Information Technology Officer At Plan International

The Opportunity

The ICT Officer will be based in Yola, Adamawa State, providing onsite and remote ICT support to the Yola office, Yobe field locations and programme teams across Plan International Nigeria. The role will work closely with the Country Office ICT team, programme teams and service providers to ensure reliable, secure and effective ICT infrastructure, connectivity, systems and end-user services, while supporting country-level ICT initiatives and ensuring alignment with organizational standards and programme requirements.

Key Responsibilities

ICT Infrastructure, Connectivity and Power Resilience

• Administer, monitor and maintain LAN, WAN, Wi-Fi, VPN and other network infrastructure at the Yola office and assigned programme/field locations.
• Configure, maintain and troubleshoot routers, switches, firewalls, wireless access points and other network infrastructure in accordance with approved technical standards.
• Support connectivity solutions including fibre, radio, VSAT, Starlink and other satellite or wireless technologies where applicable.
• Support telecommunications and emergency communication systems, including satellite phones, BGAN and radio communications, where required.
• Administer, monitor and support CCTV/IP surveillance systems, NVRs, cameras and associated network infrastructure.
• Support the deployment, monitoring and maintenance of ICT power and backup systems, including UPS units, inverters, batteries, solar systems and other power-resilience solutions supporting critical ICT infrastructure.
• Monitor ICT infrastructure availability, performance and capacity and escalate major or recurring issues appropriately.
• Carry out preventive maintenance and coordinate corrective maintenance of ICT infrastructure and equipment.

Microsoft 365, Cloud, Systems and End-User Technology

• Provide technical support for Microsoft 365 services, including Exchange Online, Teams, SharePoint, OneDrive and related applications.
• Support Microsoft Entra ID/Azure AD, Active Directory and identity and access management.
• Support user onboarding, access changes and offboarding in accordance with approved processes.
• Support the deployment and management of laptops, desktops, mobile devices, printers and other ICT equipment.
• Ensure end-user devices are appropriately configured, patched, encrypted and protected in accordance with organizational standards.
• Diagnose and resolve hardware, software, operating-system, printing and peripheral-related issues.
• Coordinate equipment repairs, warranty claims and replacement of defective ICT equipment.

IT Service Management and User Support

• Respond to and resolve ICT incidents and service requests within agreed Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
• Provide onsite and remote technical support to users through appropriate support channels.
• Maintain accurate records of incidents, service requests, resolutions and escalations within the organization's IT service-management system.
• Identify recurring technical problems and recommend sustainable solutions.
• Escalate complex or major incidents to the IT Coordinator, Regional/Global IT teams or approved external support providers as appropriate.
• Maintain a strong customer-service approach and ensure users receive timely and effective technical assistance.

Cybersecurity, Data Protection and Access Control

• Implement and maintain ICT security controls in accordance with Plan International's information-security policies and standards.
• Support endpoint protection, antivirus/EDR, encryption, patch management and vulnerability remediation.
• Support the implementation and maintenance of MFA, access controls and other identity-security measures.
• Provide guidance to users on protecting organizational and programme information, devices and networks against malware, unauthorized access, data loss and physical damage.
• Support the identification, reporting and escalation of cybersecurity incidents.
• Promote secure technology practices and awareness among staff.
• Support compliance with applicable data-protection, privacy and information-security requirements.

ICT Support to Programme Operations

• Work with programme and operations teams to understand ICT requirements and provide appropriate technical solutions.
• Provide ICT support for programme activities, trainings, workshops, deployments, new project locations and office setups.
• Participate in requirements gathering, system testing, user acceptance testing, implementation, rollout and post-implementation support.
• Ensure ICT solutions implemented for programme activities comply with organizational architecture, cybersecurity and data-protection requirements.
• Identify and recommend appropriate technology solutions that can improve programme delivery, operational efficiency and service quality.
• Propose and support technology initiatives, automation and digitalization opportunities in coordination with the Country Office ICT team.

IT Asset, Vendor and Contract Management

• Maintain accurate and up-to-date records of ICT hardware, software, network equipment, CCTV, power/backup equipment and other technology assets.
• Support the lifecycle management of ICT assets, including deployment, transfer, repair, replacement and disposal.
• Support the management of ICT licences, warranties, maintenance agreements and support contracts.
• Provide technical input into the selection and procurement of ICT equipment, software, connectivity and services.
• Support the evaluation and management of ICT vendors and service providers and monitor delivery against agreed requirements.
• Ensure adequate availability of essential ICT supplies and equipment for operational requirements.

