About the Role:

Under the supervision of the Operations Manager, the Regional IT Officer is responsible for managing and maintaining critical aspects of an organization’s IT infrastructure. The role will encompass various technical domains, ensuring the smooth operation of hardware, network, and security systems. The Regional IT Officer will provide fast and useful technical assistance on computer systems and Network.

S/he will answer queries on basic technical issues and offer advice to solve them. The IT Officer will support the frontline team on AIM activities and BInsight issues by providing on-the-ground technical assistance and support to our users across various locations at the branch offices of Nyanza and Huye Regional Offices.

An excellent Regional IT Officer must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. The role will be crucial in ensuring the smooth operation of the BInsight & other SBI systems. The incumbent will be based at Regional Office in Nyanza District supporting both Nyanza and Huye Regional Offices.

Key Responsibilities:

1. Laptop management
   • IT equipment deployment: Oversee the acquisition, configuration, and deployment of laptops, Tablets for employees and provide recommendations for the procurement of IT related equipment/software required by the organization.
   • Maintenance and troubleshooting: Regularly maintain laptops, Tablets, printers diagnose hardware and software issues, and provide technical support to end-users.
   • Security measures: Implement security protocols for laptops, including encryption, access controls, and antivirus software.
2. Accounts and mail systems
   • User account management: Create, modify, and deactivate user accounts across various systems (e.g. active directory, email servers).
   • Email administration: Manage email accounts, troubleshoot email-related issues, and ensure proper functioning of mail servers.
3. Network administration
   • Network devices: Monitor and maintain network devices (routers, switches, firewalls) to ensure optimal performance and security.
   • Network troubleshooting: Diagnose and resolve network connectivity issues.
   • Network security: Implement security measures such as firewalls, intrusion detection systems, and VPNs.
4. Server management
   • Server maintenance: Regularly inspect and maintain servers (physical or virtual) to prevent downtime.
   • Backup and recovery: Set up and manage data backup systems for servers.
   • Server security: Implement security patches, access controls and monitoring tools.
5. Security measures
   • Physical security: Ensure physical security of hardware assets (servers, laptops, networking equipment).
   • Access controls: Define and enforce access controls for various systems.
   • Vulnerability management: Regularly assess and address security vulnerabilities.
6. Documentation and Reporting
   • Inventory management: Maintain accurate records of hardware inventory, licenses and warranties.
   • Incident reporting: Document incidents, resolutions and preventive measures.
7. BInsight system responsibilities
   • Be the contact person for all BInsight-related issues arising from frontline staff
   • Ensure all BInsight system related issues are reported, escalated and resolved in a timely manner thus enabling the operation team to carry out the field operations effectively.
   • Provide direct technical assistance to users facing issues with the BInsight system, including troubleshooting, problem-solving, and guiding them through resolution steps
   • Monitor the BInsight issues raised on JIRA, Skype, direct calls and other platforms by staff and ensure daily resolution unless technical development is required.
   • During field visits, check devices to ensure they are updated, running smoothly, and have enough storage for BInsinght operations.
   • Travel to various locations to provide support to users in person.
   • Build knowledge by providing repeated issue-based training.
   • Support new staff onboarding and provide comprehensive BInsight training for newly onboarded staff.
8. Internet infrastructure:
   • Manage internet infrastructure at branch and regional offices, ensure uninterrupted internet connectivity, and oversee service provider' performance and advise the Operations department accordingly.
9. Safeguarding responsibilities:
   • Ensure the safety of team members from any harm, abuse, neglect, harassment and exploitation to achieve the programme’s goals on safeguarding implementation.
   • Act as a key source of support, guidance and expertise on safeguarding for establishing a safe working environment.
   • Practice, promote and endorse the issues of safeguarding policy among team members and ensure the implementation of safeguarding standards in every course of action.
   • Follow the safeguarding reporting procedure in case any reportable incident takes place, encourage others to do so.

Major Challenges:

• Number of branches visited per month
• Number of staff trained on specific issues per month, including a breakdown of issues covered
• Number of issues resolved per month and number of unresolved issues, with root causes highlighted
• Number of staff provided with onboarding training per month
• Track the number of UAT tasks completed within the set timelines.
• Reduced human originated issues
• Quality of periodic reports (weekly, monthly)
• Effective communication and relationship management with key field staff.

Key Performance Indicators (KPIs):

• Number of branches visited per month
• Number of staff trained on specific issues per month, including a breakdown of issues covered
• Number of issues resolved per month and number of unresolved issues, with root causes highlighted
• Number of staff provided with onboarding training per month
• Track the number of UAT tasks completed within the set timelines.
• Reduced human originated issues
• Quality of periodic reports (weekly, monthly)
• Effective communication and relationship management with key field staff.

