IT and Knowledge Management Assistant

IT and Knowledge Management Assistant

Location: Kathmandu, Nepal
Position Status: Full Time, Regular

About Mercy Corps
Mercy Corps is a leading global organization powered by the belief that a better world is possible. In disaster, in hardship, in more than 40 countries around the world, we partner to put bold solutions into action — helping people triumph over adversity and build stronger communities from within. Now, and for the future Mercy Corps has been operating in Nepal since 2005, implementing programs in food security, agriculture, market development, financial services, youth engagement, climate change adaptation and disaster risk reduction. We take a system-based approach in our programming, with the aim of improving the life and potential of vulnerable individuals and communities across Nepal.

Program / Department Summary
The Operations department is committed to implementing and maintaining the highest standards of efficiency and integrity in daily administration, logistics, procurement, asset management and IT for field offices in Nepal. The overriding objective for all Mercy Corps operations activities are the prompt and effective provision of on-time solutions Mercy Corps’ beneficiary populations in compliance with Mercy Corps’ and donor policies, procedures, regulations and specifications.

General Position Summary
The IT and Knowledge Management Assistant will work under the supervision of the Head of Operations. He /She should closely coordinate with the Regional IT Manager and be responsible to maintain the existing ICT systems in Mercy Corps Nepal offices and ensure the proper functioning of equipment and network to meet office needs and demands.

Description

Essential Job Responsibilities
The specific duties and responsibilities of the IT and Knowledge Management Assistant include, but are not limited to, the following:

SYSTEM/NETWORK AND INTERNET MANAGEMENT

System/Network and Internet Management (Technical Support)

• Oversee and maintain the existing IT infrastructure, including LAN & Wireless-LAN with Cisco Meraki network appliances, NAS, workstations, Laptops, UPS backup system, Solar Power Backup System, PABX, CC Cameras, Conference Systems.
• Ensure the security of all systems through firewall, anti-malware, and encryption security for Wireless-LAN.
• Monitor Cisco Meraki equipment and coordinate a mitigation process for security incidents that is safe, traceable and accountable. Coordinate with the Regional IT System Administrator to address serious security incidents or issues that require high-level decisions.
• Provide and support information system components (like software applications, hardware, inter/intranet, web portals/content management systems, SharePoint/ Microsoft 365 and OneDrive for Business) used in Mercy Corps offices.
• Ensure ICT hardware is properly installed, and their routine maintenance is carried; event tracking and monitoring are in place according to the global information System standards.
• Coordinates IT procurements (hardware, software, and services) to ensure effective deployment of solutions aligned with user needs.
• Ensure the operation of internal office network (Intranet), Internet, server systems, routers, access points, network switches and all in-house network peripherals.
• Ensure operability of network connectivity in offices including those in the districts where required.
• Regularly monitor the system performances and report to the upper level as required.
• Apply security fixes, patch, and ensure systems are up to date.
• Follow global guidance on organizing and storing data for secure backups.
• Configuration and installation of Windows and Linux servers.
• Support the team members to synchronize local data from workstations and servers to Google MY Drive & Google Team Drive.
• Maintain solutions to minimize the risk of computers and systems from being infected and/or exposed to viruses or other harmful applications.

HELP DESK SUPPORT

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, hardware, and networking. Respond to queries either in person, over the phone or by email.
• Troubleshoot and solve problems of software, hardware and networking issues for PCs, laptops and printers.
• Oversee repair of computers and IT equipment at local level, when possible-facilitate and advise on best, safest and most economic solutions in consultation with the Head of Operation.
• Undertake the responsibility for smooth functioning of internet services in all offices. Interact with ISP for day- to-day internet issues related to services, connectivity, slow bandwidth, relocation, subscriptions etc.
• Reset and install Windows OS on PCs & install all standard software and applications.
• Ensure anti-virus programs are installed and configured according to standard and updated regularly.
• Ensure licensed software is used only and the systems are free from pirated software after Coordinating with Regional IT System Administrator.
• Enroll endpoints to Global Device Management System (Microsoft Intune). Retire endpoints from the MDM system.
• Oversee selection of IT equipment and accessories required for the smooth functioning of the IT system.
• Advise Procurement and Logistics Department on the purchasing of IT equipment.
• Oversee the Mercy Corps Nepal website.
• Support the Program, Operations, HR and Finance team on different knowledge management activities. i.e. discovering valuable knowledge, identifying, structuring, analyzing and sharing with Mercy Corps staff.
• Provide support to communications focal persons on MCN’s website management and information sharing through social sites.