Backup, Business Continuity and Disaster Recovery

• Perform and monitor approved backup operations for critical applications, systems, network configurations and other ICT resources.
• Support backup and recovery of network-device configurations and critical infrastructure documentation.
• Participate in business-continuity and disaster-recovery planning, testing and implementation.
• Support restoration of ICT services during power outages, connectivity failures, equipment failures, emergencies and other disruptions.
• Identify ICT infrastructure risks and recommend measures to improve service resilience and continuity.

Documentation, Training and Knowledge Management

• Maintain up-to-date technical documentation, network diagrams, configurations, procedures, asset records and user guides.
• Develop or contribute to standard operating procedures and knowledge-base materials.
• Organize and support ICT induction, awareness and end-user training activities.
• Provide guidance and basic ICT administration training to designated field staff where appropriate.
• Share technical knowledge, lessons learned and good practices with Country Office, Regional and Global IT teams.
• Support continuous improvement of ICT processes and services.

Compliance and Service Quality

• Ensure ICT services and infrastructure comply with Plan International's corporate standards, approved architecture, policies and procedures.
• Monitor the quality and availability of ICT services provided to assigned locations.
• Support the implementation and monitoring of agreed ICT service standards and SLAs/OLAs.
• Ensure appropriate documentation, controls and escalation procedures are followed.
• Perform other ICT-related duties assigned by the supervisor.

General Responsibilities

• Manage IT-related documentation and ensure availability of necessary IT supplies.
• Gather user requirements and assist in developing reports for IT professionals.
• Fulfil additional tasks assigned by the supervisors.
• Work collaboratively with other members of the Plan International Nigeria team.
• Report directly to the IT Coordinator and with matrix management to the ZARCH Project Coordinator.

Safeguarding

The IT Officer shall:

• Commit and contribute to an environment where children and programme participants feel respected, supported, safe and protected;
• Never act or behave in a manner that results in violence against a child or programme participant or places a child or programme participant at risk of violence;
• Be aware of and adhere to the provisions of the Global Safeguarding Policy and Safeguarding Code of Conduct including the PII Prevention of Sexual Harassment Exploitation and Abuse Policy in public and private life; and:
• Report and respond to safeguarding concerns and breaches of the policies immediately in line with the applicable procedures of Plan International Nigeria.
• Develop knowledge and skills for implementing safeguarding and PSHEA standards, including Delivering Safe IT and Digital Safeguarding and other related standards.

About You

We are looking to recruit person(s) with;

• University degree in Computer Science, Computer Engineering, Information Technology, Electrical/Electronic Engineering or a related field.
• Completion of NYSC is compulsory.
• Minimum of 4 years' relevant experience in ICT, IT infrastructure, networking, systems administration or user support.
• Practical experience managing and supporting Cisco Meraki network infrastructure, including switches, wireless access points and security appliances.
• Good knowledge of the Meraki Dashboard, including network monitoring, configuration, troubleshooting, firmware updates, VLANs, wireless networks, firewall policies and VPNs.
• Experience supporting LAN, WAN, Wi-Fi, VPN, routers, switches and firewalls.
• Experience with Microsoft 365, Entra ID/Azure AD and Active Directory.
• Good knowledge of Windows operating systems, DNS, DHCP and Group Policy.
• Experience supporting laptops, desktops, printers and other ICT equipment.
• Good understanding of cybersecurity, access control, MFA, endpoint security and data protection.
• Experience supporting cloud-based applications and services.
• Experience with ICT connectivity technologies such as fibre, Starlink, VSAT, radio and other wireless solutions.
• Experience supporting CCTV/IP surveillance and ICT backup-power systems, including UPS, inverters, batteries and solar systems, is an advantage.
• Experience providing IT support to users both onsite and remotely.
• Good written and spoken English communication skills.
• Experience working in an NGO, humanitarian or field-based environment is an advantage.
• Strong troubleshooting and problem-solving skills, with the ability to resolve moderate to complex technical issues.
• Ability to provide effective onsite, remote and telephone-based IT support.
• Ability to communicate technical information clearly to both technical and non-technical users.
• Strong interpersonal, communication, listening and customer-service skills.
• Ability to think creatively and identify practical technology solutions.
• Ability to manage multiple priorities and respond effectively to urgent requests and incidents.
• Ability to build and maintain effective working relationships in a multicultural and diverse environment.
• Ability to work independently while also collaborating effectively with teams.
• Strong personal accountability, adaptability and commitment to continuous learning.