Responsibilities: IT Support - Provide Level 2 Support 

• Guide the IT team (or Service Desk) to resolve Level 1 issues.
• Resolve or escalate Level 2 and Level 3 issues to appropriate internal or external resources (regional/global IT, management, and vendor) as necessary.
• Diagnose hardware and software faults by questioning clients patiently about a problem and explaining the procedures to them.
• Represent the IRC with the contracted telecommunication companies and be the main focal point and the account manager for all IRC accounts with these companies.
• Be the technical reference for any ICT procurement in the CP offices, Jordan, and Syria fields. 

Installation and Configuration: 

Instruct, guide, and supervise the IT team to ensure proper installation and configuration of: 

• Servers, Windows server operating system, Domain, and essential network services.   
• Desktop/laptop hardware and software, and peripherals
• IRC standard system image, Windows 7 operating system, Microsoft Office, and Outlook
• Local Area Network, wireless network, Layer 7 devices, Firewalls, network storage, essential network services, peer-to-peer or client-server architecture, as appropriate.
• Plan/Implement/Manage IT infrastructure/systems standards. 

Maintenance, Repair, and Security 

Train and supervise the IT team to: 

• Perform preventative maintenance on all IRC computers and network resources.
• Develop appropriate protocols for regular maintenance of all IRC laptops, desktop computers, photocopiers, printers, and other IT communication-related equipment.
• Implement and manage backup solutions for office/individual users as per IRC IT recommendations and provide the necessary training on the use of these backup solutions.
• Update appropriate network security and data loss prevention procedures to safeguard system from physical harm, viruses, unauthorized users, and damage to data.
• Create and maintain network documentation to include, but not limited to, IP address, system access, upgrades, and changes to the original network, etc.
• Closely collaborate with Regional and HQ IT teams on helpdesk, connectivity, and other in-country and global IRC IT projects.
• Investigate local Internet connectivity options to connect CP offices through VPNs and obtain adequate bandwidth for Intranet and application connectivity.
• Any other IT-related tasks assigned by the supervisor or Regional/HQ IT teams to accomplish the overall organizational goals. 

Training, Evaluation and Testing 

• Develop and implement regular user and support staff training, including training on basic care and maintenance of computers and equipment for users.   
• Test and evaluate new technology as required by Regional and HQ IT.
• Advise office management of the technology available to help accomplish their tasks and goals, and help them develop a technology implementation plan, inclusive of system design and staff training.   

Prepare and submit regular, quarterly, and trip reports that provide sufficient detail for Regional/HQ teams to understand the country office’s computer environment, needs, IT staff availability and skill levels, and future plans.  

IT Asset Management 

•            Perform annual IT Audit for SYR offices as directed by Regional/Global IT. 

•            Create and maintain IRC computer software/hardware inventory ensuring accuracy.

•            Maintain an updated IT Asset Registry, including software & licenses. 

•            Identify through tender process, as per standard IRC policies and procedures, local supply chain for IRC IT requirements.

Staff Performance Management, Learning & Development:

• Hire, supervise, and build the capacity of team members in relevant technical and management competencies.

• Develop and implement remote management capacity-building approaches to build the strengths of the teams in Syria. 

• Coach, train, supervise, and mentor direct-report staff, including communicating clear expectations, setting annual performance objectives, providing regular and timely positive and constructive performance feedback, and providing documented semi-annual performance reviews.

• Maintain open and professional relations with team members, promoting a strong team spirit and providing oversight and guidance to enable staff to successfully perform in their positions.

• Approve and manage time, attendance and leave requests to ensure adequate departmental coverage; ensure monthly, accurate timesheet submission and carry out probationary reviews.

• Hold high-quality meetings with each direct report on a regular and predictable basis, minimally on a monthly basis.

• Provide a measurable development plan including on-the-job learning with the aim of strengthening technical capacity, exchanging knowledge within the team and providing guidance on career paths. 

• As required, identify staff performance issues and work with Human Resources to document and address these in accordance with the National Staff Employment Policies.

• Maintain open and professional relations with team members, promoting a strong team spirit and providing oversight and guidance to enable staff to successfully perform in their positions.

• Promote and monitor staff care and well-being. Model healthy work-life balance practices. Support appropriate interventions in response to identified staff care needs of both national and international staff.

• Look for opportunities to support staff in their career growth, where appropriate. 

Adhere to and act in accordance with the IRC Global HR Policies and Procedures and communicate through word and example a high standard of compliance with all applicable policies and regulations