Addis Ababa
NRC (Norwegian Refugee Council)
Position: ICT Coordinator Reports to: Head of Support Technical reporting line:  Regional ICT Coordinator Duty station: Addis Ababa      Travel:  30% Duration and type of contract:   1 Year All NRC employees are expected to work in accordance with the organization’s core values: dedication, innovation, inclusivity and accountability. These attitudes and believes shall guide our actions and relationships.  Role and responsibilities The purpose of this position is to be overall responsible for all elements of the ICT infrastructure and systems for NRC in Ethiopia. The management of ICT in-country is consolidated in Addis Ababa with frequent field visits to offices around the country. Generic responsibilitiesAdhere to NRC policies, tools, handbooks and guidelinesImplement NRC’s ICT policies and guidelines at country levelSchedule computer related services and maintenanceEnsure relevant security ICT security policies and data protection requirements are enforcedContribute to programme quality and effectiveness by identifying relevant ICT tools to support Programmes.Provide ICT support and trainings to staff to the countryResponsible for high quality and timely reports to the Country Management Group (CMG), Regional and Head Office to contribute to better decision making regarding the ICT ambition and capacity at Country Level.   Specific responsibilities  Equipment Enforce maintenance schedule as per established routines with an external service providerEnsure quarterly site visits to field offices to troubleshoot issues and maintain equipment and networks are adhered to and reliably carried outWork with budget holders to ensure that hardware replacement policy is adequately planned and budgeted for each OctoberEnsure that only standardized equipment is purchased and the number of brands/ models in circulation are limited to the extent possible  Software Ensure that machine images are kept up to date (minimum every 6 months) with the essential software suites required. System administration Cisco Meraki dashboardO365/ sharepoint administrationAgresso user substitutionsFreshService ticketing Network Monitor LAN and subsequent WAN bandwidth usage and advice management on LAN/WAN improvementEnsure only standard NRC networking equipment is used on all office networks (Cisco Meraki stack)Work with Ethiotel to troubleshoot issues and ensure network reliability in line with NRC requirements for available bandwidth per userImplement and maintain networked attendance and CCTV system with centralized monitoring User support Direct all support queries via the ticketing system and monitor the performance of the support provided  Management of Vendor Services Work directly with vendors to schedule repairs and maintenance.Request and evaluate services with vendors and service providers.Work with ISP and other outside vendors to ensure dependable operations.Work with vendors and vendor supplied systems to track service requests through to completion. Training Develop and maintain country level Standard Operating ProceduresDeliver quarterly training sessions over Zoom to deal with common issues  ICT4B Participate in programme Designs / Concept note formulations and provide innovative / digital ways to allow current and future programmes to reach scale.Share with programme teams best practices and different digital solutions that can be implemented within the current country context.Lead the implementation of Digital Community Hub Initiatives to improve communication with communities in conjunction with RO / HOSupports decision making within the CMG team by communicating complex technical ideas and problems clearly.Providing the country with relevant technological solutions that assists the country and area / field offices in working more efficiently at the same time saving on costs and time.