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ICT Officer I - Hargeisa



For Somaliland Residents Only

World Vision is an International Relief and Development organization, whose goal is to achieve long-lasting benefits in the quality of life for vulnerable children and their families, displaced persons and communities. World Vision Somaliland Program wishes to invite applications from highly competent dynamic, self-driven and results oriented Somaliland Residents to fill the following vacancy to be based in Hargeisa Office.

IT Officer I

The primary objective of this position is to ensure the effective installation/configuration, provisioning, operation, and maintenance of customer systems software, applications and related infrastructure. It involves responding to customer requests by diagnosing and resolving problems and for supporting the ongoing technology needs of all employees.

Major Responsibilities:

Customer Service (Service desk)

  • First point of contact and day-to-day technical support to end users in the field.

  • Responds to Level 1 support

  • Generates activity and status reports.

  • Provides the user access service.

  • Researches trouble issues which affect multiple clients.

  • Reviews checklists and scripts.

  • Works with vendor technical support personnel on solutions for clients in the field.

  • Handles and resolves end user issues via telephone, email and onsite support.

  • Works with broad range of infrastructure products and complex client technology services and support area of IT.

  • Works on multiple projects concurrently as project team member or as a technical lead.

  • Tracks performance metrics.

  • Reviews tracking log to identify recurring problems, or problems affecting a large number of clients.

  • Develops procedures and controls for service improvements.

  • Recommends solutions to common problems and updates frequently asked questions documentation

Client Technology support & Capacity building

  • Participates in deployment of new or upgrade information technology and infrastructure projects, including assisting co-workers and vendor partners.

  • Installs and performs minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.

  • Updates configuration management tools.

  • Develops and documents procedures for performing configuration changes, updates and upgrades.

  • Provides on-going support of client technology.

  • Trains co-workers on new or existing functionality or services.

  • Identifies customer training needs based on common problems.

  • Participates in integration and user acceptance testing.

  • Mentors less experienced staff in multiple areas of expertise.

  • Alerts team members about recurring problems.

  • Communicates technical information to both technical and non-technical personnel

Technical Support

  • Ensures that all technical resources are available for meetings that include video conferencing.

  • Engages the hardware vendors on issues to remedy issues or escalates for support.

  • Monitors and communicates system status.

  • Diagnoses and resolves client workstation and mobile device hardware and software issues.

  • Creates temporary solutions until permanent solutions can be implemented.

  • Assists systems, programming and vendor professionals as needed to resolve problems.

  • Coordinates the resolution of escalated application, hardware and software problems

Service Improvements & Management

  • Tracks performance metrics.

  • Reviews tracking log to identify recurring problems, or problems affecting a large number of clients.

  • Develops procedures and controls for service improvements.

  • Recommends solutions to common problems and updates frequently asked questions documentation.

  • May provide input to the design of backup and recovery procedures.

  • Creates, modifies and reviews documentation of issues resolutions.

  • Develops and delivers documentation to ensure appropriate end-user support.

  • Creates and submits documented resolution to Knowledge Base.

  • Updates manuals/guides to incorporate new recommended products

Monitoring and evaluation

  • Provides input during project planning and requirements phase.

  • 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.

  • Documents solutions to common problems and responses to frequently asked questions. The same is shared via Knowledge base

Information and data security

  • Adheres to the integrity of controls, regulations and guidelines.

  • Reviews operation processes to ensure consistent approval and compliance.

  • Makes recommendations and changes as appropriate.

  • Enforce telecommunications/security policies and standards as outlined in the WVS ICT policy.

  • Proactively monitor system security patches and malware updates to ensure currency and

  • Correct deployment.

  • Maintains passwords and users credentials to assure systems security and data integrity.

Qualifications: Education/Knowledge/Technical Skills and Experience

  • Educational level required: Degree in Computer Science, Telecommunications Engineering, Information Systems, or other related field. Or equivalent work experience.

  • Technical Training qualifications required: At least one Professional Certification in the following: Microsoft Certified Professional; Cisco (CCNA).

  • Experience: at least 3 years of relevant technical and business work experience

  • Demonstrated knowledge of complex hardware and software products and problem solving / diagnostic skills

  • 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

  • Understanding of LAN/WAN, TCP/IP, VPN, Firewalls and Routers

  • Good working knowledge of Microsoft Windows Operating Systems configuration and administration

  • Good working knowledge of office automation applications (Microsoft Office) and Lotus Notes

  • 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.

  • Ability to work in, and contribute to, team building environment

  • Must be willing to travel to various locations in Somaliland.

  • Must be able to speak, understand and write fluent English.