Job Description
ICT Officer (Vacancy Reference Number-VRN IO-AD-26-001)
- BASE
LOCATION: Aden, Yemen
- REPORTING
TO: Operations Manager
- LINE
MANAGEMENT RESPONSIBILITIES: As per organizational needs
PURPOSE OF DIVISION:
The ICT division is responsible for delivering all ICT
services across Yemen in three key areas: Infrastructure, Information Systems
and Service Delivery. In consultation with HQ ICT, the division will lead
the consolidation of services and centralization of ICT infrastructure across
Yemen, helping to build a more connected, reliable and effective organisation.
The ICT division also ensures the development, utilisation
and maintenance of all systems to enable the organisation to reach its current
and future strategic objectives.
JOB PURPOSE:
The ICT Officer is responsible for providing first-line (1st
line) support to all staff in Yemen by answering, logging and tracking support
calls. Duties include managing, troubleshooting, and resolving issues with workstations,
laptops, telephones, and authorised software installed on peripheral
devices.
The ICT Officer also helps solve technical problems, introduce new solutions,
and maintain ICT systems, networks and assets.
KEY WORKING RELATIONSHIPS
- Build
and maintain strong relationships with internal and external clients to
ensure ICT services are provided promptly and to a high standard.
SCOPE AND LIMITS OF AUTHORITY
Scope of the Role:
Reporting to the Operations Manager, the ICT Officer will
provide support to all end users through the ticketing system.
The role is also required to support the HQ ICT team with
basic server administration across the wider infrastructure and with the resolution
of cyber security incidents affecting Yemen.
Responsibility for Resources:
- Responsible
for updating information into the ticketing system.
- Responsible
for general maintenance and management of IT equipment in Yemen.
KEY ACCOUNTABILITIES
The job holder will be accountable for fulfilling their
roles and responsibilities in line with Islamic values and the principles of
fairness, humanity, honesty, respect and fair treatment of colleagues and
staff.
1. Support
- To
assist in the provision of 1st line ICT support and log support calls. To
document the outcomes using the ticketing system to facilitate the
resolution of common queries.
- To
assist the HQ IT to deploy, install, configure and maintain all
PCs/laptops, software, phones, printers and associated peripherals using
established deployment technologies as per IRW ICT and Information
Security Policies & guidelines.
- To
carry out new user setups for all core systems including the creation of
domain and application user accounts ensuring physical network
connectivity as per IRW IT guidelines.
- Routinely
carry out maintenance procedures on all systems and equipment as directed
by the other members of the team.
- Identifies
and resolves problems in a timely manner.
- Develops
alternative solutions and uses creativity to solve problems.
- Alert
supervisor of future equipment/software/training procurement and
maintenance needs.
- Assist
with technical analysis based on the needs of the organisation.
- Apply
diagnostic utilities to aid in troubleshooting.
- Manage
and maintain the inventory of ICT equipment, ensuring accurate records,
optimal utilization, and timely maintenance or replacement.
- Support
timely budgeting for ICT Software subscriptions, renewals, and hardware
refreshes.
- Access
software updates, drivers, knowledge bases, and frequently asked questions
resources on the Internet to aid in problem resolution.
- Identify
and learn appropriate software and hardware used and supported by the
organization.
- Perform
hands-on fixes at the desktop level, including installing and upgrading
software, installing hardware, implementing file backups, and configuring
systems and applications.
- Make
sure the phone on every desk is working at all times.
- Perform
preventative maintenance, including monthly checks and cleaning of
workstations, printers, and peripherals and submit a monthly report on
work completed to the operations manager.
- Prepare
the Projector and other presentation materials for quality presentations.
- Test
fixes to ensure problem has been adequately resolved.
- Perform
post-resolution follow-ups on help requests.
- Develop
help sheets and frequently asked questions lists for end users.
- Travel
to site offices whenever required and resolve issues independently as far
as possible.
- Send a
weekly Status report and Time Sheet to operations manager.
- Ability
to travel 40% of the time to various site offices/locations.
- Ensure
that systems are in place in-country to ensure that operations are managed
effectively, staff act in full compliance with local laws, contract or
award and donor requirements are met, and organization policies and
standard operating procedures are followed.
- Systems
are in place to:
- Ensure
that appropriate staff members are aware of and understand applicable
laws, contract or award and donor requirements, and MSH policies and
procedures
- Monitor
and ensure compliance.
- The
responsibilities and duties are indicative only. The responsibilities and
duties are subject to change to meet the needs of the project, the
organization and the donor.
2. Service Delivery
- Ensure
all ICT services are designed and implemented in line with
industry/organization standards and current best practice.
- To
provide at all times a professional, courteous and rapid response to
individual user requests.
- Comply
with organisational policies and standards, including ITIL and service
level agreement requirements.
- To
travel across Yemen.
3. Handling Equipment
- Help
with lifting and mounting of IT related heavy equipment as per
organization needs.
PERSONAL COMMITMENT
It is essential that the post holder shows a good
understanding and sympathy with the Islamic values and principles as well as
commitment to Islamic Relief Worldwide’s vision and mission.
Essential Knowledge, Skills and Qualifications
- Excellent
understanding of the workings of computers and laptops
- Excellent
communications skills
- High
standard of written and spoken English
- Commitment
to learning new tools and skills when required.
- Excellent
analytical and problem-solving skills.
- Good
working knowledge of information security principles, with the ability to
assist in responding to alerts, detecting threats, and remediating issues
to safeguard our digital assets.
- Behaves
in a positive manner encouraging staff to give honest feedback on IT
services.
- Provides
support and training to users on new systems.
Education
- Master’s
Degree (Preferred)/bachelor’s degree in information technology or computer
science.
- Valid
professional certifications (see below) for Microsoft/Network/Computer
Languages will be an asset.
- Certifications:
Valid professional certifications, including but not limited to Azure
Fundamentals, Security Fundamentals, ITIL, Network+ or A+, CCNA will be an
asset
Experience
- 5
years of progressive and relevant experience with master’s degree.
- 8
years of progressive and relevant experience with a bachelor’s degree.
Personal Qualities
- Excellent
time management skills and the ability to work on own initiative
- Strong
focus on customer service
Desirable
- Previous
experience of software propagation methods (unattended installation, MS
SMS, etc) is desirable
- Experience
of Microsoft Windows Server Update Services, Microsoft Windows Remote
Desktop Services & Microsoft Windows Deployment Services.
- Extensive
Windows, Mac and iOS or Android experience
- Experience
with Python, Dart or GO a plus
- Familiarity
with computer networking, TCP/IP a plus
- Familiarity
with Symantec Altiris is a plus.
How to Apply
This is a national position and only nationals of Yemen can
apply. Interested and qualified candidates are requested to follow the
link Islamic
Relief Worldwide, Yemen Office - IT Officer Position in Aden – Fill in form and
apply by 5 PM on 18-Sep-2026.
Notes:
- All
applications must include the vacancy reference number-VRN. Applications
without the correct reference number will not be considered.
- Qualified
Females are strongly encouraged to apply.
- Any
incomplete, unclear or incorrectly filled Application will be excluded.
- Only
Short –listed candidates will be contacted.
- Islamic
Relief does not charge any recruitment fees and does not use external
recruitment agencies.
لا تفرض الإغاثة الإسلامية اي رسوم او مبالغ مالية على التوظيف ولا
تتعامل مع اي وكالات توظيف خارجية.