JOB OPPORTUNITY

BRAC is the world’s largest, and leading development organization dedicated to poverty alleviation and empowerment of the poor. Initiated in Bangladesh in 1972, BRAC now operates in 11 countries across Asia, Africa. To counter poverty and promote social empowerment, BRAC strategically integrates development programs in microfinance, agriculture, health, education, human rights and legal aid, community empowerment and more.

BRAC Rwanda Microfinance Company PLC is registered with Rwanda Development Board in September 2018 and was approved license from National Bank of Rwanda to operate Microfinance and other financial services in Rwanda. BRAC Rwanda is looking for competent, dynamic and self-motivated Rwandans to fill the following regular position.

Position: IT Officer

Job location: BRAC Rwanda Country Office

Reporting to: IT Manager

Purpose

The IT Officer will provide fast and useful technical assistance on computer systems and Network. He/She will answer queries on basic technical issues and offer advice to solve them.

An excellent IT Officer must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution.

Major Duties and Responsibilities: 

• Provide an efficient single point of customer contact with IT department regarding incidents and service requests through the available communication channels (phone, email, service desk tools).
• Deliver first line ICT support services such as password resets, user accounts locking / unlocking, and general inquiries.
• Respond to system alerts and check monitoring tools for support interventions
• Prepare and process incident and change reports, among others
• Ensure that all reported or identified incidents and service requests are logged into the JIRA service desk tool, well categorized, prioritized and assigned to the appropriate internal or external technical support person.
• Escalate where appropriate, to other relevant stakeholders of high impact incidents and follow through to complete resolution of such incidents
• Solicit feedback and issue resolution progress from technical teams and provide regular updates to users regarding incidents and service requests.
• Ensure all relevant service desk processes and procedures are up to date, identifying process improvements where possible.
• Analyze trends, investigate recurring incidents, evaluate and produce documented resolutions, in order to prevent future problems which ultimately impact on BRAC front-line service delivery.
• Undertake all end-of-day processes to ensure timely start of operations the next day

Other responsibilities 

• Develop and maintain own knowledge, expertise, and professionalism.
• Keep abreast of current developments in microfinance and IT industry.

• Remain current with organization’s technological requirements and new developments in the industry.
• Meet personal training and development needs through relevant professional and commercial training and networking.
• Capable of performing overnight shifts if required

Safeguarding Responsibilities:

• Ensure the safety of team members from any harm, abuse, neglect, harassment and exploitation to achieve the programme’s goals on safeguarding implementation. Act as a key source of support, guidance and expertise on safeguarding for establishing a safe working environment.
• Practice, promote and endorse the issues of safeguarding policy among team members and ensure the implementation of safeguarding standards in every course of action.
• Follow the safeguarding reporting procedure in case any reportable incident takes place, encourage others to do so.

Knowledge, Skills & Competencies:

• Good knowledge of TCPIP communication protocol
• Wide knowledge of and advanced skills in computer hardware and software programs of diverse functionality. Including but not limited to, communications systems, desktop applications, and network administration programs.
• Exceptional ability to provide technical support and resolve queries.
• Ability to determine IT needs and train end-users.
• Proficiency in IT helpdesk software, such as JIRA or any other.
• Experience in documenting processes and monitoring performance metrics.
• Moderate knowledge of database maintenance and system security.
• Ability to keep up with technical innovation and trends in IT support
• Exceptional interpersonal and communication skills.
• Able and willing to solve complex analytical challenges, independently analyze information; and make recommendations based on analysis.
• Self-motivated team player with the ability to adapt and work co-operatively and effectively in different situations and teams to carry out assigned tasks.
• Disposition to share knowledge fully and willingly with other employees in the interest of the organization.
• Commitment to the BRAC International mission, core values the ability to incorporate the mission and values in the workplace.
• Must be proficient in written and spoken English.

Educational Qualifications and experience 

• Bachelors’ Degree in Computer Science or IT, Computer Science related field from recognized university with 3-5 years of experience as an IT Officer.

• Professional certifications such as CompTIA A+, ITIL, CCNA or CCNP is an added advantage.
• Basic knowledge in SQL Database script development

Please note that only short listed candidates will be called for interview. 

Application deadline: 17th/6/2022 at 16hrs.