Request for Proposal (RfP): Technology Support Services -Ethiopia

Background:

FHI 360 Ethiopia is seeking proposals from qualified IT individual consultants or IT service firms to provide IT support services for its office in Addis Ababa.

The office has approximately 60 staff and relies heavily on technology to support program, financial, administrative, and operational activities. To ensure staff receive timely support and that office technology remains operational, FHI 360 is looking for a locally based IT individual consultant or IT services firm that can provide regular on-site support as well as additional remote assistance when required.

Purpose:

The selected consultant or firm will assign a dedicated IT support resource to the Ethiopia office for at least two (2) full working days each week. The firm should also be able to provide backup support and technical escalation when needed.

Scope of Work:

The selected consultant or firm will provide IT support services to FHI 360 Ethiopia and assign a dedicated technical resource to support office staff.

The consultant or firm will be responsible for:

• Providing day-to-day IT support to users and resolving hardware, software, email, network, and access-related issues.
• Installing, configuring, maintaining, and troubleshooting laptops, desktop computers, mobile devices, printers, scanners, and other office equipment.
• Supporting Microsoft 365 applications including Outlook, Teams, OneDrive, SharePoint, Word, Excel, and PowerPoint.
• Assisting with user account management, password resets, multi-factor authentication, and access requests.
• Installing software, setting up new devices, and supporting device management and security requirements.
• Troubleshooting internet connectivity, wireless networks, VPN access, switches, firewalls, and related office IT infrastructure.
• Working with internet providers, equipment vendors, and other service providers to resolve issues affecting office operations.
• Supporting staff onboarding and offboarding activities.
• Assisting with office meetings, training events, workshops, and technology deployments when needed.
• Maintaining IT asset records and basic technical documentation.
• Providing monthly reports summarizing support activities, unresolved issues, and recommendations.
• Escalating issues that require support from FHI 360’s regional technology team.

Period of Performance:

The estimated period of performance is Mid-October 2026 – Mid-April 2027 (six months).

FHI 360 may extend the engagement based on performance, operational needs, and available funding.

Location and Travel Requirements:

Work will be performed primarily at the FHI 360 Ethiopia Country Office in Addis Ababa.

The assigned resource is expected to be on-site for a minimum of two (2) full working days each week. Remote support may be provided as needed.

Occasional travel within Ethiopia may be required to support project offices, workshops, training activities, equipment deployments, or other business needs.

Any travel costs should be clearly identified in the financial proposal.

Qualifications:

Interested firms should:

• Be legally registered to provide IT services in Ethiopia.
• Have at least five (5) years of experience providing IT support services to organizations of similar size.
• Have experience supporting Microsoft 365 environments.
• Have experience supporting user devices, networks, internet services, and office IT infrastructure.
• Have the capacity to provide backup resources and technical escalation support when required.
• Have experience supporting NGOs, donor-funded projects, international organizations, private sector companies, or government institutions.

Proposed Resource Qualifications:

The proposed support resource should have:

• A diploma or degree in Information Technology, Computer Science, Information Systems, or a related field.
• At least five (5) years of practical IT support experience.
• Experience supporting Microsoft 365, user devices, networks, and end-user support services.
• Relevant technical certifications such as Microsoft, Cisco, CompTIA, AWS, Google Cloud, or equivalent certifications.
• Good communication and customer service skills.

Evaluation Criteria:

Proposals will be evaluated in accordance with the following criteria:

• Understanding of the requirements and proposed approach
• Firm experience and track record
• Qualifications and experience of proposed personnel
• Cost and value for money

Required Documentation:

Proposals must include:

• Technical proposal describing the consultant or firm’s understanding of the assignment and approach to providing support services.
• If a firm, description of the firm’s support structure, escalation process, and backup arrangements.
• CV of the consultant or proposed primary support resource and any backup personnel (for firms).
• Financial proposal.
• Company profile (for firms).
• At least three references for similar assignments completed within the last five years.
• Copies of relevant certifications.
• Business registration documents (for firms).
• Valid tax compliance documentation.

FHI 360 Disclaimers

• FHI 360 may perform a background check on any selected Consultant candidates.
• FHI 360 may cancel the solicitation and not award
• FHI 360 may reject any or all responses received
• Issuance of the solicitation does not constitute an award commitment by FHI 360
• FHI 360 reserves the right to disqualify any offer based on failure of the offeror to follow solicitation instructions
• FHI 360 will not compensate any offeror for responding to solicitation
• FHI 360 reserves the right to issue award based on initial evaluation of offers without further discussion
• FHI 360 may choose to award only part of the activities in the solicitation, or issue multiple awards based on the solicitation activities
• FHI 360 reserves the right to waive minor proposal deficiencies that can be corrected prior to award determination to promote competition
• FHI 360’s consultant terms and conditions can be found here