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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 usersReceipt, configuration and housekeeping of ICT equipmentMaintenance and repair of IT equipment both at NO and field officesUpdating and Maintenance of the IT assets database for the for ICT equipment purchased, surrendered for repair and those returned by users.Logging of support callsSupport SLAs are achieved and maintained.ICT capacity building for staffProvide 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 SunsystemProvide 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.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.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 requirementsBuild the capacity of IT Assistants and IT Interns under him/her, to a level that they can provide quality support services to the CustomersQualifications: Education/Knowledge/Technical Skills and ExperienceA first degree in Telecommunications Engineering or Computer Science, or in any related fieldAt least three year’s working experience in a networking/telecommunications environmentAt 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 NetworksExcellent 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 administrationGood working knowledge of office automation applications (Microsoft Office)Good working knowledge of Lotus Notes is an added advantageExcellent communication and inter-personal skills. Must be able to work in a multi-cultural environmentExcellent analytical, problem solving and negotiation skillsCustomer-focused. Must demonstrate a strong willingness to meet the customer’s needs while balancing the organization’s needs and prioritiesDemonstrates eagerness and aptitude for acquiring necessary technical knowledge, skills and judgment to accomplish a result or to serve a client's needs effectivelyExcellent 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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