IT Support for DAI Global LLC Mexico

Job Description

The DAI Mexico Portfolio

In Mexico, DAI is implementing the following programmes which are being funded by the British Foreign and Commonwealth Office (FCO):

The Mexico Energy Programme (MEP)

The objective of the Energy Strand is to support Mexico’s efforts to increase productivity and reduce poverty by addressing key market failures in the energy sector. The Strand aims to support the consolidation of a solid and stable energy market that drives economic growth as well as increase access to energy services through lower electricity prices and creating formal employment opportunities to reduce poverty levels. The Strand aims to do this by matching UK capabilities with the identified market failures through capacity building and sharing best practice within the workforce, businesses and regulatory institutions. The Strand’s planned Interventions aim to deliver more productive and resilient men and women, businesses and government officials that support Mexico’s transition to a low carbon economy.

The Mexico Financial Services Programme (MFS)

The objective of the Financial Services Strand is to create a more inclusive and competitive financial services sector, accessible to all segments of Mexican society and new market entrants. The Strand will increase the depth, coverage and efficiency of financial services in order to support a reduction in poverty, increase productivity and promote long-term social and economic development. The Strand aims to do this by matching the identified market failures with specific UK capabilities to build capacity and share best practice within the public and private sectors.

The Better Health Programme Mexico (BHPMX)

The objective of the ‘Better Health’ Programme is to support partner countries in their health systems’ reforms with the goal of expanding Universal Health Coverage (UHC) and improve health and related economic growth outcomes with a specific focus on (i) strengthening local health system structures and workforce capacity to address the growing burden of non-communicable diseases (NCDs), and (ii) on strengthening local health system structures, processes, governance, regulation and capabilities to create systematic mechanisms to drive improvements in quality of care.

The Better Health Programme will focus on three main components:

• Health promotion for prevention and control of NCDs,
• Health leadership and workforce – education and training,
• Access to quality services at the primary care level.

The Health programme is an international programme working across eight countries and is therefore managed by the London FCO Office.

The Skills For Prosperity Mexico Programme (SFPMx)

The objective of the Skills For Prosperity Mexico Programme is to foster increased capacity for inclusive economic growth in Mexico through a more productive and equitable skills sector, improving employability, employment opportunities and the earning potential of beneficiaries. The projects high-level outcomes are (i) improved relevant of Technical and Vocational Education & Training (TVET) and Higher Education (HE) to the skills set needed by industry in key area to Mexican national economic development, (ii) improved quality of learning outcomes from TVET and HE provision in the public and private sectors in Mexico, and (iii) improved equity in access to the provision of Tvet and HE in the public and private sector in Mexico and improved progression to employment for marginalised groups.

DAI Mexico Finance and Operations Service Unit (FOSU)

A shared Finance and Operations Service Unit (FOSU) has been established by DAI in Mexico City to support the three FCO Mexico programmes with common and shared Operations and Finance procedures, manuals and personnel for all the Logistics, Procurement, HR, Travel and Finance of the three programmes. The aim of such common platform is to ensure consistent procedures and reporting while ensuring value for money to the client based on the benefits of contracting DAI for several FCO programmes.

Scope of Work

The IT Support Company/individual is responsible for the oversight of project IT needs as agreed upon under the contract, to include Ad Hoc system installations, maintenance, support and technical consultations to the project. The IT Support Company is responsible for ensuring that standards set by the DAI OIMT are followed and proprietary project solutions are the most efficient and cost effective available. Responsibilities include the oversight of the Local Area Network, IT equipment and services at project offices, adhering to back up, anti-virus and disaster recovery procedures and ensuring that end users have reliable access to shared files, printers and collaboration tools (email, instant messaging, voice calling, and video calling).

DAI’s Office of Information Management & Technology (OIMT) will provide the Local IT Support with guidelines for system administration at every level, as such it is the responsibility of the IT Support to keep OIMT informed of issues and or proposed system modifications which deviate from standard operating procedure.

Duties and Responsibilities:

• WAN connectivity and maintenance (Internet connection and services; Broadband, leased line, ADSL, ISDN or dial-up connection and devices configuration and maintenance).
• Client computer hardware and application installation, configuration, troubleshooting and maintenance (laptops, desktops, Windows OS updates, approved 3^rd party software updates, Microsoft Office suite, IBM Notes and other mail clients, AV client) following OIMT established procedures.
• Act as the point of contact with OIMT, respond to all end user support issues and requests, escalating to OIMT as needed, perform troubleshooting steps as directed by OIMT staff during escalation.
• Provide assistance to OIMT and project in local procurement of IT related equipment with regards to DAI standards.
• Backup is performed as instructed by home office.
• Software and antivirus updates are current for all clients and Support services will be performed on site at an agreed upon schedule which is determined at the time of signing the support contract.

Basic Schedule of Services

Weekly check-ups:

• Review system logs and assess any errors, resolving or escalating to OIMT (backup, antivirus, UPS, Security Appliance) if present
• Resolve end user support requests.
• Log services performed to be sent on a monthly basis to project office manager and OIMT Home office.

Monthly check-ups:

• Perform client software updates as instructed by OIMT. This may include but is not limited to IBM Notes Client software updates, antivirus definition and software updates and MS Office software updates.
• Perform 3^rd party software updates for all approved software.
• Remove unauthorized software as detected by OIMT monitoring tools.
• Prepare the report on monthly incidents and scheduled services performed.

Quarterly check-ups:

• Perform driver and firmware updates on client computers.
• Perform driver and firmware updates for printers.
• Correct any outstanding issues and problems
• Prepare report and send to office manager and HQ OIMT.

Other duties as needed:

• Respond to and resolve critical issues: systems failure, internet outage, work stoppage issues. Notify DAI Home Office OIMT if issues cannot be resolved in a timely manner.
• Resolve individual user hardware/software problems, working with OIMT / local service provider in resolving or providing replacements.
• Computer setup for new employees or new software installation.

Required Experience:

• Administration of Windows Client operating systems in Active Directory domain environment.
• Support of common productivity tools (Microsoft Office Suite)
• Must have English language proficiency, verbal and written

Desired Experience:

• Support or basic knowledge of IBM Notes Client Administration, and replication within WAN.
• Manage engine desktop central update management systems

Start Date - April 2020

All the CVs will be reviewed on an ongoing basis

About the Organization

DAI is an international development company. For more than 45 years, we have worked on the frontlines of international development, tackling fundamental social and economic development problems caused by inefficient markets, ineffective governance, and instability. Currently, DAI is delivering results that matter in some 80 countries. Our development solutions turn ideas into impact by bringing together fresh combinations of expertise and innovation across multiple disciplines. Our clients include international development agencies, international lending institutions, private corporations and philanthropies, and national governments.