Job Description

Title: External Freelancer of ICT support and software maintenance services

Company Name: Handicap International (humanity & Inclusion) in Bangladesh

Vacancy: 1

Age: at least 18 years

Location: Cox's Bazar (Ukhia)

Experience:
∎ 1 to 3 years
∎ The applicants should have experience in the following business area(s):IT Enabled Service, NGO, Development Agency

Published: 9 Apr 2025

Education:
∎ Bachelor of Science (BSc)
∎ Minimum Bachelor of Science (BSc) in CSE or IT or relevant subject from any recognized Institution/university.
∎ Minimum Bachelor of Science (BSc) in CSE or IT or relevant subject from any recognized Institution/university.

Requirements:

Additional Requirements:
∎ Age at least 18 years
∎ The Freelancer must have proven competences in software, hardware and networking management and support.
∎ Experience in the relevant filed with providing support to other details specification of Services;
∎ Statement that Freelancer will adhere to HI’s terms and conditions.
∎ Work experience documents with other NGO/INGO or international organization for similar type of services.
∎ Profile of IT person as follows with CV/Resume.
∎ Minimum Bachelor of Science (BSc) in CSE or IT or relevant subject from any recognized Institution/university.
∎ Minimum 1-3 years’ relevant similar experience in progressively responsible IT service or system administrator for a reputed company or individual
∎ Good Inter-personal communication skills in both Bangla and English
∎ Excellent in teamwork and networking with different stakeholders
∎ IT Ticket System Manage, Proximity Management, User support, Service Delivery, Service desk management & client support management.
∎ Capable to manage Hardware, Software & Network installation, maintenance repair & troubleshooting.
∎ IT Infrastructure, equipment, and stock management
∎ Strong technical & troubleshooting knowledge on Workstation, Laptop, Printer, Scanner, CCTV, Access Control, etc.
∎ Technical skills in installation and maintenance of IT networks
∎ Familiarity with the latest network models, ideas, and developments will be desirable.
∎ Knowledge on risk management and budget management
∎ Strong Knowledge of Network devices management like Firewall (CheckPoint, MikroTik), Router, switch, Access Point (Cambium, UniFi).
∎ Familiarity with IT Standard, IT Policy, IT rules, regulations, structure, and procedures
∎ Experience on project management tools.
∎ Experience on collaboration tools like Mail, Outlook, OneDrive, Team, Calendar, etc.
∎ Able to manage IT Skill development training.
∎ Able to manage Documentation and SOP.
∎ Based on the proposed schedule included in these Terms of Reference, the consultant should establish a work plan for the completion of the service
∎ The work plan should give a clear description of how the consultant intends to approach the activities necessary to the service’s completion.
∎ The plan should indicate the rate of progress and/or level of completion of the service, including criteria and indicators for checking that it is proceeding as planned.
∎ Weekly and Monthly report of tasks undertaken & highlight any careless handling of equipment by staff.
∎ Monthly ticket report submitted to RLM.
∎ Report Submission date: weekly basis Area Facility Manager - South at Ukhiya. And monthly report compile from weeks of the month shall be submitted at ICT Supervisor, Country office
∎ The maximum duration for this position must not exceed more than 180(one hundred & eighty) days.
∎ The person could be hired on festival holiday as per the requirement and the payment will be made as per labor laws.
∎ Such contracts can be extended after a reasonable periodic break between 1- 3 weeks prior to re-engaging them.
∎ Shall be entitled to sick leave and casual leave on a prorated basis wherever applicable as per the discretion of the organization.
∎ The payment will be made on monthly basis base of service received confirmation from Area Facility Manager - South by following Incentive Rates for Casual Worker (Skill), HI Salary Scale (basic level-1/22 days).
