HAGAR CAMBODIA JOB DESCRIPTION

Transcription

1 HAGAR CAMBODIA JOB DESCRIPTION 1. Position Information: Job Title: System Support Technician Primary reporting line will be to: IT Manager Position Reports To: Position Location: Position Purpose: (There should be one paragraph stating on the scope of the job) Regular liaison will be required with: various computer users at Main Office, various Hagar s projects. Hagar MO To ensure the whole Hagar ICT infrastructure is secured and equipped with smooth running technology and systems. 2. Position Context/background: Write about the background of the Organisation, Program/Services background and why the position is needed Hagar was established in 1994 in Cambodia to serve individual women and children who have survived severe exploitation and human rights abuse. In 2009, Hagar expanded its unique model of long-term, individualized care in Afghanistan and Vietnam. In each unique context, Hagar is committed to the whole person for the long-term: whatever it takes for as long as it takes to restore a broken life. Through protection, recovery, empowerment and community integration, Hagar walks with each woman and child on their journey towards wholeness. Programme/Project/Services Description: IT department has played a big role to establish IT Infrastructure, Systems, Maintain, Controlling and Support to every user. IT department also has a responsibility to train the new technology related to office s work to each user so that they could use technology to make their work faster, effectively and efficiently. Why this position exists: In order to ensure the whole Hagar ICT infrastructure is secured and equipped with smooth running technology and systems to satisfy the ever growth IT needs. 3. Important Stakeholders & Relationships: List down important stakeholder relationship internal, external and a member of committees/groups that the position will regularly work with. External IT Vendors IT service providers Internet Service Provider Internal Local IT users International IT users Membership of Committees / Groups IT Support Team 4. Major Responsibilities of the Job: List of 4-6 statements describing the major responsibilities of results of the job, how to accomplish results and how the results are reviewed. These are usually constructed in a way that indicates how the activity links to the desired output. The sentence structure should be Action Verb + Object + Results. Page 1 of 5

2 1. Maintain security of the whole Hagar ICT infrastructure 2. Manage SharePoint server and site for sharing and collaboration 3. Provide helpdesk technical support to end users 4. Manage IT Asset Inventory from purchase to disposal 5. Handle administrative and other functions for IT department 5. Detail Responsibilities of the Job: Under each one of the major responsibility, there should be 4-6 detail responsibilities for the job. The sentence structure should be Action Verb + Object + Results, with clear expected end result, a percentage of time with clear indicator(s) to show the result of the job done. Each detail responsibility, there must one or more indicators. Expected End Results Major Responsibility 1: Maintaining security of the whole Hagar ICT infrastructure Setup and maintain Kaspersky Administration kit Make sure that all clients are installed with antivirus and virus definition are updated daily from server Schedule weekly scan to all servers and daily client scan for virus. Keep the new virus list up to date so that we could react to the new virus effectively Take responsive measures on immediate threats and security issues Planning, Implement and maintain security system Make sure that server and client are renewed yearly basic Major Responsibility 2: Manage SharePoint server and site for sharing and collaboration Install and Maintain MS. SharePoint Server Design and update SharePoint sites Ensure users have the right permission to access each sites Manage files, directory and calendars Major Responsibility 3: Provide helpdesk technical support in solving end users IT problems Maintain Helpdesk system making sure all users have required knowledge and privileges to access and report problems. Maintain Help desk system up to date with respects to tasks assigned and accomplished. Provide technical supports to user on computer issues, basic network issues, (%) Time 20% 20% 30% Indicators The whole Hagar IT Infrastructure is secured and safe from outside technology threat. All computers connected to the Hagar network have antivirus installed and is updated with new updating virus definition User computer are scanned, and any found threats are disinfected Infected system are cleaned quickly New technology is introduced and implemented to our infrastructure All antivirus are licensed and in validity SharePoint (Lounge) is running and accessible 24/7. Lounge sites are updated and have the right permission for users Files, directory and calendar in SharePoint (Lounge) is organized Helpdesk is accessible to all users All assigned tasks are completed at pace Users everywhere using Hagar IT infrastructure get the support they need Page 2 of 5

3 internet and , security issues for both onsite, over phone or Skype, or remotely. Assign computer system and ensure that all users have smooth running IT system for their works. Support international users over Team Viewer, setting up VPN, Antivirus, Exchange , and yammer client. Make orientation for users of new hardware/software, peripheral devices, network sharing, data backups, and other system functions; refers complex issues to other staff as appropriate. Major Responsibility 4: Manage IT Asset Inventory from purchase to disposal Maintain accurate inventory of computer hardware, licensed software and components Ensure that all inventories are tagged and updated in the database Manage computer assignment to the right user with the right need Monitor and manage computer renewal list and propose upgrade schedule Deal with third-party service provider repairing computers and IT equipment Major Responsibility 5: Handle administrative and other functions for IT department Deal with vendors for quotation request of ICT equipment purchase Advise the team on technology purchase Keeping invoices and receipts of all technology purchases and services Ensure that all contracts (internet, DPLC, Antivirus, preferred suppliers etc.) are valid Handling hourly-charge IT services for Hagar Catering Perform other tasks to substitute in the absence of Network or IT Support technician. 15% 15% Users have a smooth running system suitable for their work Mail related issues are fixed Minor network problems are fixed New staffs are oriented with basic IT knowledge to perform their jobs. Keep the list up to date related to depose, new or upgrade All IT s assets are tagged and recorded in database Asset is assigned for users based on their job need. Old computer are renewed All assets are repaired Old users computers are renewed if having budget for it Broken equipment get repaired Best price for product get quoted Invoice and receipts are documented All contract are valid, and renewed on-time IT Service is delivered and charge is processed Other substitute functions are accomplished. 6. Work Environment: State where the position is based (office location) and/or travel is required for the position. This position is required to be based in the Hagar MO with frequent travel to projects. 7. Position Requirement: List down the degree/certificates, knowledge, experiences and personal attitudes are required and/or preferred. Or Education Associate degree in computer science or related field Bachelor degree in computer science or related field Page 3 of 5

