Information & Communications Technology (ICT) Officer North-East Ukraine Kharkiv_(Only for internal Candidates)
Norwegian Refugee Council (NRC)
Full-time
The Norwegian Refugee Council (NRC) is reinforcing its presence in North-East Ukraine and establishes an Area Office based in Kharkiv. The Area Office North - East (AONE) will become a new area office, scaled up from the current Kharkiv Field Office, and will start being operational in the first half of 2026. The Area Programme Manager will take an active part in this scale up.
AONE will cover regions of Kharkiv and Sumy where current Field Office (FO) in Shostka will, in first half of 2026, structurally move to be under new Kharkiv AONE.
The key sectors of intervention covered by the North-East area office will include Shelter, Information Counselling and Legal Assistance (ICLA), Protection from Violence, Education, and emergency response through cash assistance.
The ICT Officer is responsible for the overall establishment and implementation of NRC Information & Communication Technology systems and procedures. S/He will assist in the day-to-day management of IT functions, ensuring the proper functioning of the ICT infrastructure in the Area Office. S/He will provide timely end-user computer support, ensure that Hardware, printers, and software resources are available, and that the office complies with NRC ICT policies, rules, and procedures.Planned start date is February 2026.Generic responsibilities
Ensure adherence with NRC policies, tools, handbooks, and guidelines.
Provide NRC Area office and field offices support for the internet according to NRC ICT Standards.
Support with the implementation of procedures and tools to ensure information security within NRC.
Prepare and develop status reports as required by management.
Ensure proper filing of documents.
Promote and share ideas for improvement of the support function.
Proactively make relevant infrastructure changes for the best performance of ICT platforms, software, and services according to NRC global standards.
Implementation of changes in the system's infrastructure established by the regional and/or global ICT Team, in processes of development of new ICT tools and continuous improvement of existing ones.
Provide training to NRC staff (ongoing inductions and training for better use and appropriation of ICT tools relevant to NRC).
Software license management and NRC platforms in the North-East Area of Ukraine.
Manage, escalate, and resolve incidents and requests reported through the help
desk tool (Fresh Service).
Specific responsibilities
The ICT Officer will oversee the staff support, ICT Policy compliance, hardware/software including troubleshooting for the smooth running of business operation of the Area Office and Field offices under his responsibility.
Ensure performance monitoring of Internet links to the assigned Area and field offices.
Management of user accounts to ensure access to institutional tools.
Installation, configuration, update and support of NRC ICT tools, email (Outlook), Office365, Okta, Agresso, OneDrive, Antivirus, Unit4 Accelerator, encryption and security updates on the NRC computers, provide VPN access, etc.
Provide proactive and responsive support to all end-users including field offices using the helpdesk global solution (Fresh Service)
Report ICT equipment breakdowns and difficulties encountered in the resolution of incidents.
Installing network standard Cisco Meraki equipment in all the area offices.
Manage the Local Area Network (LAN) and the Wireless Local Area Network, with aim of optimal performance of the network infrastructure for Internet connections (fibre, radio, VSAT), access to cloud applications, data storage, and backup on the Cloud (Office 365), Cisco Meraki networks, UPS and backup power systems, security of ICT installations (air conditioning, electricity, physical access), desktop computers and laptops, smartphones, software, and mobile applications.
Ensure SharePoint Team sites storage functioning and access rights management at the Area Office level.
Maintain filing tree SOP, support NRC archive scanning process.
Ensure proper management of the NRC ICT equipment and manage ICT laptops in the management equipment global solution. (Intune pilot)
Management of warranties with authorized service centers for computer and office equipment.
Support in budget preparation.
Advice on ICT equipment purchases according to ICT standards and policies.
Other assigned tasks that are related to the management of information systems.
Generic professional competencies:
University degree in Systems Engineering, Software, Computer Science, Computer Science or similar.
Experience working in similar positions in the context of humanitarian aid.
Previous experience of working in complex and volatile contexts
Verifiable experience related to the responsibilities of the position
Good written and spoken English.
Fluency in both written and spoken Ukrainian
Context/ Specific skills, knowledge and experience:
Minimum of 3 years of experience in the ICT field, including significant experience in Power BI and data visualization is a plus.
Knowledge of network equipment management (LAN/WAN network administration, troubleshooting and monitoring)
Experience in internal customer service and training of end-users.
Advanced knowledge in Microsoft Office 365 suite tools and report building in Microsoft Power BI.
Good working knowledge of Microsoft Power Platform, especially in Power Apps, Power Automate, will be is desirable.
Strong knowledge of the Software development life cycle and implementation methods.
