Role and responsibilities

Specific responsibilities 

• Provide front-line IT support to all offices including Camps and Host Area Offices by troubleshooting problems and issues either in person, via email or on the phone.
• Travel to Camps and Host Area Offices on a frequent basis to provide in person support.
• Prepare IT equipment for new joiners and conduct inductions for new joiners.
• Receive IT equipment from leavers and complete the full leaver process
• Set up new users’ accounts and profiles and deal with password issues.
• Support the ICT Coordinator and Technical officers to roll out software and/or system updates to users
• Support the ICT Coordinator and Technical officers to maintain accurate records of all ICT assets, systems and software.
• Follow up on the Asset, Loss and Damage process to support Logistics in assessing damage/repair needs and liaising with suppliers to complete approved repairs

Generic  responsibilities 

1. Adhere to NRC policies, tools, handbooks and guidelines
2. Assist with the implementation of the ICT function portfolio according to plan of action
3. Prepare and develop status reports as required by management
4. Ensure proper filing of documents
5. Promote and share ideas for improvement of the ICT function
6. Actively promote PSEA (Prevention of Sexual Exploitation and Abuse) standards & principles within NRC and amongst beneficiaries served by NRC.
7. NRC is an equal opportunities employer. We are committed to equity, inclusivity, and diversity without distinction to age, gender, religion, ethnicity, nationality, and physical ability

Critical interfaces

By interfaces, NRC means processes and projects that are interlinked with other departments/units or persons. Relevant interfaces for this position are:

• Logistics Team
• NRC Staff
• Incentive based volunteers
• Suppliers

Scale and scope of position

Staff:N/A

Stakeholders:N/A

Budgets:N/A

Information:Freshservice HelpDesk, Indirectly other NRC ICT systems (Agresso, NRC People(Oracle)

Legal or compliance:N/A

1. Competencies

Competencies are important in order for the employee and the organisation to deliver desired results. They are relevant for all staff and are divided into the following two categories:

1. Professional competencies 

These are skills, knowledge and experience that are important for effective performance.

Generic professional competencies: 

• Experience from working as a ICT staff in a humanitarian/recovery context
• Documented results related to the position’s responsibilities
• Fluent in English and Arabic

Context/ Specific skills, knowledge and experience: 

• University degree of IT, computer Science, Information Systems, or equivalent.
• And/or proven experience of ICT Helpdesk: Years of Experience: 2.
• Experience in ICT Technical Support, or any relevant field related to IT.
• A very good technical background in Windows and MS office
• Strong interper

2. Behavioural competencies 

These are personal qualities that influence how successful people are in their job. NRC’s Competency Framework states 12 behavioural competencies, and the following are essential for this position:

• Handling insecure environment
• Planning and delivering results
• Empowering and building trust
• Communicating with impact and respect