Danish Refugee Council, one of the world’s leading humanitarian NGOs, is currently looking for a highly qualified IT Specialist.

About the job

Responsible for the configuration, implementation, and maintenance of all IT technologies with focus on efficient setup, maintenance and administration of all DRC hardware, software and local networks. Ensure accessible and high-quality IT support and training to users, while continually assessing and identifying the most appropriate IT solutions to meet the organization’s changing needs. Ensure ample resources for the Field offices with ability to independently manage DRC ICT system with periodic reporting.

Your main duties and responsibilities will be:

1. Provide (ICT) technical support services to end-users.

• SoPs for troubleshooting, resolutions and records of users’ problems & solutions offered
• Act as primary focal person for IT related issues and concerns.
• Ensure user support (Help Desk) and advice on ICT related matters (L3)
• Troubleshoot, resolve, and keep reported records of users’ problems & solutions offered not limited to IT, DRC Dynamics (L3)
• Ensuring Compliant image installation of OS on computers as per the updated version from DRC HQ (L3)
• Ensure usage of DRC official tools (e.g. cloud storage)
• Install and configure the ICT infrastructure (hardware, software, telecommunications) and information systems in alignment with HQ guidelines
• Install, configure, and maintain security for LAN/WAN, Firewall, Internet, wireless, and remote access services while complying with DRC Service Level Guidelines/Standards.
• Look into connectivity solutions for countries of concern and advise accordingly.
• Analyze local requirements and update HQ on the systems used
• Implementation of global systems and applications
• Provide on-call/remote technical support not limited to the duty station assigned (L3)
• Provide induction and User Guide packages for newly joining staff.
• Provision of technical setup for meetings
• Coordination with service providers including ISP and liaison as necessary
• ICT Tracking equipment and asset management including liquidation.
• Responsible for Implement new software systems, and undertaking upgrades of existing systems, ensure standards on all computers in line with the DRC standards and guidelines.
• Periodic checks to field offices in coordination with logistics to provide IT support and trainings.
• Ensure proper IT focal points system at field level and provide remote support whenever possible.
• Analyzing local IT solutions, practices and requirements and relaying to DRC HQ IT
• Recommend Information Technology strategies, policies, and procedures by evaluating organization outcomes, identifying problems, evaluating trends, and anticipating requirements reporting to DRC HQ IT
• Periodic checks to field offices in coordination with logistics to provide IT support and trainings.
• Ensure proper IT focal points system at field level and provide remote support whenever possible.

3.Collaborate with the line Manager to:

• Have an overview of resources in the areas of responsibility.
• Manage the IT needs and set targets aligning with the HQ and country guidelines.
• Ensure DRC IT policies are adhered and in place
• Timely notifying management of IT needs and requirements in the assigned location; assist in procurement of ICT goods and services, benchmarks, preparing technical specifications.
• Implement new software systems/solutions and undertaking upgrades of local systems as per the DRC standards and guidelines.
• Work on documentation, and implementation of various local systems. Create and maintain good technical documentation,
• Implement the ICT component of the business continuity and disaster recovery plans for the assigned offices

3.Additional tasks

• Support users in Dynamics (DRC’s ERP Software) as super user (with relevant training) –in support from Dynamics superusers or HQ Dynamics team
• Stay current with technology changes, applicable systems, industry trends and developments especially in Networking Infrastructure and new wireless networking trends coupled with third party power tools to optimize the performance of remote access.
• Training and Facilitation – Transfer of necessary knowledge to the staff to increase the broader understanding of Information Technologies potential.
• Analyze and document user requirements and manage the design, development and implementation of required systems and applications
• Responsible for providing specialized knowledge and operational know-how within a specific discipline. May also have technical line responsibilities, and at times operational matters
• Be part of Global ICT Support when required.
• On request perform any other additional duties assigned by the supervisors
• Team management, coaching and direction to IT staff. Setting and monitoring KPIs.

About you

To be successful in this role we expect you to have

• Minimum of 5 years’ experience working with computer, network administration with end user support
• Proficient with Microsoft products not limiting to Office Suite, cloud and technologies and Windows
• Understanding Digitization and impact on our systems
• Proven ability to prioritize tasks, meet deadlines and work with minimal supervision in high pressure environment with multiple tasks, changing priorities, and changing resources
• Familiarity with satellite equipment handling and configurations not limited to LEO setups, VSATS etc as well as gsm networks for both mobile and data connectivity
• Excellent interpersonal and negotiation skills and a demonstrated ability to promote harmonious/cohesive teamwork, in a cross-cultural context.
• A team-focused mentality with the proven ability to work effectively with diverse stakeholders.

Moreover, we also expect the following:

Required

• Bachelor’s degree in computer sciences or other closely related engineering/science fields, or a first university degree with relevant combination of academic and professional qualifications.
• English with good communication skills
• Proficiency in Arabic and or French is appreciated.

In this position, you are expected to demonstrate DRC’ five core competencies:

Striving for excellence: You focus on reaching results while ensuring an efficient process.

Collaborating: You involve relevant parties and encourage feedback.

Taking the lead: You take ownership and initiative while aiming for innovation.

Communicating: You listen and speak effectively and honestly.

Demonstrating integrity: You uphold and promote the highest standards of ethical and professional conduct in relation to our values and Code of Conduct, including safeguarding against sexual exploitation, abuse and harassment.

We offer

Contract length: 12 Months

Band: G – Non management

Start date: 01/11/2024

Salary and conditions will be in accordance with Danish Refugee Council’s Terms of Employment.

Application process

All applicants must upload a cover letter and an updated CV (no longer than four pages) in English. Applications sent by email will not be considered.

Closing date for applications: 13/10/2024

For further information about the Danish Refugee Council, please consult our website drc.ngo.