Job Description

SOS Children’s Villages invite applications from suitably qualified and interested candidates who fulfill the eligibility criterion for the below position.

Position title     :           ICT Officer

Reporting to     :           Area Manager (Technically supervised by the ICT Coordinator)

Location          :           Baidoa-SW -Somalia

Job summary:

The ICT Officer is responsible for Bay and Bakool region and base in Baidoa, supporting users with Microsoft cloud services, Network and connectivity support and related ICT administrative works in Baidoa and Hudur office. In cooperation with the National ICT Coordinator, the ICT Officer is mainly responsible for the smooth running of cloud-based SOS business apps ensuring users get maximum benefits from them.

Job Responsibilities:

Main duties and Responsibilities:

Ø  Provide Tier 2 level support, immediate diagnosis and workarounds for reported incidents.

Ø  Determine root course and resolution for problems raised by reported incidents.

Ø  Escalate to tier 3 supervisor and according to identified priorities levels when necessary.

Ø  Install and configure computer hardware operating systems and applications

Ø  Provide support, and/or assume lead role when required, for planned technology upgrades. Perform implementation and administration of system, application and infrastructure components. Provide end-user training both as a technical support person in general and as a trainer for appropriate business process courses when necessary.

Ø  Monitor and maintain Network systems and End User Devices

Ø  Engage with staff or clients through a series of actions, either face-to-face or over virtual platform, to support, set up systems or resolve issues

Ø  Troubleshoot system and network problems, diagnosing and solving hardware or software faults

Ø  Ensures that service disruptions are properly identified, reported, prioritized, escalated and resolved efficiently

Ø  Monitors and controls service levels of service providers and suppliers; Interacts with relevant vendors

Ø  Troubleshoot various Office 365 issues including connectivity and mobility

Ø  Support the roll-out of cloud-based applications and services

Ø  Maintain and update ICT inventory.

Ø  New user setup and orientation including installing and configuring workstations, software, telephone services, network printing, etc.

Ø  Providing end-user support for all workstations, laptop/desktop-based hardware, applications and services

Ø  New user setup and orientation including installing and configuring workstations, software, telephone services, network printing, etc.

Ø  Liaise with service providers and vendors to make sure service quality up to the agreed standard (ISP, maintenance etc.)

Ø  Assist the ICT coordinator in planning and budgeting for Bay and Bakool ICT needs and requirements

Ø  Participate in IT planning and strategy meetings.

Ø  Perform any other reasonable task as assigned by the immediate supervisor from time to time.

Experiences and Qualifications

Essential

• Diploma or BSc degree in Computer Sciences or related field
• Certified in networking and Security (CCNA) will be an advantage
• Relevant three years and above ICT experience
• Certified in Microsoft (MCSE/MCSA or equivalent) will be an advantage
• Knowledge in Microsoft windows server and client operating systems
• Basic knowledge in software defined (SD) networking such as Cisco Meraki preferred
• Hands on experience on Microsoft Office 365 services preferred
• Hands on Experience on Microsoft Azure Cloud infrastructure preferred
• Hands on Experience on Microsoft Intune and Enterprise Mobility Suit preferred
• Exposure on Annual ICT plan and monitoring ICT budget expenditures
• Solid experience in ICT hardware and software acquisition and management
• Professional communications skills

Child Safeguarding Policy:

SOS Children’s Villages Somalia holds strict child safeguarding principles and a zero-tolerance policy for conducts of sexual harassment, exploitation and abuse in the workplace and other places where the organization’s activities are rendered. Parallel to technical competence, recruitment, selection and hiring decisions will give due emphasis to assessing candidates’ value congruence and thorough background checks, police clearance reference check processes. SOS Children’s Villages organization is committed to safeguarding the rights of the children and therefore, is expected that every individual who joins with SOS Children’s Villages Somalia understands his/her responsibility in protecting and keeping children always safe

Skills Required

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