IT / Technical Support Officer

Position: IT / Technical Support Officer
Location: Juba, South Sudan
Status: Part Time – 50%

About Internews
Internews Network is an international media development organization based in Arcata, CA, and
Washington, DC, whose mission is to empower local media worldwide to give people the news and
information they need, the ability to connect, and the means to make their voices heard. Internews has
been working in South Sudan since 2006, establishing community radio stations across the country and
training South Sudanese journalists to operate them. We also implement other activities across the sector,
including actively working to meet the critical information needs of South Sudanese communities.

Project Summary
Internews is implementing the “Voices on the Move” Project in Jamjang, Maban and Renk project
funded by the Department of State’s Bureau for Population, Refugees, and Migration (PRM). The project
is focused on establishing safe, accessible, and live-saving information services that mitigate protection
and health risks and optimize the effectiveness and efficiency of humanitarian response services for
refugees, returnees and host community.

Position Summary
The IT/Technical Officer will be tasked with IT operations and services in the South Sudanese office and
will work closely, cooperatively, and proactively with the Operations and Security Manager, Humanitarian
Project Director, the regional Information and Communications Technology (ICT) team, and the
Internews Technology Solutions & Services team. The IT/Technical Officer must be comfortable
working under challenging deadlines. Internally, the IT/Technical Officer works with end users to clarify,
analyze, and resolve reported issues. The IT/Technical Officer also works with external service providers,
as required, to resolve escalated infrastructure issues. Closely following procedures and policies
established by the Internews Technology Solutions & Services (TSS) team is a must for the IT/Technical
Officer.

Essential Duties and Responsibilities

ICT Support

• Recommends information technology strategies, policies, and procedures by evaluating
  organization outcomes, identifying problems, evaluating trends, and anticipating requirements.
• Accomplishes financial objectives by forecasting requirements, preparing an annual budget,
  scheduling expenditures, analyzing variances, and initiating corrective action.
• Provides coaching and training to ICT staff and users.
• Liaises with TSS department on procedures and instructions to promote a better understanding
  of the use of ICT equipment.
• Verifies application results by conducting system audits of technologies implemented.
• Preserves assets by implementing disaster recovery, back-up procedures and information security
  and control structures.
• Acts as first point of IT Support contact for all Internews staff across South Sudan.
• Ensures network access, backup system and security are maintained at a high standard to ensure
  the integrity of the Internews network is not compromised.
• Troubleshoots system and network problems.
• Manages operations between Internet service provider (ISP) and the organization.
• Diagnoses and resolves hardware or software faults.
• Ensures timely repair of hardware faults and software configuration problems.
• Monitors performance of Internews South Sudan’s IT systems and networks, including VSAT
  services, to ensure issues are appropriately prevented, escalated, and resolved.
• Regularly reviews and evaluates office and users’ equipment and recommends replacement,
  enhancement and repair as needed, following Internews procedures and standards in
  collaboration with the Internews Technology Solutions & Services team.
• Promotes a culture of service excellence and continued improvement within the TSS department.
• Maintains and develops excellent working relationships with all staff.
• Implements help desk tools/solutions in line with user requirements and develops necessary
  measures to prevent frequent outages.
• Undertakes other tasks or assignments within their areas of competence as directed by
  supervisor.
• Works in close collaboration with the Global TSS team to roll out, maintain and enforce
  company-wide IT procedures, policies, and services.

ICT Equipment

• Deploy PCs and associated peripherals including new installations and redeploy existing
  equipment as necessary.
• Perform preventive maintenance duties on ICT equipment.
• Install and configure operating systems to an agreed standard.
• Install and configure authorized software to an agreed standard.
• Maintain the existing ICT equipment, by performing upgrades, new installations and carrying out
  routine procedures.
• Compile and maintain an accurate inventory of hardware and software

Departmental Administration & People Skills

• Assists with tracking software, hardware, and licensing inventory for the South Sudan office.
• Must be able to complete detailed data entry on a consistent basis.
• Provides strong written and verbal communications to domestic and international colleagues.
• Manages crisis situations using excellent communication with affected staff and management.
• Actively participates in testing of new software and hardware as required

ESSENTIAL SKILLS AND EXPERIENCE:

• Higher diploma in Information Technology preferred.
• Bachelor’s degree in information technology/ computer science or relevant qualification from a
  recognized institution will be an added advantage.
• Minimum 3 years of experience in a similar position.
• Demonstrate exposure on basic professional knowledge of networking, internet technologies,
  office applications, and common hardware and peripherals.
• Display confidence when dealing with staff, with well-developed written and verbal
  communication skills.
• Ability to investigate issues and requirements and identify and prioritize appropriate solutions.
• Capable of working well under pressure
• Good Interpersonal and communication skills
• Ability to manage and prioritize own workload and work independently.
• Integrity and commitment to producing results
• Self-driven and results oriented
• Ability to maintain detailed and accurate records.
• Offer assistance to other employees in use of various technologies.
• Ability to work effectively under pressure
• Ability to work both independently and in a team
• Willingness to travel to and work in field locations
• South Sudanese nationality required