Role: IT Service Provider Consultant
Location: Addis Ababa with travel as required to Bahirdar
Types of service: Consultancy service for 2-4 hours per week for a year time and depending upon performance, service agreement may be renewable
MEDA’s Overview
Mennonite Economic Development Associate (MEDA) is an international non-governmental organization incorporated in Canada and registered in Ethiopia. MEDA is currently carrying out EMERTA project which stands for Ethiopians Motivating Enterprises to Rise in Trade and Agri-business and means ‘to leap to great heights’ in Amharic by focusing specifically on women. The project will be committed to increasing sustainable employment and income generation for women and men in Amhara region of Ethiopia in rice, vegetables and gems sectors, with a focus on women. MEDA is committing to identify and mitigate the social and economic barriers that limit women’s participation in the selected market sectors and constrain their participation in household decisions and control over resources.
Consultancy Framework Overview:
MEDA is looking for and IT User Support Consultant who is responsible to ensure that the optimal performance of up to 50 computers and server and other peripherals of MEDA including, but not limited to printers, scanners, fax machines, UPS, hard driver back up units, routers, tablets etc. He/She is responsible for providing preventive maintenance to computer and accessories, computer network installation, server set-up and email configuration service as well as expected to install, setup and configure the network and must ensure that the operating systems are in line with MEDA’s requirements. He/she also insure that the IT system operates under MEDA-approved and licensed operating systems and software and also ensures that data are backed up regularly on hard drives and MEDA share points.
Scope of the Work
The IT User Support Consultant will assist MEDA head office and field office staff and the service desk in managing technology support. The individual will handle requests for support, respond to requests and promptly escalates to MEDA Headquarter IT team unresolved requests as appropriate.
Working with Head Quarters and Ethiopian Staff
· Ensure that MEDA HQ IT policies are followed at all times.
· Work closely with and comply with instructions from MEDA Headquarters IT staff in delivering IT support to MEDA Ethiopia.
· Follow instructions provided to upgrade Client computers precisely and in a timely fashion.
· Maintain computers to operate MEDA-approved software and licensed operating systems.
· Ensure MEDA Ethiopia project and operational data are secured (encryption, firewalls, virus protection, secure internet access).
· Ensure all assets are tracked and reported to HQ on the asset tracking spreadsheet.
· Ensure vendor specific hardware updates are applied to laptops, printers and devices using vendor supplied updating mechanisms.
· Ensure all equipment meets the HQ standard by consulting with HQ staff before
purchases
· Install and monitor an IT protocol which should serve as a guide in managing the IT system and works with MEDA HQ ISS.
· Provide IT audit and infrastructure report on a quarterly basis as per the MEDA IT audit check list.
User Support
· Provide on-line and on-site support to MEDA Ethiopia field staff when needed.
· Respond to unscheduled requests for help. Brining to the attention of MEDA if request cannot be performed
o Respond to the unscheduled calls from MEDA within 12 hours from receipt of notification of equipment problem. If the problem requires a workshop environment, the consultant may arrange with MEDA to transport the defective equipment to his/her workshop.
o Provide Proactive/Preventative maintenance when working with User's computers
· Ensure users' One Drive synchronization is error free
· Verify users are only storing files in Share Point or One Drive
· Check to ensure Bit Locker Encryption is enabled and functioning
· Ensure proper functioning of the broadband internet and take remedial action at times of interruption.
· Provides maintenance service on regular basis to the organizations’ equipment related to IT following preventive approach.
· Maintain computers to operate MEDA approved and licensed operating systems and soft wares.
· Maintains records and advice relevant persons of actions to be taken.
o Operating System
· Ensure setting up of server and email configuration using MEDA 365 in close consultation and direction with MEDA IT technical support in Canada.
o Computer security:
· Install, maintain and update antivirus frequently on workstations and servers, define and maintain folders and files access security on the MEDA’s SharePoint
o Backup and Recovery:
· Ensure proper functioning of the server and the backup system. Ensure that MEDA project and operational data are secured (encryption, firewalls, virus protected, secured internet access).
o Reporting & other services
· Provides technical assistance in purchases of IT related materials and equipment, providing advice, training, technical support and accountable for first line maintenance.
· Ensure all equipment meets the HQ standard by consulting with HQ staff before purchases.
· Assist with IT-related issues if/when the client requests so.
· Provide monthly timesheet and report.
· Assist with IT related issues to hook up and set up during the move to new facilities.
Network Environment
· Check logs and performance data on the Sophos device to ensure optimal performance
for the office; and advise PeaceWorks of any issues
· Verify that all computers connect easily and well to the wireless network
· Administer and maintain Local Area Network, PCs and peripheral equipment of the Client. Install, configure and secure wired and wireless networks in the system area.
Core Competencies Required
Essential
· Considerable proven experience in ICT Support/Helpdesk experience.
· Some experience in managing small to medium sized projects from conception to delivery.
· Considerable experience in managing server builds and managing configuration of complex infrastructure applications
Knowledge, Skills and Qualifications
· BSC in ICT or related field with proven knowledge and practice with more than 5 years of experience.
· Experience in providing comprehensive’ maintenance services which will cover both preventive as well as corrective maintenance for IT equipment.
· Experience in providing similar service for NGOs
· Must have number of staff ready to ready to support for any MEDA’s request
· Must be willing to come to MEDA’s office in person for 4 hours in a week to provide the support.