Vacancy: Consultancy - ICT Support Services Company

Company Profile

SNV is a not-for-profit international development organisation that applies practical know-how to make a lasting difference in the lives of people living in poverty. We use our extensive and long-term in-country presence to apply and adapt our top-notch expertise in agriculture, energy, and WASH to local contexts. SNV has an annual turnover of €130 million, over 1,250 staff in more than 25 countries in Africa, Asia, and Latin America. We are proud to be a not-for-profit organisation that uses project financing to implement our mission. This requires us to work efficiently and to invest in operational excellence.

For more information on SNV, visit our website: www.snv.org

Job Description

ICT Support Services Company

SNV Ghana is looking for an:

ICT Support Services Company for Our SNV Country Office

Accra, and provide support to the other offices 

(Retainer Contract)

Background

SNV has worked in Ghana since the 1992 and currently has offices in Accra, Tamale, and Nandom. 

Overview of the ICT Company’s Services

• The ICT Support Service Company is accountable for constructing the technology skeleton, guidelines and safeguards of the company. As an ICT Support Service company, you will be answerable for upholding the IT guidelines for employees related to the complete IT composition which engage computers, peripheral devices, telephony, internal servers, intranet/internet and all records centers.


• The ICT Support Service Company ensures that the ICT image is coordinated with the business edict and is the prime point of contact in securing the technology standards of the company while providing its technical requirements. The ICT Support Service Company maintains telecommunications and technology in a business so it functions to optimize workforce efficiency. 

Purpose of the Job

The ICT Support Service Company works with all facets of the business and has cross functional responsibilities for ICT and Management as well as external partners in making sure that the information technology infrastructure and digital property is fully operational. The IT Support Service Company is in charge of advising management about the need for timely updates in IT.

Responsibilities

The ICT support works will cover site visits for network configuration and maintenance, remote support, software installation, replacement of hardware or components due to failure, disaster recovery etc. 

HARDWARE

Providing hardware support (troubleshooting/diagnosing the problem) and finding basic Solutions. Especially as PC/laptops have faults with the actual hardware, things like servers, printers, scanners, digital senders and when PC/laptops develop hardware faults. 

Networking

• Administer existing office networks.


• Oversee LAN, WAN, Internet connectivity issues.


• Diagnose communication network problems.


• Maintain network documents.


• Provide system and network security when using local Internet connectivity (Fortinet products)

SOFTWARE

• Client server network, and commonly used server software such as, Microsoft Exchange Server, Internet Security and Acceleration Server, SNV Subi, Antivirus software installed on the server e.g. Microsoft Windows 10, Office 365, Microsoft Windows Server 2019, Microsoft Office (2010), and networking technologies, such as VPN, firewalls, internet load balancing and various LAN technologies etc.


• Experience with FortiGate firewall, NAS, iCloud storage, SharePoint Library are desirable.


• Housekeeping tasks (e.g. performing monthly backups and test them, deleting temporary files, de-fragmenting hard disks etc., downing and restarting servers periodically).


• Providing adequate protection for systems (e.g. installing and using Antivirus Software updated monthly).


• Basic fault identification / troubleshooting to be carried out by the consultant. 


• Giving the support to the organization during integration done by external or other suppliers/vendors.


• Changes that may require a site visit e.g. setting up new routers, printers, computers, adding new users to the network.


• Support for specialist software e.g. accounts, web publishing, payroll, etc. 


• Routine basic maintenance tasks such as de-fragmenting hard disks, etc. 


• Replacement of failed components on equipment.


• System upgrades.

Scope of Service

The ICT Support Service Company will provide support for hardware, operating systems, network, and selected applications on supported platforms. Specific services for computers included are:

• Timely software installations for requested software (departments may be charged for some software and software upgrades), 


• Problem resolution (operating system, supported software, and network functions), and liaison for hardware repairs. 

The support program provides support for software upgrade and incident-based troubleshooting but does not include day-to-day system administration. This means that users retain full control of and responsibility for administration of their systems, including data stored on their systems. Important data should be stored on network drives to prevent data loss. 

The ICT company will be required to work one day a week physically in place at the SNV Accra office in East Legon and be on call to support remotely.

The ICT Company will provide the said services to the SNV Ghana Accra, Tamale and Nandom offices, and all other operational offices. Travel to the field offices may be required and associated costs will be covered by SNV in line with its policy.

Supported Platforms and Applications

The software platforms and applications used by SNV organization and staff are varied and numerous. Whenever possible, the IT Support Service Company will assist SNV in their use of technology.

Required Skills or Experience

Competencies Required 

Adaptability, Flexibility, Integrity, client Orientation, exactness, Result oriented. 

Organization’s profile

• The ICT Support Service Company team members should consist of technology leaders, demonstrating the technology policy usage through code of conduct and the proper utilization of resources to conserve energy and minimize overhead cost.


• A wide-ranging understanding of old and new technology is requisite, with a bachelor’s degree in computer science or engineering as minimal educational criterion. Additional training and ICT certification is a plus. 


• Critical thinking and process analysis sharpness is essential to do well in this job; 


• The ICT Support Service company must possess excellent communication skills to properly communicate instruction and troubleshooting processes for internal customers who may have concerns about the operation or use of equipment and software within their operations unit.