IT Consultant – TechnoServe

About the job

TechnoServe is seeking a responsive, reliable, and competent IT services firm to assist TechnoServe Zimbabwe maintain its information and communications hardware and software. This document outlines the users, software and hardware that needs support.TechnoServe’s Zimbabwe operations include the following office(s), employees, and technology inventory. (Note that all details are subject to change in line with TechnoServe’s operations needs. Contractor will be advised of material changes and TechnoServe acknowledges that such material changes may warrant revision of this Statement of Work or any associated contract.)

TechnoServe will expect contractor to provide the following services to ensure maximum uptime for TechnoServe IT equipment:

• Remote helpdesk (responsive within 30 minutes) during business hours to support employee laptops and other matters that may be addressed remotely, on call when needed
• 4-8 hours per month of on-site to:
  • Check, access points;
  • Periodically change WiFi access points;
  • Troubleshoot user laptop issues of users;
  • Troubleshoot and fix printing issues;
  • Troubleshoot and fix telephone issues;
  • Maintain spare laptop pool based on our standard laptop build;
  • Order and build new machines as needs based on standard laptop build;
  • Maintain Tablets as needed;
  • Maintain all other hardware and software in the office; and
  • Document IT environment when no technical issues or tasks.
  • Participate in weekly IT calls with Senior IT Specialist
• To partner with the IT Specialist in implementing IT policies
• To partner with the IT Specialist in implementing Data Security (GDRP)
• Emergency on-site support, as needed, within a 2 hour window.

Deliverables

Contractor will be expected to provide the following on a continuous basis:

• Remote helpdesk support within a 15 minute window.
• Regular monthly visits to the TechnoServe office as per terms of agreement.
• Emergency on-site support within a 2 hour window.
• Follow Corporate IT policies in supporting the system and completion of IT projects

Deliverable Acceptance Standards

TechnoServe will review performance monthly and provide timely feedback in case of concerns regarding quality or timeliness of service.

TechnoServe is subject to United States law prohibiting the purchase of IT and telecommunications equipment and services produced by certain Chinese companies, including Huawei, ZTE, Hytera, Hikvision, and Dahua Technology. A complete list of the prohibited providers can be found here. Prospective vendors should refrain from providing quotes or proposals for equipment or services from these prohibited sources