IT Support and Training Officer

Job Purpose: 

The IT Support and Training Officer will play a crucial role in supporting MAG’s IT operations in Laos. This position will be responsible for developing, delivering, and evaluating IT training programs for MAG staff.

Main duties and responsibilities:

Provision of Training Support

• Conduct regular assessments to identify the IT training needs of MAG staff at all levels, including field teams and office personnel.
• Develop and maintain comprehensive IT training curricula, covering topics such as computer hardware and software, network fundamentals, cybersecurity, and data management.
• Deliver IT training programs effectively, using a variety of instructional methods, including classroom sessions, hands-on workshops, and online resources.
• Monitor and evaluate the effectiveness of IT training programs, collecting feedback from participants and making necessary adjustments to improve outcomes.
• Maintain a repository of IT training materials and resources, ensuring they are up-to-date and accessible to staff.
• Provide technical assistance and troubleshooting support to MAG staff on IT-related issues.
• Contribute to the development of IT capacity within MAG Laos, supporting the implementation of IT systems and processes.

Other: 

• Technical Support: Provide first-level technical support to MAG staff, addressing hardware, software, and network issues.
• Troubleshooting: Diagnose and resolve IT problems, including hardware failures, software conflicts, and network connectivity issues.
• User Assistance: Assist users in utilizing IT systems and applications effectively, providing guidance and training as needed.
• Hardware and Software Maintenance: Perform routine maintenance tasks on IT equipment, including software updates, virus scans, and hardware replacements.
• Network Administration: Assist in the management and maintenance of the organization’s network infrastructure.
• Inventory Management: Maintain an accurate inventory of IT equipment and software licenses.
• Help Desk: Manage the IT help desk, responding to support requests in a timely and professional manner.
• Travel: Undertake travel to Vientiane and Khammouan provinces as required to provide on-site IT support and assistance to MAG staff.
• Flexibility: Be willing to fulfill any other duties as assigned by the line manager, in support of MAG’s objectives.

Requirements and Qualifications

Essential Qualifications

• Diploma or bachelor’s degree in computer science, Information Technology, Network Management or a related field.
• Good skills in operating systems, expertise in network equipment and software package such as Windows 10 or 11, Office 365.

Essential Experience

• Proven experience in delivering IT training programs to a diverse range of audiences.
• Experience working in a humanitarian or development context.

Essential Skills and Knowledge

• Strong knowledge of IT hardware, software, and networking concepts.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Proficiency in relevant IT tools and applications (e.g., Microsoft Office Suite, remote access tools).
• Ability to work independently and collaboratively in a team.
• Fluency in English and Lao.

Essential Aptitude

• Ability to adapt to a fast-paced and dynamic work environment.
• Strong attention to detail and organizational skills.
• A passion for teaching and sharing knowledge.
• The ability to break down complex technical concepts into simple, understandable terms