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Senior Information & Communication Technology Co-ordinator

Job Title:                                Sr. ICT Coordinator

Location:                                Islamabad

Reporting Line:                     General Systems Manager  

Job Summary:          

To provide implementation, architectural, operational, on-going delivery and maintenance support for the organisations IT Systems and associated ICT infrastructure, and to respond to and resolve technical support requests from users in an efficient and effective manner consistent with achieving specified service levels that support all Organization Pakistan’s programming and assist in the development of these functions in our partner organisations.

Duties and Responsibilities

The position holder will undertake the following duties


  1. Working with users to formulate and document organizational requirements
  2. Identifying, investigating, and analyzing ICT processes, procedures and work practices
  3. Identifying and evaluating inefficiencies and recommending optimal ICT practices, and system functionality
  4. Using project management methodologies, principles and techniques to develop ICT implementation project plans and to cost, resource and manage ICT related implementations to projects
  5. Taking responsibility for deploying functional solutions, such as adopting and implementing system test plans, which ensure acceptable quality and integrity of the system
  6. Developing functional specifications for use by system application developers using data and process modelling techniques to create clear system specifications for the design, development and testing of systems, and monitoring & evaluation software.
  7. Acting as a central reference and information source, providing guidance and assistance in the ICT system implementation process.
  8. Ensuring the Information Systems or software meet the defined GDPR related aspects.


  1. Orienting the staff on the help desk system application & usage.
  2. Serve as the first point of contact for office staff seeking technical assistance over the phone or email for the issues relating to communication systems, internet devices, connectivity issues, support on various applications, internet/ /intranet issues.
  3. Perform remote troubleshooting through diagnostic techniques and pertinent questions
  4. Determine the best solution based on the issue and details provided by staff
  5. Walk the customer through the problem-solving process
  6. Direct unresolved issues to the next level of support personnel
  7. Provide accurate information on IT products or services
  8. Record events and problems and their resolution in logs
  9. Follow-up and update on staff’s support ticket’s  status and information
  10. Pass on any feedback or suggestions by staff to the appropriate internal team
  11. Identify and suggest possible improvements on procedures
  12. Provide input and support as agreed to meet the desired 24/7 support cover
  13. Any other IT related task as required by senior management such as liaising with Partners staff on their IT systems according to the Organization’s IT standards and policy.
  15. Respond to all support requests in a prompt, professional and courteous manner
  16. Acknowledge support calls, gather and log all relevant information through the issue resolution process
  17. Resolve issue through a process of analytical trouble shooting in line with supporting methodology (procedure, checklist) using appropriate systems and tools,  research and desk side visits.
  18. Provide technical support to user of communication systems, including Internet / Email, and satellite phones.


  1. Use technical expertise to undertake regular monitoring and maintenance work on the network seeking where possible to prevent faults occurring.
  2. Develop practical solutions to network operational problems whilst always considering the long term implications of actions.
  3. Escalate issues to Regional IT Advisor (where present), and to IT Department in Head Office, Dublin, where additional support is required.
  4. Maintain and support critical server systems and services on organizational basis.
  1. Planning, evaluation and design of Network Services such as: LAN, WAN, VPN, , SNMP, Printers, DHCP, Sat Phones
  2. Implementation and support of ICT infrastructure including
    1. Internet communication links and related hardware
    2. WAN and VPN site links and related hard ware
    3. Remote access infrastructure
    4. Server infrastructure (including UPS and network print services)
    5. Wireless LANs comprises of 802.11b & 802.11g standards.
  3. Build PCs and Servers in accordance with procedures and specifications by Dublin IT
  4.  Hands on experience in using CISCO Access Points, JUNIPER routers


