CARE Bangladesh: IT Support Manager

IT Support Manager

1 position, Kishoreganj Field Office

The duration of the proposed contract is up to September 28, 2020.

I.          Job Summary:

The IT Support Manager (ITSM) is charged with overall supervision and ensuring IT support to the Single Project Regional Office and all field and team offices within the Region. Her/his major responsibilities will include but not limited to: LAN/WAN Administration, Internet & Email systems management, Design & Implementation of Regional IT infrastructure, Desktop and Hardware Support, Network Support, Telecommunication support, Anti-Virus Measures, IT Hardware & Software Inventory Management, Implement of IT Policies & Procedures, Capacity building of IT users. Supervise and operate Regional IT Helpdesk and pool equipment. Ensure overall IT support at region. In addition to the above, s/he may need to provide day-to-day supervision and guidance to field office Focal Point, IT Focal Persons or Project Technical staff (where applicable). S/he will be required to provide technical support to the users of the software like SPSS, AutoCAD, CTS & other commodity software, IMS, FMS, Petty cash, Leave, Bridger etc. S/he also requires to work independently and as a team member. S/he will be required to make necessary visits to all Field/Hub/Team offices/Warehouse in the Region and to the CBHQ as and when required. S/he will coordinate all field visits within the Region. Keep abreast of latest development in the IT industry and maintain positive liaison with vendors/suppliers of IT services and equipment.

II.        Responsibilities and Tasks:	% of Time
Responsibility #1: LAN/WAN Administration	15%
Installation, configuration and maintenance of all Servers like Domain controller, Additional Domain controller, Gateway server, WSUS etc. Network administration (LAN User account & E-mail ID management, E-mail & Internet system management etc.) Installation, configuration and repair of network equipment like Switches, Hubs, Routers, Modems, network cards, NAS, Wireless access point etc. Configure LAN, E-Mail ID and Internet system at client computer at RO & FO Troubleshoot network and communication related problems Monitor Radio Link, Hardware firewall and associate equipment Ensure regular data backup and safe recovery of data Prepare Network cabling – Documentation & Maintenance Installation and configuration of different server based applications Troubleshooting of security and access related problems of the network Monitor browsing log file in server (at RO)  and browsing history at field offices Maintain documentation of regular task list (daily, weekly, monthly quarterly and yearly) as formulated by IT Server Log maintenance and documentation Ensure Server Room Access Control
Responsibility #2: Desktop and Hardware Support	20%
Install, configure and troubleshoot desktop applications and operating systems Install and configure new hardware and software as per policy Install and configure network and stand-alone printers Reporting and removal of unauthorized software Receive and respond to support requests according to procedures Ensure proper anti-virus measures on all desktop and laptop computers Ensure optimum use of mission IT resources and report misuse Monitor warranty & life time of equipment and plan timely replacements Evaluate hardware and make recommendations for purchase Maintain effective liaison with IT Helpdesk and provide timely feedback to users regarding problem status and resolution Maintain positive liaison with vendors and monitor external repairs Monitor Service level agreement with vendor Attend training on PABX programming and provide routine maintenance of PABX  system with vendor Provide support for telephone users
Responsibility #3: Helpdesk Supervision and Operation	10%
Implement Helpdesk Policy and Procedure Ensure documentation of “Helpdesk call register” and send to IT CBHQ in a monthly basis Ensure documentation of “Vendor service record” and send to IT CBHQ in a monthly basis Prepare and maintain an “IT Inventory” for all users mentioning Hardware and software information Prepare monthly report with prescribed format and send to Head of IT Ensure user compliance to IT policies & procedures Operate IT pool equipment and ensure documentation
Responsibility #4: Application/Software Support and Maintenance	15%
Installation and maintenance of IT standard software in the region Install update patches as and when required Installation and trouble shooting of specialized software as and required Keep close contact with CBHQ IT for software installation guideline and maintenance Monitoring and documentation of software licenses Provide support for specialized & customized software as and when needed
Responsibility #5: Facilitating Programming Approach	5%
Facilitate Programming Approach keeping smooth communication system around the region Ensure optimum utilization of available IT equipment and facilitate to use in other/new program (as required) Explore to innovate new technology for communication like internet based group meeting, teleconferencing, video conferencing etc. focusing on promoting reflective learning sharing Provide guidance and explain technical concepts in non-technical terms to the ROMT Facilitate accessibility on update information and knowledge up to the front line Facilitate user-friendly information management process to link with country office measurement and learning system (e.g. access on different information through I drive or shared folder, archiving photos etc.) Actively participated in different program activities to build partnership between Program and Program-Support
Responsibility #6: Capacity Development of the Users	10%
Plan and conduct formal IT training for users in all offices under the region Provide hands on guidance and coaching Prepare and distribute hands-outs and tips to users Orient IT focal point on different IT activities Facilitate to enroll CARE Academy courses among users
Responsibility #7: Field Visit	15%
Prepare plan for field visit to team, hub & warehouses under the Region Installation and maintenance of hardware & software Troubleshooting of Hardware and software Ensure Antivirus security on all hardware & keep updated patches Discuss with users on tips & tricks of using software and hardware during visits
Responsibility #8: Other Duties	10%
Assist in preparation of the Regional IT budget and monitor spending Attend ROMT meetings and provide advice/assistance on IT issues Attend periodic meeting of the IT Department Attend “Regional procurement committee” meeting and take part on procurement decision making Involve with staff recruitment process at regional level Participate to external IT related events with GO & NGOs Provide advice to the PNGOs on IT issues Face internal/external audit for IT

