Information, Communication and Technology Community Customer Support Officer/ Chargé(e) d’Appui en Renforcement des Compétences Communautaires dans les Technologies d’Information et de Communication at World Vision

With 75 years of experience, our focus is on helping the most vulnerable children overcome poverty and experience fullness of life. We help children of all backgrounds, even in the most dangerous places, inspired by our Christian faith.

Come join our 33,000+ staff working in nearly 100 countries and share the joy of transforming vulnerable children’s life stories!

Key Responsibilities:

Purpose of the position:

The ICT and Community Customer support Officer is responsible to deliver the best digital workplace experience to trainees in the ICT Training Center based in Muyinga refugee camp. S/he is responsible for ICT capacity building, hardware support including desktops, Printers, Photocopiers, Video Cameras, Mixers and Projectors, Software support, IT applications support and innovations to enable refugee youths to grow in an environment where technology makes the difference.  The incumbent serves as a Trainer for end users, providing guidance, technical support, communications in ensuring the refugee camp technology is supported effectively. S/He will be responsible to diagnose and resolve problems, and if necessary, escalating the problem to the appropriate level of expertise. The ICT Officer works closely with the IT team to continually improve the digital dexterity of refugee youths, and in turn, grow their technical savviness in usage of IT solutions in their daily usage.

1. Customer trainer and documentation

• Provide day-to-day training to the refugee youths on desktop applications.
• Provide training on communications tools, videography and multimedia.
• Documentation of the desktop applications usage.
• Train refugee youths on the use of printers, photocopiers, video and photo cameras, Mixer.
• Interacts with trainees in a courteous and professional manner.
• Collaborates in the development of service-level objectives and takes steps to meet or exceed targets.
• Explains service procedures to clients.
• Provides responsive support for problems found during normal working hours as well as outside normal working hours.

2. Client Technology and Technical Support

• Participates in deployment of new or upgrade information technology and infrastructure projects, including assisting co-workers.
• Install and perform support of all the business applications.
• Install and performs repairs to hardware, software, and peripheral equipment, while adhering to vendor specifications and best practices.
• Configures and installs all new client equipment such as desktop PCs, peripheral equipment, laptops, printers, projectors, mixer, video and photo cameras.
• Follows established procedures for performing configuration changes, updates and upgrades.
• Provides technical support to meetings and workshop that involve technology (Zoom, projection screens, Video conferencing, …).
• Creates temporary solutions until permanent solutions can be implemented.
• Ensuring timely delivery of Preventive and Corrective Maintenance to the ICT assets in the center.

3. Inventory management

• Maintains IT inventory management for all IT equipment and/or software
• Manage the inventory of IT Asset equipment from acquisition to disposal to ensure movement, withdrawal are well managed and monitored.
• Ensure reporting and reconciliation of the IT asset with UNHCR is well performed.
• Validate specification of all ICT equipment before store acceptance at the point of Supplier delivery and update the inventory system.
• Ensure all assets are registered and reception/discharge notes are kept in a safe way
• Ensure up to date inventory at all times.
• Track all assets movement with proper documentation

4. Client Solutions Support, Training, Learning & Development

• Participate and support the deployment of IT solutions.
• Provide technical support on solutions and tools in the center
• Lead the process of conducting training needs assessment
• Provides documentation, training, and guidance for trainees.
• Establish training content (documents/video/audio) and facilitates onsite training for all deployed client solutions.

5. Vendor Management

• Supervise on site preventative maintenance of infrastructure 
• Ensure Support and maintenance Vendor’s contracts and SLAs are in place and adhered to.
• Evaluates vendor solutions to ensure compliance with requirements and cost-effectiveness at the digital workplace.
• Engages the hardware vendors on raised issues or escalates for support including warranty support. 

6. Trainees Enrolment & Training Certification

• Preparation of adverts for trainee’s recruitment
• Shortlisting the candidates for training
• Dispatch trainees in groups
• Conduct monthly evaluation on trainee capacity
• Conduct final evaluation for trainees to confirm those ready to be certified
• Design the Certificate in accordance with UNHCR
• Ensure certificates are signed as per the mandate and issued to trainees

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