SNV

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.

Job Description

Technical Support

• 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.

System Maintenance.

• 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.

User Support and Training.

• Provide training and support to end-users on IT systems and software applications.
• Develop and maintain user guides, FAQs, and training materials

Documentation and Reporting.

• 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.

Asset and Inventory Management.

• 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

Network and Security Management.

• 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.

Digitalization

• 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.

Administration

• 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

Qualifications

Qualifications and Experience

• 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

Additional Information

Additional Requirement

• 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

• 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

• 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
• Accuracy
• Problem analysis
• Adaptability
• Flexibility

• 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