III.       Reporting to:

Regional Office Manager as well as dotted line reporting to Head of IT

IV.       Working Condition:

The IT Support Manager will be based at CARE Kishoreganj Office but according to need s/he will time to time visit the Field, Team offices, Warehouse falling under her/his area of coverage, providing on-site IT support, maintenance and training. These offices include (but are not limited to): any other field/team offices of CARE which may be taken under this region.  The ITSM deals with a very stressful environment as many of the clients require immediate services. S/he may have to manage a number of activities simultaneously and may be interrupted frequently to meet the needs and requests of clients. S/he may find the environment to be busy, noisy and will need excellent organizational and time and stress management skills to complete the required tasks. The ITSM may have to visit CARE Bangladesh Headquarters or other field offices occasionally in order to perform specific tasks or attend meetings, seminars, etc.,

V.       Qualification and Experiences:

Bachelor in Computer Science or Applied Physics or 4 years Diploma in Engineering or equivalent. At least 4-5 year's practical experience in the relevant areas.  Strong working knowledge on LAN, WAN, Internet, E-mail systems and Hardware. Good knowledge in Hardware/Software support on a Windows 2003 Network environment, MS-Exchange server and firewall administration. Proficiency on Windows Server 2003, Windows XP, DNS, DHCP, WINS is required. Professional certification like MCSE or MCSA or CCNA will be considered as added advantage. Basic understanding of PABX switching and programming.

VI.       Core Competencies:

Customer-focused, with excellent written and verbal communication skills. The ability to maintain good manners and a friendly demeanor at all times. The ability to take full responsibility for ensuring the correct and timely resolution of problems. Good spoken presentation skills, required for training groups of staff. Promote good practice in the use of IT hardware and software. Ability to install and administer computer hardware, software and networks independently Strong analytical and problem solving skills Team building, Decision making, Stress and time management skills Ability to negotiate hardware/software service and technical support contracts with vendors.

Candidates need to be highly motivated and committed to CARE Bangladesh’s vision, mission, and long term development work to significantly improve the lives of the most vulnerable and marginalized. Candidates must be capable of displaying great learning agility, support and encouragement of knowledge sharing across projects, to the ultimate benefit of all of CARE’s mission wide initiatives.

This is an interesting time in the development of CARE as an organization which is shifting towards a program approach where it has developed longer-term impact visions to have MORE sustainable changes in the lives of the extreme poor and marginalized. CARE is looking for an IT Support Manager who will play a key role in the leadership of the Program Support whilst at the same time building a learning culture that promotes knowledge sharing across CARE and excellence. 

Compensation

Monthly gross salary is Taka 40,000 plus other admissible benefits as per CARE policy.

Interested candidates meeting the above requirements should apply online through http://carebangladesh.org/why_join.php on or before December 08, 2015. 

Note: * Any persuasion will disqualify the candidates * Internal and external applicants shall be treated equally in the entire selection process.

N.B. This advertisement is open only for female candidates. Female candidates who are really interested to work at Kishoreganj and have the required qualification and experience should apply.