∎ Payment must include with all coverage and NO additional cost will be paid for transport or accommodation or any other benefits. The rate must include Tax and applicable to deduct of TAX at source as per Govt. rules.
∎ Required profile of Freelancer:
∎ The Freelancer must have proven competences in software, hardware and networking management and support.
∎ Experience in the relevant filed with providing support to other details specification of Services;
∎ Statement that Freelancer will adhere to HI’s terms and conditions.
∎ Work experience documents with other NGO/INGO or international organization for similar type of services.
∎ Profile of IT person as follows with CV/Resume.
∎ Competences and Experience of the IT person to be engaged:
∎ Educational & Experiences:
∎ Minimum Bachelor of Science (BSc) in CSE or IT or relevant subject from any recognized Institution/university.
∎ Minimum 1-3 years’ relevant similar experience in progressively responsible IT service or system administrator for a reputed company or individual
∎ Professional Skills & Knowledge on
∎ Good Inter-personal communication skills in both Bangla and English
∎ Excellent in teamwork and networking with different stakeholders
∎ IT Ticket System Manage, Proximity Management, User support, Service Delivery, Service desk management & client support management.
∎ Capable to manage Hardware, Software & Network installation, maintenance repair & troubleshooting.
∎ IT Infrastructure, equipment, and stock management
∎ Strong technical & troubleshooting knowledge on Workstation, Laptop, Printer, Scanner, CCTV, Access Control, etc.
∎ Technical skills in installation and maintenance of IT networks
∎ Familiarity with the latest network models, ideas, and developments will be desirable.
∎ Knowledge on risk management and budget management
∎ Strong Knowledge of Network devices management like Firewall (CheckPoint, MikroTik), Router, switch, Access Point (Cambium, UniFi).
∎ Familiarity with IT Standard, IT Policy, IT rules, regulations, structure, and procedures
∎ Experience on project management tools.
∎ Experience on collaboration tools like Mail, Outlook, OneDrive, Team, Calendar, etc.
∎ Able to manage IT Skill development training.
∎ Able to manage Documentation and SOP.
∎ WORK PLAN
∎ Based on the proposed schedule included in these Terms of Reference, the consultant should establish a work plan for the completion of the service
∎ The work plan should give a clear description of how the consultant intends to approach the activities necessary to the service’s completion.
∎ The plan should indicate the rate of progress and/or level of completion of the service, including criteria and indicators for checking that it is proceeding as planned.
∎ REPORT
∎ Weekly and Monthly report of tasks undertaken & highlight any careless handling of equipment by staff.
∎ Monthly ticket report submitted to RLM.
∎ Report Submission date: weekly basis Area Facility Manager - South at Ukhiya. And monthly report compile from weeks of the month shall be submitted at ICT Supervisor, Country office
∎ Administrative and technical annexes
∎ The maximum duration for this position must not exceed more than 180(one hundred & eighty) days.
∎ The person could be hired on festival holiday as per the requirement and the payment will be made as per labor laws.
∎ Such contracts can be extended after a reasonable periodic break between 1- 3 weeks prior to re-engaging them.
∎ Shall be entitled to sick leave and casual leave on a prorated basis wherever applicable as per the discretion of the organization.
∎ The payment will be made on monthly basis base of service received confirmation from Area Facility Manager - South by following Incentive Rates for Casual Worker (Skill), HI Salary Scale (basic level-1/22 days).
∎ Payment must include with all coverage and NO additional cost will be paid for transport or accommodation or any other benefits. The rate must include Tax and applicable to deduct of TAX at source as per Govt. rules.

