Job Opportunity: IT Assistant position available at World Vision Ethiopia in Gambela. IT, Computer Science and Software Engineering jobs in Ethiopia are in high demand. Apply now through GeezJobs - Ethiopia's leading job portal.

Job Description

Digital Workplace Support

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

• Accept client requests with phone, email, MS-teams, Skype and helps staffs to get appropriate TDS service to resolve the incident.

• Enter call, collaboration tools data in the tracking system (S-MAX)) and generates activity and/or status reports. Assists with overseeing updates on issues to ensure client satisfaction and productivity.

• All works will be managed through service-now support – ensure that all reported calls are logged in and managed through S-MAX

• Responds to Level 1 Support requests from GAMBELLA RESPONSE OFFICE, Project Offices under the GAMBELLA RESPONSE OFFICE and Grants and Emergency response under the GAMBELLA RESPONSE OFFICE operational areas and works on solutions for users.

• Develops checklists and scripts for resolving routine incidents and develop/update knowledge base database for sharing over the international office.

• Ensure all emergency base staff get TDS support by any means necessary like TeamViewer, MS-teams and scheduled and/or critical incident field visit.

• Provides the user access services by creating, resetting and unlocking users windows password,

• Research trouble issues, which affect multiple clients. (Problem Management) take part in frequent occurring incidents solving mechanism by preparing video tutorials, brief documents and prepare on job training for staff.

• Addressing user requests at their spot by regular office level visits to support all staffs at moment.

• Conduct regular quarterly monitoring visits in its operational areas and come up with reports that can be used as an input for WV strategic plan and TDS move forward layout.

• Record all users request through mail phone, skype and regular visit to Word vision Ticket management system.

• Make sure all TDS related requests are registered on S-MAX , make sure all incidents are addressed, resolved and clients continue their work

• Documentation is properly written in the ticket.

• Escalation of incident for requests that need the 2nd or 3rd level of support and follow the status to update users

• Users alignment with the updated technology available

• Staffs get appropriate support with desk side support or remote support using TeamViewer.

Hardware Technical support

• Assists with outcome investigations for critical incidents and/or problems, from collecting necessary input until designing the resolution process.

• Engages the hardware vendors in consultation with HO TDS management on issues to remedy issues or escalates for support.

• Monitors and communicates system status to improve our response and resolution SLA

• Diagnoses and resolves client laptops, desktops, scanners, printers, 3G/4G-Wifi routers, Projectors, TVs, Tablets, backup devices 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.

• Assists with diagnosing and resolving client workstation and mobile device hardware and software issues.

• Partners with Network and Systems Administration teams to ensure efficient operations of the desktop computing environment

TDS skills building

• Plan, prepare and conduct trainings on different systems and applications (Microsoft office, outlook, OneDrive, Box, teams, …)

• Orient new staffs on WVE policies like Acceptable Use Policy, Information Security Policy, GTD processes and WV standard applications

• Individual identification of staff’s area of capacity building to make sure that they get equipped with knowledge to make them make use of TDS tools easily.

• Advising users on technology developments that can improve their productivity like office 365, advanced spreadsheet programs, web resource management and the like.

• Take part in on-Job training and brief on exceptional incidents.

Ensure Information and Data Security Policies & Standards

• Maintain user passwords and credentials to assure system security and data integrity.

• Secure user credentials, wireless credentials, admin passwords

• Encourage users to involve in Security awareness trainings provided online as part of World Vision GTD’s Information Security Awareness program

• Work with infrastructure team on new viruses reported from users

• Ensure availability of different updated antivirus tools to recover from any data loss

• Assist users to take regular back up for all necessary organizational documents with external backup devices and also server.

• Contribute on ensuring business continuity in the unlikely event of an GTD disaster.

• Ensure users compliance to GTD policies implementation

• Tracks performance metrics.

• Assists with monitoring of key section metrics (quality measures, customer satisfaction ratings, service level objectives, etc.) against plan and adjust processes as appropriate.

• Identifies recurring problems and notifies team members.

• Reviews tracking log to identify recurring incidents, or problems affecting a large number of clients and do updates on knowledgebase database and communicate TDS team members for efficient usage whenever needed.

• Develops procedures and proficient way out for service improvements.

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

Preventive Maintenance:

• Participate in developing laptop configuration checklist and conduct annual/bi-annual preventive maintenance for all Somali Response Office and respective offices TDS equipment.
• Based on the findings on a preventive maintenance; work with infrastructure and system team to bring preeminent TDS equipment usage & improved services

Required Education, training, license, registration, and/or Certification

• BSc. Degree in Social Sciences, Information Technology, Computer Science, or in any related field

Required Professional Experience

• At least 3 years of experience in any emergency response program interventions implementation especially in a refugee or internally displaced persons (IDPs) context

• Working experience in a networking/telecommunications environment

• Demonstrated knowledge and understanding of CORE humanitarian standards and accountability to affected populations (AAP)

• Excellent working knowledge of Internet technologies, including TCP/IP suite of protocols; Internet security; Internet routing; Voice over Internet Protocol)

How To Apply

https://worldvision.wd1.myworkdayjobs.com/WorldVisionInternational/job/Gambella-Ethiopia/IT-Assistant_JR47502

World Vision is a child-focused organization that is committed to safeguarding all children as well as adult beneficiaries and has zero tolerance for incidents of violence or abuse against children or adults, including sexual exploitation or abuse, committed either by employees or others affiliated with our work. Therefore, World Vision does not hire staff whose background is not suitable for working with children or vulnerable adults, even if their role does not interact directly with them. 

Disclaimer: World Vision Ethiopia is a reputable organization that values transparency and fairness in its recruitment process and does not solicit any money for any job application. We encourage all job seekers to be cautious of any job ads that require payment or personal information upfront. If you have any questions or concerns about our job ads or recruitment process, please do not hesitate to contact us directly.