IT Support Full Time NEW

1. Job Summary

The IT Support is responsible for efficiently planning and organizing his/her monthly activities, ensuring timely execution, and promoting a positive work environment. He/ she will be responsible for ensuring the safety of both physical and digital environments, overseeing security systems, implementing risk mitigation strategies, and managing secure data storage. This role encompasses a comprehensive approach to IT management, including technical support, IT infrastructure administration, and ERP system support, and contributing to IT and communication to effectively disseminate safety updates across the organization.

1. Planning
   1. Personal Planning

• Develop yearly, quarterly and monthly activity plans and submit them on time.
• Prepare monthly activity report in the last week of every month and submit.
  1. Design and planning
• Establish confidentiality protocols for secure communication and document management, and create guidelines for managing incoming and outgoing communication, including prioritization, response protocols and record keeping.
• Plan for secure data management practices, communication platform tools, visibility materials (brochures, reports) and improvement of PAPDA’s platforms.
• Plan for the development strategies to convey safety policies and updates, data management policies, and secure access controls ensuring compliance with data protection regulations
• Create a schedule for disseminating safety update and changes through internal communication channels, ensuring staff receive timely and relevant information.

1. Implementation
   1. Safety and Security

• Monitor Security Operations: Participate in overseeing security systems and procedures to ensure a safe environment and contribute to the implementation of identified digital risk mitigation measures to address potential vulnerabilities.
• Maintain Open Communication Channels: Establish and maintain open lines of Communication to inform staff about safety protocols and facilitate incident reporting.
• Create and disseminate Safety Updates: Regularly update staff on safety policies, procedures, and changes through internal communication channels.
  1. ERP System Technical Support
• Provide technical support and troubleshooting for all PAPDA team members using the ERP system.
• Internal customization and configuring ERP modules based on PAPDA’s business needs.
• Manage user access controls, permissions, and security settings within the ERP.
• Monitor ERP performance, diagnose issues, and apply necessary fixes.
• Train staff on ERP functionalities, best practices, and troubleshooting common issues.
• Assist in system upgrades, data migration, and integrations with other software.

1. System Administration & Technical Support
   1. Network Administration

• Administer and maintain PAPDA’s computer networks, ensuring security and optimal performance.
• Manage routers, switches, and firewalls to ensure seamless connectivity.
• Monitor network performance, troubleshoot connectivity issues, and apply security protocols.
• Work closely with the ICT and Publication Coordinator to upgrade and improve network infrastructure.
  1. Data Backup and Recovery
• Establish and maintain a robust data backup system to prevent data loss.
• Conduct regular backups of critical data and develop disaster recovery plans.
• Test and implement data restoration strategies to ensure business continuity.
  1. Technology Research and Recommendations
• Stay up to date with emerging technologies, trends, and best practices in IT.
• Evaluate and recommend new hardware, software, and system enhancements.
• Assist in developing and implementing IT policies and technology roadmaps.
  1. Internal System Development & Deployment
• Assist in business analysis, requirement gathering, and documentation for internal system development.
• Participate in design, development, testing, and deployment of new IT solutions.
• Ensure integration of internal systems for seamless operation.
• Provide technical expertise in database management, API development, and system architecture.
• Work collaboratively with cross-functional teams to develop custom applications tailored to PAPDA’s needs.

1. Database and Data Management

• Manage Organizational Databases: Manage organizational databases to ensure data accuracy and secure storage.
• Implement Secure Data Storage and Confidentiality Measures: Apply secure storage practices and enforce confidentiality protocols to protect sensitive information.
• Facilitate Data Reporting and Collection: Ensure efficient data collection, storage and reporting processes for internal and external stakeholders.
• Ensure compliance with Data Protection Policies: Implement and monitor compliance with data proception regulations in day-to-day operations.
  1. IT and Communication Team Participation
• Support on the Design of Visibility Materials: Collaborate with the IT and communications team to produce and distribute visible materials.
• Participate in the implementation of Platform Revisions: Support in executing improvements to PAPDA’s platform based on the planned revisions.
• Participate in creating and implementing Communication Strategies: Participate in disseminating safety updates and policies effectively across the organization to ensure awareness and compliance.

1. Capacity Building & Training

• Provide technical training sessions to enhance the digital skills of PAPDA staff.
• Develop instructional materials, user guides, and best practice documents.
• Conduct workshops on ERP usage, data security, DevOps practices, and system administration.
• Assist employees in adopting and utilizing IT tools effectively.
• Encourage a culture of cybersecurity awareness and digital literacy within the organization.
• Conduct workshops and seminars to enhance the digital literacy of employees, fostering a tech-savvy workplace.
• Actively engage in self-capacity-building initiatives.
• Proactively identify opportunities to enhance efficiency, effectiveness, and accuracy, proposing and implementing process improvements as appropriate.
• Pursue pre-requisite certifications mandated by the organization to support ongoing professional development and organizational transformation.
  1. Collaboration with other Teams:
• Work collaboratively with PAPDA executive office, operation, programme and finance team members to address complex technical challenges.
• Participate in team meetings, contributing to strategic discussions on IT initiatives.
• Assist in the development and implementation of IT policies and procedures. 
  1. Other Responsibilities:
• Carry out any other activities given by immediate supervisor 

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field.
• A Master’s degree is advantageous
• Minimum of 3–4 years of relevant experience in IT support, system administration, or network management.
• Strong knowledge of computer hardware, software troubleshooting, and operating systems (Windows/Linux).
• Experience in ERP system support, including user management, troubleshooting, and system customization.
• Proficiency in network administration, including routers, switches, firewalls, and connectivity troubleshooting.
• Hands-on experience with data backup and recovery systems and disaster recovery planning.
• Knowledge of database management systems and data security best practices.
• Familiarity with cybersecurity principles, risk mitigation strategies, and data protection regulations.
• Experience in system development support, including requirement gathering, testing, and deployment.
• Ability to provide technical training and develop user guides and documentation.
• Strong analytical and problem-solving skills with attention to detail.
• Excellent communication skills and ability to work collaboratively with cross-functional teams.
• Ability to manage multiple tasks, prioritize effectively, and meet deadlines.
• Certifications such as Network+, CCNA, or Microsoft certifications are an added advantage.
• Commitment to continuous learning and professional development in emerging IT technologies.