ØLocal Area Network, wireless network, essential network services peer-to-peer or client server architecture, as appropriate.

ØIRC Standard system image, Windows 11 operating system, Microsoft Office and other IRC application

Maintenance, Repair & Security:

ØPerform preventative maintenance on all IRC computers and network resources.

ØCreate, implement and manage backup solutions for office/individual users and provide the necessary training on the use of these back-up solutions.

ØUpdate appropriate network security and data loss prevention procedures to safeguard system from physical harm, viruses, unauthorized users and damage to data.

ØCreate and maintain IRC computer software/hardware inventory ensuring accuracy.

ØCreate and maintain network documentation to include IP address, system access, email creation system, upgrades and changes to original network, etc.

ØDiagnose hardware and software faults by questioning clients patiently about a problem and explaining the procedures to them.

ØInvestigate local Internet connectivity options to obtain adequate bandwidth for Intranet and application connectivity.

ØResponding within agreed time limits to helpdesk calls

Training, Evaluation, & Testing:

ØDevelop and implement user and support staff training, including training on basic care and maintenance of computers and equipment for users.

ØTest and evaluate new technology.

ØPrepare and submit reports that provide sufficient detail for Deputy Director of Operations in order to share it with Regional IT Leads to understand the country office’s computer environment, needs, IT staff availability and skill levels and future plans.

IT Staff supervision and development

ØProvide technical supervision for IT staff in Yemen office by on-the-job support and coaching to promote harmonized program approaches and strategies.

ØProvide technical support for IT staff in Yemen field offices by conduct regular remote meetings and training.

ØTrain and Build the capacity of the IT Team members in the Yemen office by providing the needed IT technical training & assistance.

ØCoordinate and delegate IT tasks and activities between IT team members in the different offices In Yemen.

Projects – Position will be the Country focal point and will need to assist on various IT projects as needed in coordination with the Deputy Director of Operations and Regional IT Lead

1.Compliance and Ethics

• Identify, document and timely report any IRC Inventory and Asset deviations following the mechanism in place for appropriate follow up.
• Implement and sustain segregation of duties in Inventory and Assets management and other related functions.
• Review and provide feedback on assigned supply chain reports submitted by country offices;
• Develop and support implementation of improvement plans.
• Promptly Inform the Supply chain coordinator or Deputy Director for Operations and/or County Director any areas of concern or potential or suspected supply chain policy violations.
• Provide constructive support to other functions to ensure effective compliance to policies & procedures.
• Implement discrete, time-bound Supply Chain initiatives which improve performance or compliance (i.e. implementing post-audit corrective action plan)

This job description is not exhaustive and additional tasks in the remit of the role may be added / removed according to operational changes.

Key Working Relationships:

Position Reports to:Deputy Director of Operations.
Indirect Reporting: Regional IT Coordinator,, Middle East and the North Africa.

Position directly supervises1 IT Assistant, 1 IT Officer.

Position technically Supervise: NA
Other Internal and/or external contacts: describe the nature of departments or groups the position influences or requires support from to accomplish objectives.

Internal: All departments and users

External:  IT equipment and supplies vendors, internet service providers