Job Description

The IT Associate is responsible for providing service desk support to 200+ users, and maintaining the network and server infrastructure. The nature of this work requires an individual who is service-oriented, organized, and who can interact with diverse end-users and technical staff, prioritize tasks, and resolve technical issues. The position report to the Senior IT Officer.

Responsibilities:

User Support

• Provide technology L1 support to staff.

• Install and manage software, including updates and license compliance.

• Remedy all issues relating to malware.

• Verify that Microsoft Windows and Software Updates are installed regularly.

• Maintain computers including the replacement of parts.

• Manage & update the Jhpiego Intranet portal.

• Experience supporting desktops, laptops, and mobile devices.

• Remote support to India branch offices.

• Operating support for MAC, Ubuntu, and Windows platforms.

• Configuring & troubleshooting MS Outlook 2010/13/16/19/office 365.

• Preventive maintenance and report sharing with IT Manager.

Network

• Maintain network equipment including all switches, wireless access points, and Firewall(s).

• Configure and maintain servers.

• Monitor and run diagnostics to ensure that all systems are running smoothly.

• Maintain network devices including printers and All-in-One Copiers.

• Maintain and regularly test power backup systems (e.g., generators, UPSs, battery arrays).

• Provide technical specifications to users across offices in terms of IT procurements.

• Handling Avaya IP phones in the office.

Backup

• Institute and maintain a rigorous and regular backup system for all end-user computers and servers in the office, ensuring that all computers are backed up at all times.

• Implement disaster recovery in alignment with Jhpiego business needs and HQ-Baltimore ISTS process and procedures.

Compliance

• Communicate regularly with the Global IT team to ensure that the Country Office is following Jhpiego IT regulations and best practices.

• Maintain system and configuration change documentation.

• Follow Jhpiego IT Service Management processes (JIRA)

• Maintain inventory of IT hardware and software.

Any other tasks assigned by the supervisor.

Server and Data Center

• Should have the experience to handle the complete IT infrastructure of an organization including hardware (Laptop, desktops, tablets, servers, printers, etc.), applications, security (gateway, endpoints), power/UPS management, VPN, NAS, SAN, Service desk and vendor/partner coordination.

• Responsible for maintenance of all IT hardware and software inventory including UPS, Servers, firewall, and other IT assets.

• Understanding of switches, firewalls (preferably SonicWall), access policies, and usage of reporting utilities present in the network and server operating systems

Abilities/ Skills:

.

• Maintain system and configuration change documentation.

• Highly developed troubleshooting skills and processes.

• Ability to explain technical issues to a non-technical audience.

• Ability to multitask.

• Good interpersonal skills

• Ability to work independently and as part of a team.

• Commitment to Jhpiego’s vision, mission, and objectives.

• Ability to travel within the country and abroad as required.

Eligibility Criteria

Qualifications/Knowledge and Experience:

• A Bachelor’s degree in Informatics/Computer Science or equivalent knowledge and skills

• At least 4+ years’ experience in a similar role.

• ITIL Foundation Certificate in IT Service Management.

• Preferably MCSE, MCTS, and CCNA certifications.

• Experience with Microsoft Windows Server 2008/2012/2016/2019, Active Directory, TCP/IP, and Internet connectivity.

• Basic knowledge of Office 365, MS Azure, Azure AD), Mac OS, Linux, My SQL DB, Ubuntu, and SharePoint will be an advantage for this position.

• Experience with server hardware from major vendors.

• Sound knowledge of cabling and wiring standards, network technologies such as DHCP, DNS, and PPP, wireless technologies, network protocols & LAN\WAN topologies (includes Ethernet, Remote Access, TCP/IP, and VPN Routing Protocols).

Jhpiego offers a highly dynamic and enabling work environment and provides competitive compensation based on experience and background. Interested candidates should submit their applications at jhpiegoindiahr@jhpiego.org with a covering note.

Due to the high volume of applications, only shortlisted applicants will receive a response from Jhpiego HR.

Desired Candidate Profile

Graduation - B.Tech/B.E

Organization Details

• Organization Name:Jhpiego
• About Organization:Jhpiego is an international non-profit health organisation that works to prevent the needless deaths of women and their families. Source www.ngo.india.gov.in