Terms of Reference

Information Technology Specialist

Background:

Ashoka’s mission is to create a competitive, entrepreneurial, and globally integrated citizen sector and

to develop the profession of social entrepreneurship. Since 1981, Ashoka has identified, invested, and

brought together more than 2000 leading social entrepreneurs in more than 62 countries around the

world.

In the present political and social state in many of the countries of the Arab World, Ashoka is well

placed to help leading social entrepreneurs step forward with leadership and ideas for a more open,

developed, and promising future.

Ashoka’s roll-out plan in Egypt and the Arab world has built on the methodology we have developed

and refined while launching 70 other countries, including the Arab World Regional Office in 2003.

Title:

Information Technology Specialist (ITS)

Reporting:

Country Representative and Regional Director (RD)

Office hours:

9 am to 5 pm (unless assigned to stay later fulfilling work requirements).

Working days:

Five working days from Sunday to Thursday where Friday and Saturday are off (unless assigned to attend

on weekends fulfilling work requirements).

Responsibilities:

The Information Technology Specialist is a multi-tasked job where the IT specialist will be in charge of

purchasing necessary and spare technical equipment, monitoring and maintaining the computer systems

and networks of Ashoka Arab World in a professional manner and addressing any technical problems

that may arise.

The IT specialist will install and configure computer systems, diagnose hardware/software faults and

solve technical and applications problems, either over the phone or in person. The IT specialist must be

aware that her/his work is as much about understanding how information systems are used as applying

technical knowledge related to computer hardware or software.

In essence, the IT specialist is responsible for ensuring the smooth running of computer systems and

ensuring users get maximum benefits from them. Ashoka Arab World is increasingly relying on

computer systems in all areas of its operations and decision making processes. Therefore, failure of

mission-critical IT systems could lead to Ashoka’s inability to deliver its services.

Main tasks:

Technical Support

The IT specialist must support all employees’ computer use, including trouble- shooting. The IT

specialist should work on:

installing and configuring computer hardware operating systems and applications;

talking Ashoka Arab World staff through a series of trouble-shooting actions, either face to face

or over the telephone;

troubleshooting system and network problems and diagnosing and solving hardware/software

faults;

replacing equipment parts as required;

providing support, including procedural documentation;

following diagrams and written instructions to repair a fault or set up a system;

supporting the roll-out of new applications;

setting up new users’ accounts and profiles and dealing with password issues;

responding within agreed time limits to staff requirements;

working continuously on a task until completion (or referral to third parties, if appropriate);

prioritizing and managing many open cases at one time;

rapidly establishing a good working relationship with the staff and other IT professionals (e.g.,

software developers, service providers);

testing and evaluating new technology;

Maintenance

The IT specialist is in charge of monitoring and maintaining Ashoka Arab World computer systems

and networks. She/he must purchase spare/replacement technical equipment as required and ensure

that office computers and software remain functional and updated at all times. This will require the

IT specialist to provide repair services in-house or to contract external repair services, if necessary

on a timely and professional manner.

The IT specialist will provide maintenance training to Ashoka Arab World staff and will periodically

check each and all equipment to make sure that both software and hardware are updated and

functioning well.

The IT specialist must prepare and present his annual maintanance plan to Country Rep and

Regional Director

File and Mail management

Coordinate with Ashoka Global both cloud systems for file and mail management :

1. The Ashoka Shared Drive

The Ashoka Shared Drive is a solution designed to replace the existing S: Drive (which is only

accessible from within the DC office) and the myriad Box.net, Dropbox.com, and other file share

tools being used across Ashoka with a solution that is both secure and accessible by all Ashokans

anywhere in the world an internet connection is available, including via many mobile devices.

2. Cloud-hosted Email Server

Ashoka currently manages several mail servers out of the DC office that support our global email,

calendar, tasking, and other functions. Over the course of the next few months we will be migrating

user accounts off of our existing servers and onto a hosted solution provided by Microsoft. This

migration should, for most users, be transparent, and will enable us to lower our management costs

while ensuring a level of service required for our global operations.

Internet and Email

Archive Regional Director & Development Officer emails and let the team know where information

is saved and how to easily access it.

