Program Overview:    

FPSP, also referred to as the ‘Platform’, a Department of Foreign Affairs and Trade (DFAT) investment, will contribute to the delivery of Fiji’s national development priorities, in line with the Australia’s International Development Policy, the Fiji-Australia Vuvale Partnership and the Development Partnership Plan.

The Platform will deliver key bilateral programs, such as health, education, scholarships, social infrastructure, governance, climate and emergency preparedness and response. Platform activities will identify and address climate risks, promote climate action, and gender equality, disability and social inclusion (GEDSI) across and beyond the sector programs.

The Platform has three functional Outcomes:

1. The Platform has delivered its sector program outcomes, including through supporting strategic coherence, planning, partnerships management, data and learning across the portfolio of investments.
2. The Platform has prioritised gender equality, disability-inclusive development, and climate and disaster resilience, in its systems and practices. This includes in how it undertakes sector programming and its engagement with selected Government of Fiji (GoF) agencies.

3. The Platform administers timely and efficient programming that is: value for money; maximises use of local supply chains; and supports good governance, and public diplomacy, effective decision making and risk management.

   Position Summary:    

The ICT Officer will support the effective maintenance and strengthening of ICT and associated systems to meet Abt requirements and FPSP requirements. They will support ICT services and end user support and ICT related procurement, implementation and management of ICT hardware including server and network infrastructure hardware, laptops, desktops, desk phones, software, email and user accounts, internet and intranet services, printing, mobile and portable device support, and information security.

The Officer will work collaboratively, in an integrated manner with the Abt Global corporate ICT Team.

Key Responsibilities:    

The ICT Officer will be responsible for:

• Provide IT support and advice by phone, email, remotely, or in person.
• Log support calls and action tickets using the IT Service Desk system, troubleshooting user problems over the phone, email, remotely, or in person.
• Monitor and utilise the IT Service Desk queue to ensure tickets are actioned in a timely manner including the escalation of issues
• Ensure all critical issues are escalated in a timely manner and all stakeholders kept fully updated on the progress
• Ensure all laptops and desktop builds and rebuilds are setup using the approved Abt Standard Operating Environment (SOE) build
• Ensure laptops and desktops are regularly receiving anti-virus updates
• Ensure all printers are operational and consumables available
• Create, change, and delete user accounts as per requests
• Assist with the management of the IT asset register 
• Setup new starters, process staff offboarding and manage user accounts (create, rename, disable, delete, grant/revoke rights).
• Assist in the documentation of IT support procedures and end-user documentation
• Travel to FPSP offices or partner agencies where required to provide support to program staff, advisers, when required
• Assist with the setup of program meetings, workshops where video conferencing and other IT support is required
• Work with hardware repair and replacement, suppliers and other vendors and the procurement of IT equipment.
• Create a positive IT support experience, ensuring timely resolution or escalation, communicating promptly on progress and handling customers with a consummately professional attitude
  General
• Work collaboratively with Abt’s corporate ICT team.
• Other duties as requested by the ICT Supervisor.
  
  Reporting to:

• ICT Supervisor 

  
  Selection Criteria:    

• Degree graduate in Information Technology desired
• Three or more years working in in the ICT sector
• Knowledge and experiences in areas of networking, server administration and information security
• Understanding of computer operating systems, hardware and software
• Problem Solving skills.
• Strong written and communication skills. 

It is advantageous, but not essential to have:

• Exposure to the Microsoft Power Platform, Power BI, Power Automate, Power Apps and Power 
  Virtual Agents 
• Experience with Azure Cloud and Software as a Service concepts
• Technical certifications e.g., Microsoft Software Certified Expert (MSCE), Information Technology Infrastructure Library (ITIL) 
• Other industry recognized technical certification.

About Us
Abt Global is a mission-driven, global leader in research and program implementation in the fields of health, social and environmental policy, and international development. Known for its rigorous approach to solving complex challenges, Abt Global is regularly ranked as one of the top global research firms and one of the international development innovators.  The company has multiple offices in the U.S. and program offices in more than 40 countries.

At Abt Global, we are committed to creating a lasting culture of equity, diversity and inclusion and recognize that in order to achieve full participation, our practices must be free of prejudice, discrimination, and bias that result in inequitable outcomes. We are actively working to advance equity for everyone, and while we still have much work to do, we know that racial and cultural diversity are an asset to our business and the communities where we live and serve. Our ongoing commitment is focused on creating business practices that advance racial and social equity, investments in community impact programs for the benefit of Black, Indigenous, and people of color (BIPOC), and expand upon project work related to racial equity and social justice.