IT Services provider for HI Office

Terms of Reference

IT Services provider for HI Office

Background and Introduction

Handicap International (HI) registered in Egypt with the Ministry of Social Solidarity in 2013. Since then, HI has been implementing various programs to promote access to inclusive and adapted services for Persons with Disabilities & vulnerable groups. Presently, HI is implementing multiple projects that aim to:

• Empower Disabled People Organizations.
• Integrate early detection of disability and early intervention within Primary Healthcare. The project includes access to health services, rehabilitation and CBR.
• Foster access to employment and livelihood opportunities for persons with disabilities, youth and women.
• Provide technical assistance to local and international actors to enhance the inclusion of persons with disabilities in different plans and projects.

The projects main objectives are to strengthen the protection of the most vulnerable refugee, asylum seeker and migrant children and youth, including UASC, children and youth with disabilities, and enhance their access to education services in Greater Cairo.

In addition to that, the specific objective of the Action is to facilitate most vulnerable children and youth, including UASC and children and youth with disabilities, at risk of abuse, neglect, exploitation, and violence to access basic services in the areas of Protection and non-formal Education. The approach is aiming to enhance the capacities of children and youth to self-protect them, emotionally recharge, adapt safely to society, and develop the capacity to learn, thus enhance their resilience and social rehabilitation. Accessing services implies to ensure availability of services by qualified professionals, to ensure accessibility and acceptability of services through local set-up, and to ensure an efficient referral pathway based on exact identification of needs.

Scope of the Assignment

Under supervision of the logistics officer; The IT Service provider maintains the computers, laptops and network, providing technical support and ensuring the whole runs smoothly. Executing the maintenance, follow-up and monitoring of all IT equipment, tools and services, as well as ensuring onsite technical support in accordance with HI standards, policies, protocols and procedures, in order to guarantee the efficient use of all IT services and infrastructure.

Required services

Provide maintenance services and maintain all equipment in good operating condition, this includes Scheduled preventive maintenance:

• Laptop /Desktop: Windows related issues + formatting + labor support excluding spare parts.

•Backup support: ensure offline backups for the devices in case of any data loss.

• providing maintenance for the Network (Cables, Patch cords, Sockets …) and installing the new access points, configuring the new switch, and ensuring that the network is up and running without any disconnection.

•Anti-Virus installation, configuring, and monitoring.

• Equipment including: “35 ” computers, network devices, and “3 ” printers in the mission.

• Provide IT support for “35 ” staff in the mission, suggesting appropriate hardware, software, and systems.

• suggest any backup plans that could be applied, and in case of using to take the lead in providing support and maintenance.

•Providing planning, preparing & regular activity reports for the visit’s assigned tasks and ensuring the preceding points.

• windows updates and upgrades responsibility.

•Creating AD DS, DHCP DNS, file Storage services and joining all the users into the domain controller HI-EGYPT.

•Creating VM for the Anti-virus console and installing agent and client to all the devices.

Services Modalities and timing:

Maintenance from 8:30 am to 5:00 pm, Sunday to Thursday every week, except holidays. This includes:

• Phone assistance & immediate support, Unlimited
• Remote technical interventions through Team-Viewer, unlimited and on the same day
• Maintenance contract limited to 6 onsite visits per month
• Spare parts and consumables are not included in this maintenance agreement

In case supplier decided that equipment must be picked out to its facility for repair, then supplier will bear the delivery to and from its facility

Duration of the contract

The contract will be for one year.

Payment

Service provider fees will be paid on EGP on monthly basis as bank transfer to the account of the service provider or by Check within 7 working days after submitting the invoice to HI

REQUIREMENTS

Knowledge:

• Expertise in latest version of Microsoft Operating System and business applications (Office365)
• Good knowledge of computer hardware and maintenance processes, network theory and their respective protocols, main email systems, IT security best practices and IT service management tools (ITSM)
• Understanding in Server Management (latest version of Microsoft Operating System, Active directory)
• Teaching and supporting skills.

Experience:

• Preferably 2-3 years of proven experience in IT or technical functions

Languages:

• Preferably technical English

Competencies:

• Results and Quality Orientation
• Teamwork and Cooperation
• Behavioral Flexibility
• Commitment to HI Participles
• Stress Management
• Proven experience work with NGOs.
• An analytical mind with problem-solving abilities.

Personal skills and competencies

• Respect the code of conduct.

Deadline:

Proposals should be submitted by mail to [email protected] with the subject of “IT service provider”.

The deadline for the submission of applications is 25/5/2023. For the successful applicant, the submitted methodology and the TOR will act as the agreement between parties as to how the assignment will be conducted.

How to apply

The deadline for the submission of applications is 25/5/2023. For the successful applicant, the submitted methodology and the TOR will act as the agreement between parties as to how the assignment will be conducted.