4 Knowledge Experience Personal Attributes Knowledge of PC hardware and software Knowledge of Office application, internet, and Knowledge of IT security including (Antivirus, spam, hacker and firewall) Knowledge of WAN/LAN, Basic network setup and troubleshoot, Cabling, VPN and remote connection. Fluent in both written and spoken English Strong troubleshooting skills Self-motivated and strong self-learning capabilities Ability to anticipate and provide options and solutions to problems One year experience in software installing and computers, printers and other components maintenance One year experience in troubleshooting, technical support and logical problem solving One year experience in setup and maintain operation systems (such as MS. SharePoint, Anti-virus, ServiceDesk, etc) Two years experiences in complex IT security (Antivirus, Spam and Hacker protection, and Firewall) One year experience in network design and installation, WAN/LAN, VPN and remote connection. Commitment to Hagar s values, visions and missions Well integrated to the team work Honest and hard working Produce a good result under pressure situation Continuing self-paced and class-based technical training Ability and willingness to persevere and gain knowledge in all aspects of I.C.T 8. Signatures: Name: Signature: Date: Prepared by: Manager: Position Holder: 9. Core Competencies: Accountability: We take responsibility for using our resources efficiently, monitoring progress and for being accountable to our clients, our supporters, and partners. Collaboration: We build strong relationships that inspire trust, respect and effective communication. Creativity: We embrace innovation, change and new approaches to ensure continuous improvement. Learning: We pursue excellence by encouraging reflection, continuous learning and professional development. Quality: We aspire to high goals and strive for the highest quality outcomes and services. Page 4 of 5

5 10. Core Values: We choose servanthood: We take seriously God s call the last shall be first and commit to doing whatever it takes for as long as it takes for the last in this world. Our priority is people above money, structures, policies and self interest. No one is too small to do great things or too great to do small things. Servanthood defines our leadership and professional practice such that each individual in the Hagar community is treated with competence, grace, patience and dignity recognizing each person is an image bearer of God Himself. We choose courage: We take risk, defy the odds and challenge the realm of impossibility. We identify with the outcasts of society, pursue justice and commit to protect each individual at all costs. We have the courage to make ourselves vulnerable, to listen to our harshest critics and to walk in dark places. Not blind action, not loud rhetoric, not without accountability and not to put ourselves first. Our courage is informed by humility, defined by action and grounded in our faith in a trustworthy God. We choose relationships: We cultivate life giving relationships recognizing that lasting change is only possible through relationships that transform. We remain engaged in our own transformation and personal wellbeing, modelling the resilience we cultivate in others. We choose to celebrate the uniqueness of each individual and hold each accountable to the mission entrusted to us. We remain patient with setbacks, strengthened by feedback, willing to forgive, humble in conflict and challenged to demonstrate Christ s unconditional love to all. We choose innovation: We are disciplined, passionate and creative entrepreneurs seeking durable solutions to complex problems. Hagar nurtures a caring, stimulating and creative environment that encourages each person to reach their full potential. As competence must inform our passion, we are disciplined in our learning and acknowledge failure as critical to the innovative process. Remaining focused on our mission, we try new approaches, launch new enterprises, encourage creative expression, cultivate new relationships and set high standards for ourselves and partners. We choose integrity: We strive for consistency between our words, beliefs and the reality of the Hagar experience. Transparency, even in our failures, nurtures credibility and earning. We are consistently ethical in our professional and business practices. We keep our promises and honour those who speak the truth. Our accountability to our clients is as important as our accountability to donors, recognizing that Hagar s resources are entrusted to us for the service of others and require competent, effective and accountable stewardship. We choose excellence: We are committed to high quality results through disciplined attention to the unique journey of each individual. Excellence is not perfection but is the pursuit of competent service, a life of learning, an accountable attitude and a willingness to fail forward into the strength of experience. Excellence also requires the capacity to say no to opportunities that dilute our focus, compromise our mission, or undermine our wellbeing. We choose community: We are one organization with one mission that values the diversity of Hagar s people, cultures, programs and businesses. As our potential is only realized in unity we choose to reach beyond our roles and limitations to seek the success of others. We embrace our clients and stakeholders as full members of our community. Through partnerships with government, academia, private sector and other non-profits we reach beyond ourselves to collaborate with others. We choose respect over power, service over status, listening over being heard and a caring community where all can thrive. Page 5 of 5