Information Technology Officer

PURPOSE OF POSITION:
To support WVIV in establishing standards and strategic direction for the IT system of the organization in line with the WV Partnership Standards.
To assist the IT Manager in coordinating IT- related work and handling routine IT related issues in all the offices and projects
To maintain the effective functioning of the IT system that facilitates WVIV’s development activities.
To provide the Management of WV Vietnam with Information/Communication Technology related recommendations and suggestion supporting the organisation’s strategic objectives.
KEY RESPONSIBILITIES:
Service desk (40%)
• Responds to Level 2 support (Global Center IT) and works with Level 3 support vendors (e.g. Microsoft, IBM…).
• First point of contact and day-to-day technical support to end users, including access service.
• Minimized reoccurring issues.
• Adequate documentation and reports for follow up.
• Positive collaboration with vendors
• Identify and recommend solutions for trouble issues which affect multiple clients, including working with IT vendors. • Timely and effective solutions
• Ensure reports on IT processes and activities are done.
Technical support (30%)
• Install and perform minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.
• Ensure that all technical resources are available for meetings that include video conferencing.
• Monitor and communicate system status.
• Diagnose and resolve client workstation and mobile device hardware and software issues.
• Participate in deployment of new or upgrade information technology and infrastructure projects
Security (30%)
• Adhere to the integrity of controls, regulations and guidelines.
• Review operation processes to ensure consistent approval and compliance.
• Make recommendations and changes as appropriate.
Inventory Management
• Maintain IT inventory management for all IT equipment and/or software in accordance with company policy and procedures.
Service level management
• Monitor service-level objectives to ensure that requirements are met or exceeded.
• Collaborate in the development of service-level objectives and takes steps to meet or exceed targets.
• Follow up in a timely manner to ensure customer satisfaction.
Training
• Staff up-to-date on functionality and services being supported.
• Training needs assessment developed based on analysis of issue trends.
• Identifies customer training needs based on common problems.
• Train co-workers on new or existing functionality or services.
Documentation
• Create, modify and review documentation of issues resolutions.
• Develop and deliver documentation to ensure appropriate end-user support (eg. Video clips, e-learning...)
Communication/Consulting
• Communicate technical information to both technical and non-technical personnel.
• Alert team members about recurring problems.
Coaching/Mentoring
• Mentor less experienced staff in IT areas of expertise.

Knowledge, Skills, Abilities:
(The following knowledge, skills, and abilities may be acquired through a combination of formal schooling, self-education, prior experience, or on-the-job training.)
Education
• Bachelor’s Degree in Computer Science, Information Systems, or other related field or equivalent qualification background.
Knowledge & Skills
• Written and verbal communication in English.
• Commitment to working with and learning from the poor and marginalized people, especially children.
• Willingness to support the philosophy, purpose and values of WV in its work with the poor in Vietnam.
• Demonstrated knowledge of complex hardware and software products and problem solving / diagnostic skills.
• Ability to write up policies and guidelines
Experience
• In-depth experience in Windows; Microsoft ptoducts; Cloud-computing, Internet and Administering multi- serve multi- protocol (TCP/ IP & IPX); Windows NT local area network.
• At least 3 years of relevant technical and business work experience.

13th month salary

15 annual leave + 6 sick leave + 2 family leave

Premium Heath Care program

Cập nhật gần nhất lúc: 2021-02-19 21:30:02