Academic Qualifications:

• University Degree (Bachelor in Computer Science, IT or any other related fields).
• Professional certifications such as CompTIA A+, ITIL, CCNA, CCNP or Microsoft Certified: Azure Fundamentals is an added advantage.

Required Skills, Competencies & Knowledge:

• Strong technical proficiency in hardware, networking, and security domains
• Network knowledge: LAN / WLAN / switching / routing / firewall management
• Basic knowledge in SQL Database script development.
• Ability to troubleshoot complex technical issues
• Excellent communication skills for user support
• Exceptional ability to provide technical support and resolve queries.
• Self-motivated team player with the ability to adapt and work cooperatively and effectively in different situations and teams to carry out assigned tasks.
• Able and willing to solve complex analytical challenges, independently analyze information; and make recommendations based on analysis.
• Experience in documenting processes and monitoring performance metrics.
• Strong organizational and time management skills.
• Attention to detail and proactive problem-solving
• Commitment to the BRAC International mission, core values, the ability to incorporate the mission and values in the workplace.
• Fluency in written and spoken English and Kinyarwanda.

Experience Requirements:

• Minimum of 2-3 years' working experience in ICT Department with experience in an NGO setting.
• Experience in hardware maintenance, network administration, or a similar role.

• Oversee the acquisition, configuration, and deployment of laptops, Tablets for employees and provide recommendations for the procurement of IT related equipment/software required by the organization.
• Regularly maintain laptops, Tablets, printers diagnose hardware and software issues, and provide technical support to end-users.
• Implement security protocols for laptops, including encryption, access controls, and antivirus software.
• Create, modify, and deactivate user accounts across various systems (e.g. active directory, email servers).
• Manage email accounts, troubleshoot email-related issues, and ensure proper functioning of mail servers.
• Monitor and maintain network devices (routers, switches, firewalls) to ensure optimal performance and security.
• Diagnose and resolve network connectivity issues.
• Implement security measures such as firewalls, intrusion detection systems, and VPNs.
• Regularly inspect and maintain servers (physical or virtual) to prevent downtime.
• Set up and manage data backup systems for servers.
• Implement security patches, access controls and monitoring tools.
• Ensure physical security of hardware assets (servers, laptops, networking equipment).
• Define and enforce access controls for various systems.
• Regularly assess and address security vulnerabilities.
• Maintain accurate records of hardware inventory, licenses and warranties.
• Document incidents, resolutions and preventive measures.
• Be the contact person for all BInsight-related issues arising from frontline staff
• Ensure all BInsight system related issues are reported, escalated and resolved in a timely manner thus enabling the operation team to carry out the field operations effectively.
• Provide direct technical assistance to users facing issues with the BInsight system, including troubleshooting, problem-solving, and guiding them through resolution steps
• Monitor the BInsight issues raised on JIRA, Skype, direct calls and other platforms by staff and ensure daily resolution unless technical development is required.
• During field visits, check devices to ensure they are updated, running smoothly, and have enough storage for BInsinght operations.
• Travel to various locations to provide support to users in person.
• Build knowledge by providing repeated issue-based training.
• Support new staff onboarding and provide comprehensive BInsight training for newly onboarded staff.
• Manage internet infrastructure at branch and regional offices, ensure uninterrupted internet connectivity, and oversee service provider' performance and advise the Operations department accordingly.
• Ensure the safety of team members from any harm, abuse, neglect, harassment and exploitation to achieve the programme’s goals on safeguarding implementation.
• Act as a key source of support, guidance and expertise on safeguarding for establishing a safe working environment.
• Practice, promote and endorse the issues of safeguarding policy among team members and ensure the implementation of safeguarding standards in every course of action.
• Follow the safeguarding reporting procedure in case any reportable incident takes place, encourage others to do so.

• Strong technical proficiency in hardware, networking, and security domains
• Network knowledge: LAN / WLAN / switching / routing / firewall management
• Basic knowledge in SQL Database script development.
• Ability to troubleshoot complex technical issues
• Excellent communication skills for user support
• Exceptional ability to provide technical support and resolve queries.
• Self-motivated team player with the ability to adapt and work cooperatively and effectively in different situations and teams to carry out assigned tasks.
• Able and willing to solve complex analytical challenges, independently analyze information; and make recommendations based on analysis.
• Experience in documenting processes and monitoring performance metrics.
• Strong organizational and time management skills.
• Attention to detail and proactive problem-solving
• Commitment to the BRAC International mission, core values, the ability to incorporate the mission and values in the workplace.
• Fluency in written and spoken English and Kinyarwanda.

• University Degree (Bachelor in Computer Science, IT or any other related fields).
• Professional certifications such as CompTIA A+, ITIL, CCNA, CCNP or Microsoft Certified: Azure Fundamentals is an added advantage.