Information Technology (IT) Officer

BRAC International is Hiring! Join BRAC International to create opportunities for people to realise their potential.

Position: Information Technology (IT) Officer

Job Location: Regional Office, Huye District

About the Role:

Under the supervision of the Head of IT, the IT Officer is responsible for managing and maintaining critical aspects of an organization’s IT infrastructure. The role will encompass various technical domains, ensuring the smooth operation of hardware, network, and security systems. The IT Officer will provide fast and useful technical assistance on computer systems and networks.

S/he will answer queries on basic technical issues and offer advice to solve them. The IT Officer will support the frontline team on AIM activities and BInsight issues by providing on-the-ground technical assistance and support to our users across various locations at the branch offices of Nyanza and Huye Regional Offices.

An excellent IT Officer must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. The role will be crucial in ensuring the smooth operation of the BInsight & other SBI systems.

Key Responsibilities:

1. Laptop management

• Maintenance and troubleshooting: Regularly maintain laptops, diagnose hardware and software issues, and provide technical support to end-users.
• Security measures: Implement security protocols for laptops, including encryption, access controls, and antivirus software.

2. Accounts and mail systems

• User account management: liaise with CHO IT Department to create, modify, and deactivate user accounts across various systems (e.g. active directory, email servers).
• Email administration: Liaise with CHO IT Department to manage email accounts, troubleshoot email-related issues, and ensure proper functioning of mail servers.

3. Network administration

• Network devices: Monitor and maintain network devices (routers, switches, firewalls) to ensure optimal performance and security.
• Network troubleshooting: Diagnose and resolve network connectivity issues.
• Network security: Implement security measures such as firewalls, intrusion detection systems, and VPNs.

4. Security measures

• Physical security: Ensure physical security of hardware assets (laptops, networking equipment).
• Access controls: liaise with CHO IT Department to define and enforce access controls for various systems.
• Vulnerability management: Regularly assess and address security vulnerabilities.

5. Documentation and Reporting

• Inventory management: Maintain accurate records of hardware inventory, licenses and warranties.
• Incident reporting: Document incidents, resolutions and preventive measures.

6. BInsight system responsibilities

• Be the contact person for all BInsight-related issues arising from frontline staff
• Ensure all BInsight system related issues are reported, escalated and resolved in a timely manner thus enabling the operation team to carry out the field operations effectively.
• Provide direct technical assistance to users facing issues with the BInsight system, including troubleshooting, problem-solving, and guiding them through resolution steps
• Monitor the BInsight issues raised on JIRA, Skype, direct calls and other platforms by staff and ensure daily resolution unless technical development is required.
• During field visits, check devices to ensure they are updated, running smoothly, and have enough storage for BInsinght operations.
• Travel to various locations to provide support to users in person.
• Build knowledge by providing repeated issue-based training.
• Support new staff onboarding and provide comprehensive BInsight training for newly onboarded staff.

Safeguarding responsibilities:

• Ensure the safety of team members from any harm, abuse, neglect, harassment and exploitation to achieve the programme’s goals on safeguarding implementation.
• Act as a key source of support, guidance and expertise on safeguarding for establishing a safe working environment.
• Practice, promote and endorse the issues of safeguarding policy among team members and ensure the implementation of safeguarding standards in every course of action.
• Follow the safeguarding reporting procedure in case any reportable incident takes place, encourage others to do so.

KEY PERFORMANCE INDICATORS (KPIs):

• Number of branches visited per month
• Number of staff trained on specific issues per month, including a breakdown of issues covered
• Number of issues resolved per month and number of unresolved issues, with root causes highlighted
• Number of staff provided with onboarding training per month
• Track the number of UAT tasks completed within the set timelines.
• Reduced human originated issues
• Quality of periodic reports (weekly, monthly)
• Effective communication and relationship management with key field staff

Academic Qualifications:

• Computer Science, IT or related field
• Professional certifications such as CompTIA A+, ITIL, CCNA, CCNP or Microsoft Certified: Azure Fundamentals is an added advantage.
• Basic knowledge in SQL Database script development.

Required Skills, Competencies & Knowledge:

• Strong technical proficiency in hardware, networking, and security domains
• Network knowledge: LAN / WLAN / switching / routing / firewall management
• Ability to troubleshoot complex technical issues
• Excellent communication skills for user support
• Exceptional ability to provide technical support and resolve queries.
• Self-motivated team player with the ability to adapt and work cooperatively and effectively in different situations and teams to carry out assigned tasks.
• Able and willing to solve complex analytical challenges, independently analyze information; and make recommendations based on analysis.
• Experience in documenting processes and monitoring performance metrics.
• Strong organizational and time management skills.
• Attention to detail and proactive problem-solving
• Commitment to the BRAC International mission, core values, the ability to incorporate the mission and values in the workplace.
• Fluency in written and spoken English and Kinyarwanda.

Experience Requirements:

• Minimum of 2-3 years’ working experience in the ICT Department with experience in an NGO setting.
• Experience in hardware maintenance, network administration, or a similar role.

Employment type: Regular/Fixed-Term

Salary: Negotiable

About BRAC International:

BRAC International (BI), a leading non-profit organization, is on a mission to empower people and communities facing poverty, illiteracy, disease, and social injustice. Our vision is to create a world free from exploitation and discrimination, where everyone has the opportunity to realize their potential. We design proven, scalable solutions that equip people with the support and confidence they need to achieve their potential.

BRAC was founded in Bangladesh in 1972 and over the last five decades has grown to become one of the world’s largest non-governmental organisations (NGOs), reaching over 100 million people. We started our first international operation by venturing into Afghanistan in 2002, building on lessons from our work in Bangladesh to support a nation devastated by war. Currently operating in 16 countries across Asia and Africa. Born, proven and led in the Global South, BRAC International brings a unique Southern perspective and commitment to continuous learning, providing a depth of insight, experience and evidence to meet the needs of diverse communities with humility and courage across Asia and Africa. To learn more about BRAC International, please visit (www.bracinternational.org)

Our Core Values:

Integrity: We approach our work with honesty and integrity.

Innovation: We innovate and iterate to improve our impact.

Inclusiveness: We foster inclusion to reach those who need it most.

Effectiveness: We strive for effectiveness to better serve people in poverty.

If you feel you are the right match for the above-mentioned position, please follow the application process to grab your dream opportunity!

Qualified and interested candidates are recommended to email their Resume with a signed cover letter in a single PDF format and any supporting documents to bracrwandarecruitment@gmail.com; mentioning a brief academic background, career summary, core competence, notarized copies of academic qualifications and professional certifications (if any) etc. within 250 words.

Please mention the name of the position in the subject bar.

Please note that applications will be reviewed on a rolling basis, and only shortlisted candidates will be contacted.

Application deadline: 4^rd January 2025

BRAC is committed to safeguarding children, young people and adults, and expects all employees and volunteers to share the same commitment. We believe every stakeholder and every member of the communities we work with has the right to be protected from all forms of harm, abuse, neglect, harassment, and exploitation – regardless of age, race, religion, and gender, status as an individual with a disability or ethnic origin. Therefore, our recruitment policy and procedure include extensive background checks and disclosure of criminal records in order to ensure safeguarding to the fullest extent.

“BRAC International is an equal opportunities employer”