Information Technology (IT) Support Officer

Job Description

Project: West Bank & Gaza SMART Project

Expected start and end date: October 2021 – end of project

Level of effort: Full-time

Location: Ramallah, Palestine

Background

The Small and Medium Enterprise Assistance for Recovery and Transition (SMART) project is a four year, USAID funded program implemented by DAI. SMART aims to rapidly recover Palestinian small and medium enterprises (SMEs) and put them on a path to revitalization following unprecedented crises e.g., COVID-19. SMART will help SMEs regain productivity, grow, and expand. It will promote economic growth and self-reliance in the West Bank and Gaza.

Purpose

The IT Support Officer is responsible for oversight of IT needs for the project main and regional office, including system installations, maintenance, support and technical advice. The IT Support Officer is responsible for ensuring that DAI established standards set by the DAI home office are followed and that proprietary project solutions are fully functional, efficient and cost effective. The IT Support Officer provides user support and manages relationships with outside System Support Companies (as needed).

Responsibilities also include the management and maintenance of LANs (Local Area Networks) in the program’s main office in Ramallah and field office in Gaza. The IT Support Officer will ensure that proper backup and restore procedures are followed, maintain network security (antivirus and communication devices), and that end users have access to shared files, printers and email. When needed, he/she will also be responsible for conducting IT assessments and preparing reports for grantees and project partners per OIMT standards to ensure that appropriate solutions (equipment, software and services) are proposed and provided to beneficiaries.

DAI’s Office of Information and Management Technology (OIMT) will provide the training, guidelines and technical support to the IT Support Officer. It is the responsibility of the IT Support Officer to keep OIMT informed of issues and/or proposed system modifications (hardware and software purchases) via tools provided by OIMT IT Operations team such as request templates, support email address, and OIMT Technical Approval group email address.

Objectives and Duties:

The objectives and duties include but are not limited to:

Local network maintenance and installation (cabling, switches and NIC configuration TCP/IP, NAT, TCP/IP printing, windows network and domain services on TCP/IP);
WAN connectivity and maintenance (Internet connection and services, and devices configuration and maintenance);
Server and server application maintenance (Hardware integration, Windows 2012 / 2016 server maintenance, Hyper-V, WSUS services, antivirus maintenance and monitoring, backup services);
Client computer hardware and application installation, configuration and maintenance (Laptops, Desktops, MS Windows 10 Pro, MS Office Suite, IBM Notes, O365 general use and troubleshooting, antivirus installation and troubleshooting);
User support and training;
Management and supervision of support provided by local companies (ISP or other provides or IT services);
Responsible for all of the above mentioned tasks in Project’s field office;
Regular communication with the Home Office OIMT IT Operations team regarding network, system hardware and software changes/issues/updates and user registration, updates and termination;
Provide assistance in procurement and evaluation of all technical equipment (including phones, copiers, etc., in compliance with DAI IT Standards and procedures);
Administer IP PBX extensions;
Maintain IP PBX hardware and phones;
Communicate with OIMT IT Operations team regarding implementation of special features on the system;
Assist local office managers in properly inventorying IT equipment;
Conduct IT assessments for beneficiaries and produce reports per DAI OIMT procedures;
Prepare procurement specifications and SOWs for IT procurements per DAI standards;
Review all IT procurement requests in TAMIS;
Assist Facilities Manager and provide advice in annual IT inventory and software audits;
Maintain a good knowledge and understanding of all policies and procedures as set forth in the project’s Field Operations Policy Manual and DAI Operations Manual.

Job Requirements

Technical knowledge and requirements

Bachelor’s degree or equivalent profesional certification, or equivalent years of relevant experience required;
Minimum of 4 years of experience in the field of information technology, systems administration, maintenance and user support;
PC and Server support experience;
Knowledge of Windows Server & Windows Client operating systems;
Knowledge of Windows network services: AD, DNS, DHCP, WSUS, Print and file sharing;
Experience or basic knowledge of IBM Notes Client configuration, and replication within a WAN;
Experience with Outlook client or O365 principles;
Knowledge of backup and restore services;
Physical and logical LAN and WAN infrastructure principles;
Communication equipment and VPN services.

Other requirements

Good knowledge of English language (written and spoken);
Team player and good communication skills;
Proactive in solving issues;
Self-motivation in handling all assigned tasks.

Reporting

The IT Support Officer will report to the HR and Admin Officer.

Job Details

Job Title Information Technology (IT) Support Officer

Deadline 05 - Oct - 2021

Location Ramallah

Job Type Full time

Position Level Mid Career

Salary N/A

Degree Bachelor's degree

Experience 4 Years

Category I.T. & Tech

Application Instructions

To Apply: If you would like to be part of a dynamic project team and are interested in submitting your CV for consideration, please apply through the following link:

fs23.formsite.com/OLJTgx/kbblo29uc6/index.html

Individual position postings including job description and qualifications sought can be viewed at the link provided. Only shortlisted applicants will be contacted for additional information. All applications must be received no later than October 5, 2021.

About DAI: DAI is a global development company with corporate offices in the United States, the United Kingdom, EU, Nigeria, Pakistan, and Palestine and project operations worldwide. We tackle fundamental social and economic development problems caused by inefficient markets, ineffective governance, and instability. DAI works on the frontlines of global development. We are committed to shaping a more livable world.

DAI is an equal opportunity/affirmative action employer with a commitment to diversity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Homepage
Jobs
Ramallah
Information Technology (IT) Support Officer

For your privacy and protection: when applying to a job online , never give your credit card or bank account information, or perform any sort of monetary transaction to a prospective employer.

Latests Jobs By DAI

Job Title

Date Posted

Driver

7, Jan

Private Sector Engagement Officer

24, Dec, 2024

Monitoring, Evaluation & Learning (MEL) Officer

24, Dec, 2024

Senior Grants Officer

24, Dec, 2024

Municipal Assessment and Gap Analysis Consultant