  1. Provide a technically competent response to requests for maintenance and support of systems installed, rigorously identifying causes of problems when they occur, and using the standard Organization Helpdesk tracking system to keep records of all support requests and resolutions.
    1. Research and develop alternative and new uses of existing and emerging technology on an ongoing basis.
  2. Liaises with Internal Business Community, 3rd Party service providers (ISPs) and vendors to ensure required technical solutions meet business functional needs and are delivered in alignment with agreed SLAs
  1. Implement preventative maintenance programme in line with specified guidelines of IT regulations.
  1. Provide support and management assistance through the solutions delivery lifecycle.
  2. Escalating issues with the regional advisor and HQ level and coordinate through the life cycle of the issues

Field Office IT Focal/ general staff CAPACITY BUILDING & TRAINING SUPPORT

  1. Implement organisation’s standard IT policies and procedures to initiate and assist in capacity building activities of Organization and partner staff in IT. Monitor compliance and report breaches.
    1. Based on user feedback and feedback from level-1 help desk team on support issues encountered, devise mechanisms to improve training intervention and revisions.
  2. Assist with planning, design and delivery of user training
  1. Assist with planning and implementation of systems and service improvements for partners.
  2. Assist with the processes to identify investigate local services and services providers e.g. hardware purchase, support and local Internet connectivity options in new locations.
  3. Identify training requirements-both fresh and refresher at all level for various functionaries
  4. Prepare, review, design & disseminating training material through- interactive sessions, emails, user-friendly manuals, mock exercises.
  5. Prepare manuals using various audio-visual techniques for various staff members.
  6. Maintain a database of technical trainers to cover various gap areas for technical capacity of staff.
  7. Perform any other tasks related to IT capacity building, planning and implementation.


  1. Conducting training on various aspects relating to applications, networks and softwares for partner staff.
  2. Working with the Program Manager or supervisor to identify partner’s staff technical capacity needs.


  1. Support Organization Pakistan pages on CWW website according to the specified guidelines.
  2. Via HQ, update website on need basis for regarding news, reports, job postings, tendering, consultancy advertisements, etc.
  3. Strong grasp of the technical capabilities of websites is necessary, as is a flair for design and organising content in a usable format with respect to presentation e.g.  Navigation, scrolling, visual impact, usability, active content, colour scheme, fonts.
  4. Liaising with country HR, Admin/ Log, RAPID team for content related issues.
  5. Liaising with H.Q on issues relating to website content or on any technical aspects
  6. Facilitate the registration of website domain on need basis, and ensure the fixed domain name.
  7. Ensuring the domains names & Public IPs acquired by organizations are up and running and to facilitate any billing related queries related to IT services.
  8. Liaise with web space providers. Search and select the cost effective, qualitative and efficient website host.


  1. Undertake regular system backups seeking to ensure that information disaster recovery could be facilitated as quickly as possible.
  2. Manage the addition or removal of users from the network by liaising with Organization Pakistan managers/supervisors, and demonstrate a detailed understanding of the Organization organisation structure and the system architecture.
  3. Maintain accurate records of users and usage of the network and use this information to generate relevant and user friendly statistics.
  4. Implement, monitor and support organization security and protection standards including electrical standards: – mains, , surge protection and UPS
  5. Implement IT systems performance reviews and security monitoring in line with specified guidelines
  6. Implement appropriate backup and restore strategies and mechanisms for systems, servers and services in line with specified guidelines by Dublin IT.


  1. Implement security product architectures, specifications and intrusion/data loss techniques. Performs and analyzes network security designs as per Dublin IT Specifications.
  2. Design, integrate and configure controls. Participate on design review boards.
  3. Define scope and standards for network monitoring and monitors network.
  4. Responsible to gather and interpret IT security requirements.
  5. Activate, assist and guide incident response to Regional IT Advisor and Dublin IT.


  1. IT Systems Infrastructure reviews.
  2. General IT Systems and application control in Pakistan HO and Field offices.
  3. Identify and assess risks and controls.
  4. Monitor and analyse critical behaviour of PCs for any unwanted software installation trials.


