TITLE: IT Coordinator

REPORT TO: Finance and Operations Director, FHI 360 in Bangladesh

Location Dhaka, Bangladesh

FHI 360 is a non-profit human development organization dedicated to improving lives in lasting ways by advancing integrated, locally driven solutions. Our staff includes experts in Health, Education, Nutrition, Environment, Economic Development, Civil Society, Gender, Youth, Research and Technology; creating a unique mix of capabilities to address today’s interrelated development challenges. FHI 360 serves more than 60 countries, all 50 U.S. states and all U.S. territories.

We are currently seeking qualified candidates for the position of IT Coordinator for the Tuberculosis project based in Dhaka, Bangladesh. This position is dependent on receipt of funding.

Position Summary

Under the supervision of the Finance and Operations Director, the IT Coordinator will provide support to end-users, internal users, or partners. S/he will serve as the first line of support for the end user on issues related to desktop computers, laptops, printers, servers, network connectivity and remote access and simulates or recreates a process to resolve operating difficulties and may interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems. S/he works with the regional IT Operations/Infrastructure team to coordinate support, project delivery, upgrades, and routine tasks.

Key Responsibilities

• Provide support of computer hardware, software, printers, applications, operating systems, servers and network devices.
• Ensure the weekly update of the Endpoint Management, Anti-virus of servers and clients.
• Ensure the monthly patching/Windows updates on Server and user computer.
• Performs regular backups of servers, user files, and network shared files.
• Perform software installations on company computers and configures applications as specified.
• Configure and maintain servers, routers, switches, wireless access points, security appliances, etc.
• Maintain the office IT system and upgrades when required or as instructed by ASIA/HQ IT Team.
• Ability to interact with a broad range of end-users and use various technical resources to provide support.
• Manage and collaborate with third party suppliers/vendors where appropriate and ensures that vendor performance and provision of services and quality is in line with FHI 360 expectations that enable FHI 360 to meet or exceed service levels.
• Responsible for the optimal operation of all office devices and end user computing environments hardware, peripherals, which directly support and help manage the end user computing environment.
• Support organizational wide priorities by ensuring optimal support and timely resolution of incidents.
• Demonstrate complete ownership of all incidents or service requests.
• Responsible for tracking and progress of all incidents to conclusion
• Identify and promote technical and operational “best practices.”
• Train staff on newly deployed technologies
• Review and enforces FHI 360’s policies and standard operating procedures (SOPs)
• Plan and execute periodic visits to field offices to give technical support and help build the capacity of FHI 360 staff/partners to keep their computers up to date.
• Advise management on all ICT related issues (budget, procurement, strategy, project startup/closeout, vendor selection, project technologies, etc). Attends meetings for these activities.
• Drive and implement digital innovation in close collaboration with Monitoring, Evaluation, Research and Learning unit.
• Support Operations Department in preparation of detailed specifications for procurement of ICT equipment or ICT services with detailed cost assumptions/estimates.
• Participate in the evaluation of technical requests and selection process of vendors for ICT related procurement cases.

Minimum Requirements

• BS/BA and 3 – 6 years relevant experience; or High School/General Education and 8 – 10 years relevant experience or the international equivalent.
• Vocational or specialized training; Equivalent combination of education and experience.
• Obtain the following skillsets.
  • Moderate understanding of Information Technology industry practices.
  • Working knowledge and understanding with a variety of technologies to effectively support end- users.
  • Excellent oral and written communication skills.
  • Solid knowledge and experience with incident management and operations services tools and systems.
  • Proficiency with Microsoft 365, Windows 7/10/11, Microsoft Cloud Technology, Microsoft Exchange 2010/2013/Exchange Online, Active Directory, Microsoft Azure.
  • Knowledge of Cisco Routers/Switches, Cisco Meraki’s, and other network devices.
  • Knowledge of ITSM, Ticketing System.
  • A willingness to increase knowledge and update skills as required.
  • Strong oral and written communication skills. Ability to communicate effectively and tactfully with all levels of staff, individuals from diverse cultures, and the public.
  • Ability to multi-task and self-motivate through assignments and routines.
  • Telecommunications: PABX, VoIP, voice mail, and peripheral devices
  • Server: Windows Server 2008/2012/2016/2019, Active Directory, DFS, WSUS, Virtualization Technology.
  • Desktop: Windows 7/10/11, Microsoft Office Suite, Microsoft Office 365, EndPoint Management Platform, Anti-Virus.
  • Network: Cisco routers/switches, Cisco Meraki, Ethernet, TCP/IP, DNS, DHCP

• Prior work experience in a non-governmental organization (NGO).
• Previous experience in developing technical specifications/terms of reference from the ICT domain is an asset.
• Previous experience in performing needs assessments/gap analyses is an asset.

• Fluency in English and Bengali language is required.

• Position open to Bangladeshi nationals or individuals who have the legal authority to work in Bangladesh.

The above statements are intended to describe the general nature and level of work and are subject to modification. They are not intended to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the job.

FHI 360 is an equal opportunity and affirmative action employer. FHI 360 is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, national or ethnic origin, age, disability or status as a veteran with respect to policies, programs, or activities.

This job posting summarizes the main duties of the job. It neither prescribes nor restricts the exact tasks that may be assigned to carry out these duties. This document should not be construed in any way to represent a contract of employment. Management reserves the right to review and revise this document at any time.

FHI 360 is an equal opportunity and affirmative action employer whereby we do not engage in practices that discriminate against any person employed or seeking employment based on race, color, religion, sex, sexual orientation, gender identity, national or ethnic origin, age, marital status, physical or mental disability, protected Veteran status, or any other characteristic protected under applicable law.

Our values and commitments to safeguarding: FHI 360 is committed to preventing any type of abuse, exploitation and harassment in our work environments and programs, including sexual abuse, exploitation and harassment. FHI 360 takes steps to safeguard the welfare of everyone who engages with our organization and programs and requires that all personnel, including staff members and volunteers, share this commitment and sign our code of conduct. All offers of employment will be subject to appropriate screening checks, including reference, criminal record and terrorism finance checks. FHI 360 also participates in the Inter-Agency Misconduct Disclosure Scheme (MDS), facilitated by the Steering Committee for Humanitarian Response. In line with the MDS, we will request information from job applicants’ previous employers about any substantiated findings of sexual abuse, exploitation and/or harassment during the applicant’s tenure with previous employers. By applying, job applicants confirm their understanding of these recruitment procedures and consent to these screening checks.

FHI 360 will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws.

FHI 360 will never ask you for your career site username or password, and we will never request money, goods or services during the application, recruitment or employment process. If you have questions or concerns about correspondence from us, please email CareerCenterSupport@fhi360.org.

FHI 360 fosters the strength and health of its workforce through a competitive benefits package, professional development and policies and programs that support a healthy work/life balance. Join our global workforce to make a positive difference for others — and yourself.

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