Check alternative email service (outlook, wmail, gmail) options and choose the most efficient and

with large storage capability. Then, install the chosen option.

The IT specialist must remain in contact with the internet service provider in case of any internet-

related problems, as well as keep track of usage fees. She/he must also keep distribution lists and

emails updated. As soon as staff leave, passwords must be changed.

Database

Manage and update Ashoka Arab world database Sugar CRM as well as Ashoka Global Salesforce

Website

The IT specialist must possess both an understanding of Ashoka Arab World’s website design and

purpose, as well as the technical know-how to administer the site. The IT specialist will be

responsible for managing and updating the website in English and Arabic, with content and additional

features, as needed.

Knowledge in open source CMS systems such as Druple, Wordpress, etc. Also, knowledge in Html

and ASP is required.

The IT specialist will produce a report on website usage depending on logs.

Expansion of Web Platforms

The IT specialist will support the expansion of Ashoka Arab World's capacity to engage Ashoka

Fellows and the public through various bilingual, web-based platforms, such as Changemakers and

the HUB. This will require collaboration with Ashoka Headquarters in Washington, DC, as well as

the ability to plan and implement these initiatives for the Arab region audience.

Network

The IT specialist must have sound understanding of wireless network technology, ensuring that

network materials are accessible to all employees, and are secured and protected.

Back-up

The IT specialist will be responsible for regularly backing up network files for all employees.

Anti-virus

The IT specialist will be tasked with regularly updating all computers and the network’s anti-virus

software.

Reporting

The IT specialist will be tasked with providing technical reports and memos, written in English, on

technical services provided. The IT specialist must also maintain correspondence with Ashoka

Headquarters regarding all IT-related issues.

Also, the IT specialist must fill out:

A weekly time-sheet to be sent at the end of Thursdays to the Country Rep;

A monthly report with all activities executed during the month; to be sent to Country Rep,

Financial Manager and Regional Director on the 25th of each month

A monthly workplan with all activities to be executed during the month; to be sent to

Country Rep and Regional Director

Qualifications:

Required Technical Knowledge

The IT specialist must possess minimum, the following technical skills and know-how:

Exposure to and knowledge of the different software applications used globally for any

organization or business

Research skills to acquire any IT knowledge needed at work

Knowledge on digital media

Knowledge in web development languages such as html, ASP.net and others

Knowledge in open source CMS systems such as Druple, Wordpress,etc

Ability to work with Windows and Mac operating systems. Linux is a plus.

Extensive knowledge on monitoring, preparing, exchange servers such as MS server 204,

Windows 2011 server

Experience working with CRM systems (salesforce) and designing and maintaining databases

using Microsoft access, MS SQL

Be able to troubleshoot and replace hardware

Preferred Educational Qualifications

Microsoft Certified MCP

Microsoft Certified MCSE

Cisco Certified CCNA

Language Skills

The IT specialist must have a strong working knowledge of Arabic and English in written and spoken

forms. He/she will be responsible for maintaining IT applications in both Arabic and English and

conducting professional correspondence in English.

Additional skills

Excellent organization and problem-solving skills

Ability to multitask

Great attention to detail

Ability to work under pressure

Ability to work in teams collaboratively

Flexible and cooperative attitude

The Person

Must be creative within her/his scope of work and very resourceful in problem solving.

Must understand Ashoka’s vision and work.

Must demonstrate her/his commitment with social change.

Must be a deeply trustworthy person.

Must be service-oriented and flexible.

Must be detail-oriented and able to manage multiple high-priority tasks at once.

Must be a team player with a high level of commitment.

Must maintain cooperative working relationships and interact with others in a helpful, courteous

and friendly manner.

Must demonstrate sensitivity to, and respect for, a diverse population and be able to work with

persons of different cultural and ethnic backgrounds across all areas of the world.

To apply please send your resume and cover letter explaining why you are interested in

Ashoka and why you are a fit with our hiring criteria, together with a written sample, at

recruiting@ashoka-arab.org with subject IT specialist

THANK YOU FOR READING AND ACCEPTING THE TERMS OF REFERENCE

LISTED ABOVE. IF YOU ARE IN AGREEMENT, PLEASE SIGN BELOW:

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