Company Description

SNV is a mission-driven global development partner, rooted in the contexts and societies where we work. Inspired by the transformational principles and objectives set out by the SDGs, we are committed to building resilient agri-food systems that deliver food security and adequate nutrition; increasing the reliability and availability of water and sanitation at an acceptable quantity and quality; and to improving access to affordable and sustainable energy for all. In doing so, we aim to strengthen institutions, markets and effective governance within and across the agri-food, energy, and water sectors, reducing gender inequalities and barriers to social inclusion, and enabling adaptation and mitigation to the climate and biodiversity crises.

We are one team of over 1,600 people, the vast majority of whom come from the contexts where we work, in more than 20 countries in Africa and Asia. In Uganda, SNV operates through a decentralised approach with a country office in Kampala and regional offices in Fort Portal, Lira, Jinja and Rukungiri. SNV implements donor-funded activities across more than 100 districts in Uganda, ensuring a broad and diverse impact.

Our core values of people-centeredness and respect, equity and equality, and diversity and inclusion, are fundamental to who we are, and what we do. This is reflected in our vision, mission, and strategy, which sets out our aspirations and commitments as our compass towards 2030. For more information on our operations in Uganda and SNV visit our website: www.snv.org.

Context and purpose of the job

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.