JOB DESCRIPTION

Information & CommunicationTechnologyCo-ordinator

1.Job Identification:

Job Title:ICT Co-ordinator

Location:Islamabad

Reporting Line:Logs & Admin Manager

Job Status:Regular

Job Grade:Grade 7-A

Prepared by:Logs & Admin Manager

Date Written:April 24, 2015

Approved by:Country Director-Mubashir Ahmed

2.Job Summary:

To provide implementation, architectural, operational, on-going delivery and maintenance support for the organisations IT Systems and associated ICT infrastructure, and to respond to and resolve technical support requests from users in an efficient and effective manner consistent with achieving specified service levels that support all Concern Pakistan’s programming and assist in the development of these functions in our partner organisations.

3.Duties and Responsibilities

The position holder will undertake the following duties

INFORMATION SYSTEMS ANALYSIS & DESIGN

  1. Working with users to formulate and document organizational requirements
  2. Identifying, investigating, and analyzing ICT processes, procedures and work practices
  3. Identifying and evaluating inefficiencies and recommending optimal ICT practices, and system functionality
  4. Using project management methodologies, principles and techniques to develop ICT implementation project plans and to cost, resource and manage ICT related implementations to projects
  5. Taking responsibility for deploying functional solutions, such as adopting and implementing system test plans, which ensure acceptable quality and integrity of the system
  6. Developing functional specifications for use by system application developers using data and process modelling techniques to create clear system specifications for the design, development and testing of systems, and monitoring & evaluation software.
  7. Acting as a central reference and information source, providing guidance and assistance in the ICT system implementation process

HELP DESK SERVICE PROVISION

  1. Respondto all support requests in a prompt, professional and courteous manner
  2. Acknowledge support calls, gather and log all relevant information through the issue resolution process
  3. Resolveissue through a process of analytical trouble shooting in line with supporting methodology (procedure, checklist) using appropriate systems and tools, research and desk side visits.
  4. Provide technical support to user of communication systems, including Internet / Email, and satellite phones.
  5. Provide input and support as agreed to meet the desired 24/7 support cover
  6. Any other IT related task as required by senior management such as liaising with Partners staff on their IT systems according to the Concern’s IT standards and policy.

NETWORK ADMINISTRATION

  1. Use technical expertise to undertake regular monitoring and maintenance work on the network seeking where possible to prevent faults occurring.
  2. Develop practical solutions to network operational problems whilst always considering the long term implications of actions.
  3. Escalate issues to Regional IT Advisor(where present), and to IT Department in Head Office, Dublin, where additional support is required.
  4. Maintainand support critical server systems and services on organizational basis.
  5. Planning, evaluation and design of Network Services such as: LAN, WAN, VPN, , SNMP, Printers, DHCP, Sat Phones
  6. Implementation and support of ICT infrastructure including
  7. Internet communication links and related hardware
  8. WAN and VPN site links and related hard ware
  9. Remote access infrastructure
  10. Server infrastructure (including UPS and network print services)
  11. Wireless LANs comprises of 802.11b & 802.11g standards.
  12. Build PCs and Servers in accordance with procedures and specifications by Dublin IT

TROUBLESHOOTING

  1. Provide a technically competent response to requests for maintenance and support of systems installed, rigorously identifying causes of problems when they occur, and using the standard Concern Worldwide Helpdesk tracking system to keep records of all support requests and resolutions.
  2. Research and develop alternative and new uses of existing and emerging technology on an ongoing basis.
  3. Implement preventative maintenance programme in line with specified guidelines of IT regulations.
  4. Liaises with Internal Business Community, 3rd Party service providers (ISPs) and vendors to ensure required technical solutions meet business functional needs and are delivered in alignment with agreed SLAs
  5. Provide support and management assistance through the solutions delivery lifecycle.

FIELD CAPACITY BUILDING & TRAINING SUPPORT

  1. Implement organisation’s standard IT policies and procedures to initiate and assist in capacity building activities of Concern and partner staff in IT.Monitor compliance and report breaches.
  2. Based on user feedback and feedback from level-1 help desk team on support issues encountered, devise mechanisms to improve training intervention and revisions.
  3. Assist with planning, design and delivery of user training
  4. Assist with planning and implementation of systems and service improvements for partners.
  5. Assist with the processes to identify investigate local services and services providers e.g. hardware purchase, support and local Internet connectivity options in new locations.

