IT Manager

Type de contrat Durrée du projet
Date limite de depot 10/01/2019

Activités principales

  • Assist staff in the use of computer tools and the management of electronic equipment
  • Technical and operational support to the program, in close and constant coordination with Counterpart HQ
  • Installing and configuring computer hardware operating systems and applications
  • Monitoring and maintaining computer systems and networks
  • Troubleshooting system and network problems and diagnosing and solving hardware or software faults
  • Perform documentation and reporting as required
  • Managing user accounts
  • Responding within agreed time limits to support tickets
  • Prioritize and manage multiple concurrent open cases
  • Testing and evaluating new technology as requested
  • Perform other activities assigned by supervisor

    • Responsabilités

  • COMMUNICATIONS:
  • Attend regular calls as scheduled in combination with Counterpart Headquarters IT (HQ IT)
  • Reply to email communications in a timely manner, ideally within 24 hours
  • During working hours, maintain a connection to the Instant Messaging (IM) tool indicated by HQ IT, local connectivity permitting
  • Proactively reschedule those calls if unable to attend, by reaching out to the point-of-contact (POC), or using the calendar to reschedule the event
  • Report events as they occur:
  • 1) Hardware (servers, network devices, laptops)
  • 2) Major power issues
  • 3) Contract modifications that affect IT (e.g. internet connection)
  • 4) Events related to security
  • 5) Events related to confirmed or suspected data loss
  • 6) Downtime exceeding 24hs
  • 7) New users and departing users
  • 8) Dates in which he/she will be unavailable to provide services due to holidays, training, leave-of-absence, etc., should be reported with no less than five days' notice. Report unplanned absences as soon as possible.
  • MAINTENANCE:
  • Maintain and update systems and software in compliance with HQ IT procedures
  • Review backups weekly, if no alerts present. Make sure to include this in your calendar
  • Confirm antivirus updates once every week. Make sure to include this in your calendar
  • DOCUMENTATION
  • Since the IT Manager knows better than anyone what the most common issues in his/her program are, he/she is requested to develop articles (e.g. a short "how-to" document) to speed up support to end-user and address common questions. HQ IT can help in revising this document if needed.
  • Keep a log for changes (manual approval of updates, changes in system or network configuration, new software, etc.). Contact HQ IT during the office setup to discuss how to report changes.
  • Maintain an updated hardware, software, and contracts inventory, entering changes as they occur. Contact HQ IT during the office setup to obtain a template
  • Maintain and manage hardware and software documentation
  • GENERAL
  • Inform Counterpart of any problems with system components, and follow up via support tickets as needed
  • Act promptly to make any system changes, including software updates, when directed to do so by Counterpart
  • Work with Counterpart and approved local sources of technical support to resolve any problems with any hardware, software, and systems used at the program office
  • Research, quote, negotiate, work with vendors for the provision of IT services, including third-party support, Internet access, etc.
  • Ensure proper operation of the computer network, including Internet connection and firewall
  • Verify correct operation of the server by examining server event logs frequently/as needed
  • Coordinate hardware maintenance and repair with Counterpart and local service providers
  • Ensure the availability of adequate quantities of consumables
  • Coordinate with local providers of supplies and services
  • Respond to requests for help from users and resolve user problems
  • Report all equipment failures to Counterpart
  • Diagnose and resolve problems with hardware and software
  • Provide support to Counterpart in the implementation of IT-related projects that requires interfacing with local users and/or resources
  • Keep a map of both physical and logical network, detailing the servers, network devices, and IP addresses used by each one
  • Keep an up-to-date inventory including warranty information of all hardware and software related to the project
  • HARDWARE/SOFTWARE
  • Perform routine wired and wireless network maintenance and management operations according to standard operating procedures provided by Counterpart
  • Control software licenses
  • Install software patches and upgrades as per the software update guidelines
  • Install new or replacement hardware and software authorized by Counterpart
  • Prevent hardware or software from being installed on the server and laptop computers unless authorized by Counterpart HQ
  • Execute the routine system maintenance plan as discussed with HQ IT
  • Install and maintain printers
  • Maintain any UPS, generator, or any other alternate power source in working condition. Organize replacements and maintenance as needed
  • SECURITY
  • Maintain the integrity and correct operation of all network security systems, including Internet firewall, server anti-virus, and server accounts, and advise Counterpart HQ concerning problems that may affect network operation or security
  • Prevent unauthorized persons from accessing project hardware, software, or systems
  • Prevent hardware from being added to the configuration without Counterpart's authorization
  • Prevent any software from being installed on the server or laptop computers without Counterpart's authorization
  • Make sure data is being stored centrally (in the server, instead on user computers or USB/external storage)
  • Make sure data is being backed up regularly, and that storage media is kept safe
  • Establish and maintain proper protection levels for directories, files, and services as specified by Counterpart
  • Ensure that endpoint security is updated at least once a week on the server and computers
  • Establish and maintain user accounts. Provision and remove accounts as needed and documenting requests via email

    • profile

    Le profil recherché pour occuper le poste de IT Manager

  • Formation : Bachelor's Degree in IT or advanced certificates in computer science
  • Expérience requise : At least 12 years of professional experience; A minimum of seven (7) year's relevant experience in large organization IT support (30+ users), preferably within international organizations

    • Compétences techniques

  • Excellent cross-cultural skills, ability to work in a diverse, multi-cultural environment, with respect, professionalism and gender sensitivity
  • Current, demonstrable knowledge of Windows 7, Windows Server 2008 or 2012, AD, DNS, DHCP
  • Current, demonstrable knowledge of data network maintenance, including principles of cabling, switching and TCP/IP
  • Advanced knowledge of MS Office. Knowledge of Office 365 and SharePoint highly preferred
  • In-depth technical knowledge of PC hardware Behavioral Competencies
  • English language communication skills (Writing, reading, and speaking) is required for this post

    • IT Manager

    Type de contrat Durrée du projet
    Date limite de depot 10/01/2019