Job Purpose

Under the supervision of the Country Support Services Manager, and support of the global technical support team provide IT-related services to the International Rice Research Institute (IRRI) Bangladesh Office (IBO) Dhaka and field offices. Plan, design, set up, and maintain IT infrastructure in the office, including the wireless network, telecom system, printer and scanner, audio/video conference system. Provide technical advice in the procurement of IT hardware and software when required. Install, troubleshoot, and maintain IT software. Provide training to end-users. Support the development of IBO IT policies in alignment with global IT policies.

This position will be based in Dhaka, Bangladesh Office and may only be filled by permanent citizens of the Bangladesh.

Roles and Responsibilities

• Plan, design, set up and maintain the IT Infrastructure in the IRRI Bangladesh Office (IBO)
• Plan and set the internet connectivity and coordinate with internet service providers

• Plan and designed IT cabling layout set up and maintenance of firewalls and wireless networks
• Development and maintenance of IT Infrastructure in IBO Dhaka and field offices
• Implementation and maintenance of Disaster Recovery System (DRS) for servers
• Implement and test software and hardware applications to ensure they are accurate, efficient, effective, and in line with the requirements of the stakeholders involved
• Troubleshoot, diagnose and resolve computer and network/connectivity problems

• Troubleshoot ERP (Enterprise Resource Planning System) related issues, and escalate for further steps
• Support the deployment of new software and systems to staff, including training, set-up and ongoing support.
• Create and manage email/system accounts for new staff, provide ITS orientation, allot appropriate hardware/software, and install new devices
• Process requests for procurement of IT hardware and software including compiling necessary documentation for purchasing, testing, and verifying specifications for new procurement and analyzing specification comparisons for IT types of equipment
• Monitor the work of service providers such as internet service, IT security, hardware services
• Support cyber security awareness programs in the IBO office (including training, and maintaining global IRRI data privacy and network security policies).
• Support system patch management, and cyber security administration to update systems, and maintain secure networks (e.g., installation of antivirus on computers, and updating systems as necessary).

• Liaise with vendors for IBO IT infrastructure requirements
• Ensure alignment with global IKS (IT Technical Support team) in policies, and activities
• Coordinate and set up remote meetings (Webex, Team, Skype, Hangout, and other video conferencing)
• Backup CCTV footage weekly
• Maintain IT asset reports in coordination with the Asset Management Team and Global IT/IKS Team
• Maintain the Access Control system for IBO

• Maintain a CCTV camera system and maintenance of the DVR for IBO
• Support the development of IT policies for IBO and ensure the ITS policy developed by Headquarters (HQ) is maintained
• Regularly liaise with HQ to ensure standardized ICT systems, policies, and procedures for IBO
• Provide IT Technical Support Services to the IRRI Bangladesh Office including field offices
• Provide support to project leaders on specific software and hardware requirements
• Provide end-user support on IT-related issues in Dhaka and satellite offices and escalate when necessary
• Provide end-user training on IT-related issues for IRRI staff

• Train users on satellite phones, drones, Access Control, Google Drive, and other software
• Raise staff awareness on proper use of IT systems, monitor and report user compliance to management
• Perform any other duties as assigned by supervisor from time to time

Qualifications

• Master’s degree in Computer Science, Information Systems (or related field), and 5 years of relevant work experience in managing IT networks, data/internet server management, and maintaining IT equipment

Skills Required

Mandatory

• Has good interpersonal and oral communication skills
• Has experience in network design, network security and programming
• Has experience in documentation and technical writing
• Has ERP knowledge

• Has proven problem solving skills
• Good analytical skills
• Good customer-service skills
• Good team player

Preferred

• Experience with the following software and hardware packages:

– Access control software

– Microsoft 365

– Microsoft Office Packages

– Jira Service Management / Jira Confluence, process automation (e.g., Microsoft Power Automate)

– PfSense

• Ability to present ideas and solutions in user-friendly language