ICT Supervisor at Medecins Sans Frontieres (MSF)

Main Purpose

Executing the maintenance, follow-up, and monitoring of all IT and Telecom equipment, tools, and services, as well as ensuring onsite technical support and training of users under his/her responsibility in accordance with MSF standards, policies, protocols, and procedures, in order to guarantee the efficient use of all IT and Telecom services and infrastructure

Responsibilities

• Monitoring, maintaining, and following up on all Information Technology (IT) and Telecom equipment, tools, and services in the mission, in accordance with MSF standards, policies, protocols, and procedures
• Supervising, implementing, and improving data security protocols (data saving, firewall, user access rights, backup, security for equipment and software, etc.) to ensure data security, availability, and immediate operational recovery and continuity in case of emergency
• Providing technical support and presenting MSF standards, policies, protocols, and procedures to all users. Providing advanced technical support to logistics experts dealing with IT and Telecom systems. When needed, liaising with the Information Systems (IS) Specialist and/or HQ Technical Referent for second-line support, as well as with external providers, to ensure incidents or problems that cannot be solved at his/her level are appropriately escalated
• Providing educational support (briefing, training, and support, etc.) to all users. Providing advanced educational support (briefing, training, and support, etc.) to logistics experts dealing with IT and Telecom systems
• Providing regular activity reports for the sites under his/her responsibility in accordance with MSF guidelines. Updating and archiving all user and ICT (Information and Communications Technology) related documentation due to changes in the IT and Telecom infrastructures
• Participating in the establishment of the annual budget of the IT and Telecom families. Providing technical expertise in the local purchase process
• Planning, preparing, and reporting visits to the site(s) under his/her responsibility to ensure the preceding responsibilities are achieved
• Performing any other task specific to his/her area of specialty, as defined in the job description and according to the line manager
• Daily follow-up with ICT technical issues in the project and ensuring proper job requests/work orders are completed in MEMO
• Following the setup and running of the digital divide center for level 3 and below staff capacity building, training, and functioning as a hub for information sharing
• Providing technical support to the HB M&E team on ICT technicalities related to EMR, MoH universal data cloud systems, and representing MSF in technical discussions with EGPAF/MOH regarding upgrades
• Implementing and following up with MEMO periodic preventive maintenance plans for all HB project ICT equipment including laptops, tablets, phones, communication equipment, internet, and radio communication systems
• Providing proper Nastor drive management and ensuring staff conduct proper backup of operational files, clean unnecessary files, reorganize documents appropriately, and receive the required training on proper use of the Nastor drive
• Following up with the operationalization of the HB Radio/Com call center setup and periodic maintenance while liaising with the country ICT/Com Specialist
• Managing and administering the OCP Kenya SharePoint site by overseeing permissions, organizing document libraries, and providing user training to ensure effective collaboration and document management
• Managing the full lifecycle of IT and Telecom assets by maintaining accurate inventory records from reception to issuance, decommissioning, and disposal, ensuring accountability and efficient resource utilization

Qualifications & Requirements

• A Bachelor’s Degree or Diploma in Computer Science, Information Technology, or an equivalent qualification from a recognized institution
• At least two (2) years of experience in an IT support role, encompassing hardware, software, and network troubleshooting in a similar context
• Expertise in the latest versions of Microsoft Operating Systems and business applications. Hands-on experience with Microsoft 365, Windows 10/11, Teams, SharePoint, OneDrive, Intune, and Active Directory/Entra ID
• Good knowledge of computer hardware and maintenance processes, network theory and associated protocols, main email systems, IT security best practices, and IT Service Management tools (ITSM)
• Understanding of Server Management including the latest Microsoft Operating Systems, Active Directory, and virtualization technologies such as Hyper-V
• Understanding of radio telecommunication concepts including HF, VHF, GSM, and Satellite communication systems
• Strong teaching and support skills