ICT Support and Training Rooms Facilities Officer

The Ethiopian Red Cross Society (ERCS) was established in 1935 and is one of the oldest and largest humanitarian organizations in Ethiopia. ERCS provides services to communities affected by natural and manmade disasters through the provision of emergency responses, ambulance and first aid, family reunification, essential drugs, water and sanitation, and other humanitarian services. ERCS also runs disaster risk reduction programs with the aim of creating resilience households and communities. Currently the ERCS has a structure consisting of 14 Regional Offices, Zonal Branches and District/Woreda Branches, Woreda Red Cross Committee and Kebele Red Cross committees.

ERCS also runs disaster risk reduction programs relating to food security, climate change adaptation, livelihood diversification, and institutional capacity building interventions, with the aim of creating resilience households and communities. ERCS works in partnership with the Ethiopian Government, International Federation of the Red Cross and Red Crescent (IFRC), International Committee of the Red Cross (ICRC), partnering National Societies, members, volunteers and the communities we serve.

• Work Unit: Centre of Capacity Development for Humanitarian Services
• Reports to: Training and Consultancy Services Manager

II. Job Summary

Under the supervision of the Training & Consultancy services Manager, the ICT Support & training rooms facilities Officer is responsible for providing technical assistance, troubleshooting, and maintenance for a wide range of ICT devices and sound system services, including laptops, desktops, TVs, internet, networks, printers, network printers, amplifiers, mixers, LCD & TV connectivity, electric power dividers, and network installations. The role ensures that all ICT systems and audio-visual systems & devices are functioning optimally, and users receive timely and effective support to resolve technical issues.

III. Specific Duties and Responsibilities

• Install, configure, and troubleshoot hardware and software issues.
• Perform system updates, upgrades, and optimization.
• Diagnose and resolve hardware failures (e.g., battery, keyboard, screen, sound systems).
• Provide data backup and recovery services.
• Assist with peripheral device setup (e.g., monitors, keyboards, mice & amplifiers etc.).
• Set up and configure smart TVs, LED screen including network connectivity and app integration.
• Troubleshoot display, sound, and connectivity issues.
• Update firmware and ensure optimal performance.
• Install and configure printers and network printers.
• Troubleshoot printing issues (e.g., paper jams, connectivity, driver errors).
• Manage printer queues and ensure proper network integration.
• Set up and maintain power distribution units and uninterruptible power supplies (UPS).
• Ensure proper power management and backup for critical devices.
• Install and configure routers, switches, modems, and access points.
• Set up local area networks (LANs) and wide area networks (WANs).
• Troubleshoot network connectivity issues (e.g., IP conflicts, DNS errors).
• Assist with internet setup and troubleshooting (Wi-Fi and wired connections).
• Optimize bandwidth usage and resolve slow-speed issues.
• Coordinate with Internet Service Providers (ISPs) for outage resolution.
• Implement and monitor firewalls, VPNs, and encryption protocols.
• Ensure secure access to network resources.
• Provide first-line technical support to end-users via phone, email, or in-person.
• Educate users on proper usage of ICT devices and services.
• Perform regular system updates, patches, and maintenance.
• Monitor device and network performance to identify and resolve potential issues.
• Implement backup and disaster recovery solutions for critical systems.
• Maintain an inventory of ICT & audiovisual assets and ensure proper allocation.
• Document all support requests, resolutions, and maintenance activities.
• Provide regular reports on ICT issues, resolutions, and system performance.
• Maintain up-to-date records of hardware and software licenses.
• Avails and keeps conference facilities complete and fit for use;
• Follow up and examines conditions of conference halls, syndicate rooms and facilities therein, carries out routine and minor corrective maintenance, and reports on more skilled maintenance needs, and suggests improvement as needed;
• Prepare specification & purchase request for the items of the center;
• Proper recording of property of items stock in computerized system;
• Effect sales for items (stationery, marker, kits etc.) and issues invoice using cash register machine;
• Perform other tasks assigned by the training & consultancy manager.

IV. Job Specification

• First degree/Diploma in Information Technology, Computer Science, or a related field.
• 2/4 years of experience in ICT user support/training rooms technician or a similar role. Hands-on experience with laptops, desktops, printers, networks, and other ICT devices and skills in electronics equipment is an advantage