ICT Officer
SNV
About SNV
SNV is a global development partner, deeply rooted in the countries where we operate. We are driven by a vision of a better world:
A world where across every society all people live with dignity and have equitable opportunities to thrive sustainably.
To make this vision a reality, we need transformations in vital agri-food, energy, and water systems. SNV contributes by strengthening capacities and catalysing partnerships in these sectors. We help strengthen institutions and effective governance, reduce gender inequalities and barriers to social inclusion, and enable adaptation and mitigation to the climate and biodiversity crises.
Building on 60 years of experience we support our partners with our technical and process expertise and methodological rigour. We do this in more than 20 countries in Africa and Asia with a team of approximately 1,600 colleagues. By being adaptable and tailoring our approaches to these different contexts, we can contribute to impact at scale, resulting in more equitable lives for all.
Job Description
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.
Responsibilities
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.
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.
Provide training and support to end-users on IT systems and software applications.
Develop and maintain user guides, FAQs, and training materials
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.
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
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.
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.
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
Requirements
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
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