  1. Liaise with Admin regarding the maintenance of a register of IT equipment – hardware, software, radio and network equipment.
  2. Track and control the movement of equipment between sites and temporary off site work.
  3. Track and control equipment being added to the network by visiting staff and consultants ensuring compliance with procedures for such movements and data exchange.
  4. Maintain a file of maintenance and support contracts.
  5. Ensure software licenses are in place for applications used.  Liaise with Dublin IT Liaison on software and license requirements.
  6. Implement organisation’s standard IT policies and procedures and provide user training and support policies.  Monitor compliance and report breaches.
  1. Maintain a schedule of hardware and software upgrades (e.g. virus protection) and ensure all PCs are kept up to date with operating systems patches and antivirus software.

Scanning/Digitization of Partner Record:

1-     Facilitate the partner/Organization staff to scan the financial and programme data

2-     Give training to Organization/Partner staff perform this scanning of data and storage of data

3-     Store data at field location and prepare the copy at head office

4-     Make sure the data is organize and properly back-up is being maintained

5-     Assist the finance team in organization of partner data as per guidelines

6-     Coordinate with programme and finance to ensure the accuracy and completeness of data

7-     Support to Auditors/Finance team in retrieving of data for third party audit/donors

Required Experience, Skills and Qualifications:

  • Good working knowledge about values and administration of an international NGO.
  • Sound IT related experience at least 6 years.
  • Minimum educational qualification of Degree/Masters in IT/computer sciences
  • Good written English and Urdu essential and ability to speak a local language is desirable
  • Excellent oral and written communication skills
  • Have multi tasking and quick decision making skills
  • Ability to lead and guide other staff in IT related matters
  • Excellent interpersonal & facilitation skills
  • Willingness to travel to remote and unstable locations
  • Patience is essential
  • Empathy with organisations goals is desirable
  • Team player
  • Project Management skills
  • Have through knowledge of IT processes and services. Ability to meet deadlines on various projects with changing goals.
  • A versatile individual, who is ready to accept challenges, meet them & bring innovation and new ideas.

Safeguarding at Organization: Code of Conduct and its Associated Policies

Organization has an organisational Code of Conduct (CCoC) with three Associated Policies; the Programme Participant Protection Policy (P4), the Child Safeguarding Policy and the Anti-Trafficking in Persons Policy. These have been developed to ensure the maximum protection of programme participants from exploitation, and to clarify the responsibilities of Organization staff, consultants, visitors to the programme and partner organisation, and the standards of behaviour expected of them. In this context, staff have a responsibility to the organisation to strive for, and maintain, the highest standards in the day-to-day conduct in their workplace in accordance with Organization’s core values and mission. Any candidate offered a job with Organization Worldwide will be expected to sign the Organization Staff Code of Conduct and Associated Policies as an appendix to their contract of employment. By signing the Organization Code of Conduct, candidates acknowledge that they have understood the content of both the Organization Code of Conduct and the Associated Policies and agree to conduct themselves in accordance with the provisions of these policies. Additionally, Organization is committed to the safeguarding and protection of vulnerable adults and children in our work. We will do everything possible to ensure that only those who are suitable to work or volunteer with vulnerable adults and children are recruited by us for such roles. Subsequently, working or volunteering with Organization is subject to a range of vetting checks, including criminal background checking.

Counter Terrorism Policy

Organization receives a substantial amount of funding from external donors each year.  Increasingly donors are introducing requirements whereby future funding is conditional on Organization ensuring that the names of any new employee or volunteer do not appear on terrorism lists generated by the European Union (List of person, groups and entities to which Regulation (EC No. 2580/2001 applies), the US Government (Office of Foreign Assets Control list of specially designated Nationals and Blocked Persons) and the United Nations (Consolidated List). 

‘Any offer of employment (either paid or voluntary) with Organization will not be made pending a clearance check being conducted on the applicant.  For additional information please consult our web site or contact the Human Resource Division in our Head Office.

By submitting a formal application for paid or voluntary employment to Organization, you agree to Organization carrying out a clearance check as outlined above and that Organization will not proceed to recruit you should your name appear on any of the aforementioned lists.