WEBSITE DESIGN & MANAGEMENT

  1. Support Concern Worldwide Pakistan pages on CWW website according to the specified guidelines.
  2. Via HQ, update website on need basis regarding: news, reports, job postings, tendering advertisements, etc.
  3. Strong grasp of the technical capabilities of websites is necessary, as is a flair for design and organising content in a usable format with respect to presentation e.g. Navigation, scrolling, visual impact, usability, active content, colour scheme.
  4. Facilitatethe registration of website domain on need basis, and ensure the fixed domain name.
  5. Liaise with web space providers. Search and select the cost effective, qualitative and efficient website host.

BACKUP AND SECURITY

  1. Undertake regular system backups seeking to ensure that information disaster recovery could be facilitated as quickly as possible.
  2. Manage the addition or removal of users from the network by liaising with Concern Pakistan managers/supervisors, and demonstratea detailed understanding of the Concern organisation structure and the system architecture.
  3. Maintain accurate records of users and usage of the network and use this information to generate relevant and user friendly statistics.
  4. Implement, monitor and support organization security and protection standards including electrical standards: – mains, , surge protection and UPS
  5. Implement IT systems performance reviews and security monitoring in line with specified guidelines
  6. Implement appropriate backup and restore strategies and mechanisms for systems, servers and services in line with specified guidelines by Dublin IT.

IT SECURITY

  1. Implement security product architectures, specifications and intrusion/data loss techniques. Performs and analyzes network security designs as per Dublin IT Specifications.
  2. Design, integrate and configurecontrols. Participate on design review boards.
  3. Define scope and standards for network monitoring and monitors network.
  4. Responsible to gather and interpret IT security requirements.
  5. Activate, assist and guide incident response to Regional IT Advisor and Dublin IT.

IT AUDIT

  1. IT Systems Infrastructure reviews.
  2. General IT Systems and application control in Pakistan HO and Field offices.
  3. Identify and assess risks and controls.
  4. Monitor and analyse critical behaviour of PCs for any unwanted software installation trials.

ASSET MANAGEMENT

  1. Liaise with Admin regarding the maintenance of a register of IT equipment – hardware, software, radio and network equipment.
  2. Track and control the movement of equipment between sites and temporary off site work.
  3. Track and control equipment being added to the network by visiting staff and consultants ensuring compliance with procedures for such movements and data exchange.
  4. Maintain a file of maintenance and support contracts.
  5. Ensure software licenses are in place for applications used. Liaise with Dublin IT Liaison on software and license requirements.
  6. Maintain a schedule of hardware and software upgrades (e.g. virus protection) and ensure all PCs are kept up to date with operating systems patches and antivirus software.
  7. Implement organisation’s standard IT policies and procedures and provide user training and support policies. Monitor compliance and report breaches.
Scanning/Digitization of Partner Record:

1-Facilitate the partner/concern staff to scan the financial and programme data

2-Give training to Concern/Partner staff perform this scanning of data and storage of data

3-Store data at field location and prepare the copy at head office

4-Make sure the data is organize and properly back-up is being maintained

5-Assist the finance team in organization of partner data as per guidelines

6-Coordinate with programme and finance to ensure the accuracy and completeness of data

7-Support to Auditors/Finance team in retrieving of data for third party audit/donors

Required Experience, Skills and Qualifications:
  • Good working knowledge about values and administration of aninternational NGO.
  • Sound IT related experience at least 3 years.
  • Minimum educational qualification of Degree/Masters in IT/computer sciences
  • Good written English and Urdu essential and ability to speak a local language is desirable
  • Excellent oral and written communication skills
  • Ability to lead and guide other staff in IT related matters
  • Excellent interpersonal & facilitation skills
  • Willingness to travel to remote and unstable locations
  • Patience is essential
  • Empathy with organisations goals is desirable
  • Team player