IT Manager

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

Context

Counterpart International helps people build better lives and more durable futures, community by community. We equip individuals, organizations and communities-our counterparts-to become solution creators in their own families, communities, regions and countries to tackle social, economic, environmental, health and governance issues. In Senegal Counterpart since 2001 implements among others an integrated school feeding and nutrition project "McGovern-Dole International Food for Education and Child Nutrition" financed by US Department of Agriculture (USDA) named Sukaabe Janngo (Children of Tomorrow) (2018 - 2022) and a complementary project to support local food procurement entitled Transition of Food in School Canteens in Senegal (TACSS). Both projects will be implemented in the Saint-Louis region.

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