Role Purpose
Working in 50 developing countries across Africa, Asia and the Americas, Plan aims to reach as many children as possible, particularly those who are excluded or marginalized with high quality programmes that deliver long lasting benefits by increasing its income, working in partnership with others and operating effectively. Please see http://plan-international.org/about-plan for Planโs strategy.
Plan Indonesia is presently implementing its third country strategic plan (CS4) developed for five years covering fiscal year 2017 to 2022, where the country objective has been defined as โto identify and facilitate the removal of obstacles that prevent children from enjoying their rights and participating fully in Indonesian societyโ. This goal will be achieved by providing technical support and implementing quality programs and projects. An effective and efficient communications strategy is a must for Plan Indonesia to share the outcomes of these projects to influence different actors, specially state authorities and to position Planโs profile within and outside at different levels โ starting from community, sub district, district to national, regional and international levels.
Information Technology Officer provides exceptional technical support and customer service to effectively resolve staff technical issues and serves as a primary point of communication between IT and operating, business and functional teams.
Dimensions of the Role
The Information Technology Officer provides IT operations functions to offices for the standard hardware, software and voice/data network solutions, this includes onsite/remote support for computers, printers, global systems, plus basic networking, and phone support.
The Information Technology Officer provides office support within a common technology framework as defined by Global IT services as well as defined by YPII
Accountabilities
This position reports to IT Operations Specialist and responsible for the following roles and responsibilities:
Onsite and Remote Technical Support
- Provides onsite and remote support to all YPII staff for hardware/software installation or maintenance.
- Assesses office usersโ IT needs and delivers solutions.
- Configures and supports meeting room audio/visual equipment and systems.
- Provides escalated technical support that requires an on-site presence (server, NAS, network or PC equipment failure), including data backup recovery.
- Responsible for monitoring data backups (i.e. email, grant project data, finance and logistic procurement data) in offices to ensure that they are completed on a regular basis
- Performs medium to complex software/hardware troubleshooting, patches, and re-installations in cooperation with the Global Hub Helpdesk and in accordance with established SLAs.
Equipment & Resources Management
- Lifecycle management (new setup, inventory, support) of computers, printers, phones, and network equipment.
- Assist IT Operations Specialist for the IT portion of new office setups and expansions. This includes relocation and/or installation of voice/data communications solutions, LAN and PC equipment.
- Maintains data protection by providing user level access control to YPII IT resources
- Assist in preparation of regular periodic status reports on key measurement indicators, project delivery, accomplishments, and other activities
Onboarding and Training
- Provides new staff with computer/account setup and orientation how to use IT equipment in a responsible manner
- Delivers IT onboarding orientation, support, and assistance for new staff
Communications and Working Relationships:
Internal
Position
Reasons for contact
Level
IT Operations Specialist
To report the day to day activities & guidance on how to carry out the assigned tasks
High
All Staff
To provide support & training on all software and hardware
High
Logistics Team
Coordination on IT asset inventory management & record update
Medium
External
Position
Reasons for contact
Level
External Service Providers
Escalate specific issues to the external service providers (ISP, Service Depot, etc)
High
Technical expertise, skills and knowledge
Please address in your cover letter and resume how you meet the following minimum qualifications:
MINIMUM QUALIFICATIONS
- Bachelor degree plus 3 yearsโ experience in IT operations or equivalent combination of education and experience.
- Experience with MS Office 365 cloud software, Windows and On-site/remote environment.
- Some experience with NAS environment and cloud backup environment
- experience in IT end-user support and providing technical knowledge expertise with Windows PCs and PC troubleshooting