OTHERS

• Read and understand the Mercy Corps ICT System Policy on appropriate use. Orient staff on appropriate use and monitor use activities to ensure adherence to these policies.
• Ensure responsible use and confidentiality of any information identified as sensitive.
• Support and orient on MC Code of Ethics and uphold Mercy Corps Zero tolerance of corruption policy.
• Maintain proper documentation of all IT equipment including software licenses, system profiles, warranties etc.

ORGANIZATIONAL LEARNING
As part of our commitment to organizational learning and in support of our understanding that learning organizations are more effective, efficient and relevant to the communities they serve, we expect all team members to commit 5% of their time to learning activities that benefit Mercy Corps as well as themselves.

SECURITY
Ensure compliance with security procedures and policies as determined by country leadership.
Proactively ensure that team members operate in a secure environment and are aware of policies.

ACCOUNTABILITY TO BENEFICIARIES

Mercy Corps team members are expected to support all efforts toward accountability, specifically to our beneficiaries & to international standards guiding international relief & development work, while actively engaging beneficiary communities as equal partners in the design, monitoring & evaluation of our field projects.

Supervisory Responsibility: None
Accountability:
Reports Directly to: Head of Operations
Works Directly with: Mercy Corps Nepal team and Regional IT Manager.

Knowledge and Experience:

• Bachelor’s or equivalent in Degree in IT / Computer Science / Computer Engineering. CCNA & MCSE courses desired or equivalent experience.
• At least 1-2 years of equivalent technical work experience as an IT professional.
• Experience in both hardware and software requirements in local area networking (LAN), Wireless Area Network; configuration of internal email systems is required. Knowledge of web designing will be a plus.
• Exclusive knowledge of internet, proxy, pop mail, FTP Server, and TCPIP settings, Proxy Servers, Firewall (hardware & software) configuration, database management, Linux and windows-based servers and applications is required.
• Experience for upright maintenance of all internet accounts, Logins and account status both web and outlook based.
• The ability to troubleshoot, plan and design low maintenance systems is a must.
• The ability to trouble-shoot and maintain both wireless and cable connections is required.
• Must understand, follow and implement existing policies on IT equipment use and best practices.
• Previous experience in inventory management.
• Demonstrated attention to detail, ability to follow procedures, meet deadlines and work independently and cooperatively with team members.
• Proven ability to solve problems independently without direct supervision.

Diversity, Equity & Inclusion
Achieving our mission begins with how we build our team and work together. Through our commitment to enriching our organization with people of different origins, beliefs, backgrounds, and ways of thinking, we are better able to leverage the collective power of our teams and solve the world’s most complex challenges. We strive for a culture of trust and respect, where everyone contributes their perspectives and authentic selves, reaches their potential as individuals and teams, and collaborates to do the best work of their lives. We recognize that diversity and inclusion is a journey, and we are committed to learning, listening and evolving to become more diverse, equitable and inclusive than we are today.

Equal Employment Opportunity
We are committed to providing an environment of respect and psychological safety where equal employment opportunities are available to all. We do not engage in or tolerate discrimination on the basis of race, color, gender identity, gender expression, religion, age, sexual orientation, national or ethnic origin, disability (including HIV/AIDS status), marital status, military veteran status or any other protected group in the locations where we work.

Safeguarding & Ethics
Mercy Corps team members are expected to support all efforts toward accountability, specifically to our stakeholders and to international standards guiding international relief and development work, while actively engaging communities as equal partners in the design, monitoring and evaluation of our field projects. Team members are expected to conduct themselves in a professional manner and respect local laws, customs and MC’s policies, procedures, and values at all times and in all in-country venues.

Success Factors:
The successful IT Systems Administrator should ensure efficient functioning of IT infrastructure in MC Kathmandu and Field offices. S/he should ensure staff are trained on use equipment and internet as per the desired standards set forth by the organization. IT Systems Administrator in close coordination with the Head of Operations and Regional IT Systems Administrator should identify IT needs and suggest solutions. S/he should ensure all technical, administrative and management systems and standards agreed by the agency are being adhered to. S/he should have the ability to work simultaneously on multiple tasks. S/he would have a demonstrated ability to lead and communicate effectively with team members of varied work styles and cultures, follow procedures, and meet deadlines with flexibility and creativity in planning and problem solving. S/he should have the ability to work simultaneously on multiple tasks. The most successful Mercy Corps staff members have a strong commitment to teamwork and accountability, thrive in evolving and changing environments and make effective written and verbal communication a priority in all situations.