IT Support Officer

Job Posting Organization:
The Norwegian Refugee Council (NRC) is a global humanitarian organization that assists individuals who have been forced to flee their homes due to conflict, persecution, or natural disasters. Established to provide aid and support in some of the world's most challenging environments, NRC operates in numerous countries, focusing on delivering high-quality assistance and advocating for the rights of refugees and internally displaced persons. The organization is committed to fostering a culture of professional growth, innovation, and diversity, equity, and inclusion among its employees. NRC emphasizes the importance of safeguarding and maintaining a respectful and safe environment for all individuals involved in its operations.

Job Overview:
The IT Support Officer position at NRC is designed to provide essential technical support and assistance to staff and users within the organization. This role involves adhering to NRC policies and guidelines while ensuring that all IT-related issues are addressed promptly and effectively. The IT Support Officer will be responsible for maintaining the Asset Registry, which tracks all ICT and Non-ICT equipment, and will prepare and release ICT resources to authorized users. The position requires a proactive approach to diagnosing and resolving hardware, software, and connectivity problems, as well as providing help desk support to all users. The IT Support Officer will also be tasked with scheduling regular maintenance for computer systems and ensuring that internet connectivity is established for staff and visitors. This role is crucial in maintaining the operational efficiency of NRC's IT infrastructure and supporting the overall mission of the organization.

Duties and Responsibilities:

• Adhere to NRC policies, tools, handbooks, and guidelines in all aspects of work.
• Prepare and develop status reports as required by management to keep them informed of IT operations.
• Ensure proper filing and documentation of all IT-related documents and reports.
• Provide help desk support to all users on IT issues, ensuring timely resolution of problems.
• Maintain the existing Asset Registry to track all ICT and Non-ICT equipment accurately.
• Prepare and release ICT resources to authorized users as approved by management.
• Diagnose and resolve hardware, software, or connectivity problems efficiently.
• Provide support to office staff upon request in the use of systems and applications, ensuring they can perform their tasks effectively.
• Schedule regular computer-related service and maintenance to prevent downtime. 1
• Set up internet connectivity for all staff and visitors, ensuring seamless access to online resources. 1
• Perform other duties as required or as requested by the line manager, demonstrating flexibility and adaptability in the role.

Required Qualifications:

• A Bachelor’s degree in Information Technology or a related field is required.
• A minimum of 2 years of relevant work experience in IT support or a similar role is essential.
• Proficiency in providing user support for typical office ICT, especially in LAN/WAN/VSAT/Wireless technologies, Cisco switches, and routers.
• Strong communication and interpersonal skills to effectively interact with users and team members.
• Ability to stay updated with modern technology trends and align them with internal needs.
• Cultural awareness and sensitivity to work in diverse environments.
• Strong analytical and troubleshooting skills to support and implement technical solutions at all levels.
• Ability to work independently and collaboratively as part of a team, demonstrating initiative and responsibility.

Educational Background:
Candidates must possess a Bachelor’s degree in Information Technology or a related field. A diploma in a relevant area may also be considered, provided the candidate has sufficient experience in IT support roles. The educational background should equip the candidate with a solid understanding of IT principles and practices, as well as the ability to apply this knowledge in a practical setting.

Experience:
The ideal candidate should have a minimum of 2 years of relevant work experience in IT functions, particularly in networking, software, and hardware maintenance. Experience in providing user support and troubleshooting technical issues is crucial for success in this role. Documented results related to the position’s responsibilities will be an advantage, showcasing the candidate's ability to deliver effective IT solutions.

Languages:
Fluency in English is mandatory for this position, as it is the primary language of communication within the organization. Additional language skills may be considered an asset, particularly if they are relevant to the regions where NRC operates, enhancing communication with local staff and beneficiaries.

Additional Notes:
This position is full-time and may involve working in challenging environments where NRC operates. The organization is committed to recruiting internationally, ensuring a diverse workforce that reflects the communities it serves. Compensation and benefits will be provided in accordance with NRC's policies, and the organization emphasizes a supportive culture that encourages professional development and open dialogue with management.