The ICT Officer is part of Operations team within the country. The ICT Officer is responsible for providing technical assistance, troubleshooting, and support for hardware, software, and network-related issues within the organization. They ensure the smooth functioning of IT systems and deliver timely solutions to end-user problems. The job holder will lead the digitalisation agenda of the organisation and steer assets tracking, on-line transport booking platform, enhanced reporting and determine the ICT needs of the organisation.

Job Description

Technical Support

Respond to and resolve IT-related incidents and service requests in a timely manner to both Country office & field offices.

Give onsite support at both Country office and field location as and when need arises.

Provide first-line support for hardware, software, and networking issues.

Troubleshoot and diagnose problems with computers, printers, phones, and other IT equipment.

System Maintenance.

Ensure routine maintenance and updates of IT hardware and software.

Monitor and maintain computer systems, networks, and servers.

Assist in system upgrades, installations, and migrations as needed.

User Support and Training.

Provide training and support to end-users on IT systems and software applications.

Develop and maintain user guides, FAQs, and training materials

Documentation and Reporting.

Maintain accurate records of IT issues, resolutions, and system configurations.

Document recurring issues to identify trends and recommend improvements.

Prepare and submit regular reports on IT support activities and system performance.

Asset and Inventory Management.

Maintain an up-to-date inventory of IT equipment and software licenses.

Assist in procurement, verification, tagging and deployment of IT and other assets.

Assist in consolidating & maintaining an up-to date online assets register for the entire organisation

Network and Security Management.

Assist in monitoring network performance and connectivity.

Ensure systems and data security by applying appropriate policies and procedures.

Support in managing daily backups, share Point, antivirus software, TEAMS, and patch management.

Participate in the design, implementation, and maintenance of a disaster recovery plan for SNV Uganda.

Ensure implementation and maintenance of security measures to protect ICT systems and data from unauthorised access and threats.

Digitalization

Ensure that you guide the organization through digitalization agenda to ensure that digital platforms are operational

Ensure that the on-line transport booking platform is operationalized

Ensure that reporting platforms are all digitalized for enhanced monthly reporting including fleet running costs, invoicing, room & transport booking etc.

Ensure that you consult with Master Data Management (MDM), OTRS ticketing (invoicing system), SAP By Design, extract and prepare analytical reports as and when requested by your supervisor.

Identifying and implementing new technologies that can improve operations and increase efficiency.

Administration

Ensure that all assets including ICT equipment are valued and insured in a timely manner

Ensure that we have valid contracts for ICT and other related services like internet, Laptops, desktops.

Guide in the verification of ICT related goods and services provided by use of the relevant stores books

Ensure that all service providers are paid in a timely manner

Ensure that you take part in due diligence of new suppliers/ service providers & contract renewals

Collaborate with other departments to understand IT needs and requirements

Guide in the verification of ICT related goods and services provided by use of the relevant stores books

Ensure that all service providers are paid in a timely manner

Ensure that you take part in due diligence of new suppliers/ service providers & contract renewals

Collaborate with other departments to understand IT needs and requirements

Qualifications

Qualifications and Experience

Bachelor’s degree in information technology, Computer Science, or related field.

Relevant IT certifications (e.g., CompTIA A+, Microsoft, Cisco) are a plus.

2–3 years of experience in ICT support or a similar role.

Hands-on experience with troubleshooting hardware, software, and network issues.

Proficiency in Windows, or Linux operating systems.

Familiarity with IT ticketing systems and remote support tools.

Knowledge of basic networking concepts (LAN, WAN, VPN).

Understanding of cybersecurity practices and tools.

Strong problem-solving and analytical skills.

Excellent communication and interpersonal abilities.

Ability to prioritize and handle multiple tasks under pressure

Additional Information

Additional Requirement

Initiative: The ability to recognise and create opportunities and to act accordingly. Rather starting something than waiting passively for it to happen.

Accuracy: The ability to work accurately and diligently, with an eye for detail aimed at preventing mistakes.

Problem analysis: The ability to detect problems, recognise important information and link various data to trace potential causes and look for relevant details.

Adaptability: The ability to remain fully functional by adapting to changing circumstances (Environment, procedures, people)

Flexibility: The ability to change one’s behavioural style and / or views in order to achieve a set goal