ICT Officer – Customer Support at World Vision International

On Thursday, May 1st, 2014
World Vision International – Somalia Program wishes to invite applications from highly competent, dynamic, self-driven and result oriented individual to fill the below mentioned position.
ICT Officer – Customer Support,  Nairobi
To provide effective customer service delivery to support WVS mission, goals and objectives in serving communities throughout Somalia through the application of ICT to provide efficient communication, information and data analysis. 
Communicate World Vision’s Christian ethos and demonstrate a quality of spiritual life that is an example to others.

Major Responsibilities:

 

Customer Service (User Support)
  • Deployment of client applications to users
  • Receipt, configuration and housekeeping of ICT equipment
  • Maintenance and repair of IT equipment both at NO and field offices
  • Updating and Maintenance of the IT assets database for the for ICT equipment purchased, surrendered for repair and those returned by users.
  • Logging of support calls
  • Support SLAs are achieved and maintained.
ICT capacity building for staff
  • Provide training and reference manuals to staff to ensure staff are well equipped to handle changing ICT technologies. Ms Office, Lotus Notes, PMIS, wvcentral, Ourpeople and Sunsystem
WVS ICT Strategy.
  • Provide technical advice to the ICT Manager in decision relating to the strategic use and implementation of ICT infrastructure and ICT4D initiatives.
  • Make recommendations to the ICT Manager on the acquisition of new technologies for the NO and field sites and the deployment of existing ones.
Monitoring and evaluation
  • Provide monthly reports, outlining the achievements for the month (against the planned activities and further against the department’s annual operational plan)
  • Under the direction of the ICT Manager, supervise ICT contractors to ensure ICT projects are done professionally and completed within schedule.
Information and data security
  • Enforce telecommunications/security policies and standards as outlined in the WVS ICT policy.
  • Ensure staff computers are synchronized with the server for data backup and all computers at the NO adhere to “computer configuration checklist” document requirements
Coaching & Mentoring
  • Build the capacity of IT Assistants and IT Interns under him/her, to a level that they can provide quality support services to the Customers
Qualifications: Education/Knowledge/Technical Skills and Experience
  • A first degree in Telecommunications Engineering or Computer Science, or in any related field
  • At least three year’s working experience in a networking/telecommunications environment
  • At least one Professional Certification in the following: Microsoft Certified Professional; Cisco (CCNA)
  • Good working knowledge of telecommunications technologies (satellite/VSAT technology, wireless networks, HF and VHF Radio, microwave) and Network Architectures for both Local Area Networks and Wide Area Networks
  • Excellent working knowledge of Internet technologies, including: TCP/IP suite of protocols; Internet security; Internet routing; Voice over Internet Protocol)
  • Good working knowledge of Microsoft Windows Operating Systems configuration and administration
  • Good working knowledge of office automation applications (Microsoft Office)
  • Good working knowledge of Lotus Notes is an added advantage
  • Excellent communication and inter-personal skills. Must be able to work in a multi-cultural environment
  • Excellent analytical, problem solving and negotiation skills
  • Customer-focused. Must demonstrate a strong willingness to meet the customer’s needs while balancing the organization’s needs and priorities
  • Demonstrates eagerness and aptitude for acquiring necessary technical knowledge, skills and judgment to accomplish a result or to serve a client’s needs effectively
  • Excellent time-management skills. Able and willing to meet deadlines.
Detailed CV’s together with names and addresses of three referees should be sent to the email address below clearly indicating ‘Senior Program Officer’ on the e-mail subject. 
All applications should be received by 3rd May, 2014. 
Only shortlisted candidates will be contacted.

People and Culture Manager
World Vision International – Somalia Program
Email: recruitsomo@wvi.org
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