Responsibilities & Context:
∎ Global and specific objectives: HI has field offices in Cox’s Bazar Zone, Ukhiya and Teknaf with IT equipment and software that requires routine support, maintenance and servicing. HI intends to contract an external Freelancer reporting to the Logistics Department, to offer support not limited on Computer: Desktop/Laptops, Scanners, Printers, Photocopiers, Firewall, Router, Switch, Access Point, Access Control, CCTV Devices, Storage Devices, Network device, software manage, software troubleshooting etc. The Freelancer must have proven competences in software, hardware, networking & infrastructure management and support.
∎ Performs the initial installation of individual computer and/or other IT equipment (hardware and software)
∎ Installs regular updates (OS, etc.) and ensures that the workstations are up to date.
∎ Manage helpdesk support & service including IT Ticket platform.
∎ Handles incidents on-site or remotely, related to: software, workstations, and other IT devices
∎ Conducts a preliminary analysis of incidents and resolves simple malfunctions.
∎ Identifies and suggests possible preventive solutions.
∎ If the request falls within the IT’s scope (unallocated license issue, HIRA rights management, unfixable local Office365 account problem, etc.), transfers it to the Country IT and follows up on it.
∎ Assists in familiarizing users with installed equipment and software.
∎ Manages the computer equipment connected to the network(s)
∎ Maintains inventory records & IT Pools devices.
∎ Tracks the evolution of equipment and internal procedures related to the hardware lifecycle.
∎ Optimizes workstations.
∎ Validates the feasibility of deployments, installation, and integration of new tools and hardware into the infrastructure (Firewalls, Router, Switch, Access Point, etc.)
∎ Ensures compliance with HI standards.
∎ Follows the process for validating parameter changes.
∎ Based on HI standards, provides recommendations for future developments in advance of budget preparation for the following year.
∎ Performs the initial installation & maintenance of infrastructure equipment.
∎ Creates the incident recovery plan and complies with requirements.
∎ Updates firmware of the infrastructure annually and in case of identified security vulnerabilities.
∎ Maintains the infrastructure equipment configuration, supervision and keep the file up to date.
∎ Installation, upgradation of all the operational software.
∎ Ensures software compliance with HI standards.
∎ Keep up to date security software, office applications and operating systems.
∎ Troubleshooting and managing software as per business needs
∎ The following regular maintenance services are included but not in the limit:
∎ Proximity IT Support & Service to HI Staffs.
∎ Regular monitor and keep up to date HI Standard Software
∎ Follow the IT Standard and IT Policy consultant with Country IT & Area Facility Manager -South.
∎ Workstation maintenance support and replace the defective components.
∎ Keep office network live and activate from any attack and keep policy up to date.
∎ Manage network devices like MikroTik Router, Cambium AP, PoE Switch, etc.
∎ Maintain confidentiality with IT administrative password/rights ensuring IT Standard.
∎ Remote assistance for any kind of troubleshooting through any Remote Management software.
∎ Keep users’ data backup as per IT Policy.
∎ Regular maintenance & troubleshooting of laptops/Desktops, Printer, Scanner, photocopier, network devices and keep all the devices up to date and report regular basis.
∎ Ensure Networking of Scanner & Printer and keep functional at all offices Cox, Uhkiya, Teknaf.
∎ Office Applications, Software installation, configuration and maintenance work require.
∎ Check problem of IT related equipment/hardware and fix those under his capacity and those need external service via supplier must refer with problem and solution need further. Also need to follow up time to time till work is done.
∎ Knowledge of LAN, WAN, VPN Internet Connectivity product (Switch, Router, Firewall, IP Camera, Printer, PABX, DVR, NVR) installation, configuration, cabling, and access control setup maintenance.
∎ All computer data of HI is confidential and Freelancer cannot get any access without permission from Area Facility Manager - South.
∎ All Hardware/Accessories/Licenses will be provided by HI only. Counterfeit software is prohibited by HI.
∎ HI Ukhiya Logistics department is looking for and external freelancer to support on ICT support and software maintenance services at its filed offices Cox’s bazar zone.
∎ DESCRIPTION OF THE EXPECTED SERVICE:
∎ Beneficiaries: HI staffs, HI’s IT infrastructure & IT Devices:
∎ Global and specific objectives: HI has field offices in Cox’s Bazar Zone, Ukhiya and Teknaf with IT equipment and software that requires routine support, maintenance and servicing. HI intends to contract an external Freelancer reporting to the Logistics Department, to offer support not limited on Computer: Desktop/Laptops, Scanners, Printers, Photocopiers, Firewall, Router, Switch, Access Point, Access Control, CCTV Devices, Storage Devices, Network device, software manage, software troubleshooting etc. The Freelancer must have proven competences in software, hardware, networking & infrastructure management and support.
∎ Services requested: IT equipment regular Service, Maintenance and troubleshooting when required. Regular maintenance to ensure HI’s network, data backup condition, computer, printers, network devices and other relevant existing equipment environment keeps running smoothly. All services are performed HI Cox’sbazar offices with concern with HI’s ICT Supervisor, Country office and Area Facility Manager-South and as defined in the list of work below:
∎ The Responsibilities/Missions need to follow:
∎ Mission 1: ICT Support & Service
∎ 1.1 Operational Implementation
∎ Performs the initial installation of individual computer and/or other IT equipment (hardware and software)
∎ Installs regular updates (OS, etc.) and ensures that the workstations are up to date.
∎ 1.2 Support to the users
∎
∎ Manage helpdesk support & service including IT Ticket platform.
∎ Handles incidents on-site or remotely, related to: software, workstations, and other IT devices
∎ Conducts a preliminary analysis of incidents and resolves simple malfunctions.
∎ Identifies and suggests possible preventive solutions.
∎ If the request falls within the IT’s scope (unallocated license issue, HIRA rights management, unfixable local Office365 account problem, etc.), transfers it to the Country IT and follows up on it.
∎ Assists in familiarizing users with installed equipment and software.
∎ 1.3 Asset Management
∎ Manages the computer equipment connected to the network(s)
∎ Maintains inventory records & IT Pools devices.
∎ Tracks the evolution of equipment and internal procedures related to the hardware lifecycle.
∎ Optimizes workstations.
∎ Mission 2: Administration of IT Infrastructures
∎ 2.1 Standards and Expertise
∎ Validates the feasibility of deployments, installation, and integration of new tools and hardware into the infrastructure (Firewalls, Router, Switch, Access Point, etc.)
∎ Ensures compliance with HI standards.
∎ Follows the process for validating parameter changes.
∎ Based on HI standards, provides recommendations for future developments in advance of budget preparation for the following year.
∎ 2.2 Operational Implementation & Maintenance
∎ Performs the initial installation & maintenance of infrastructure equipment.
∎ Creates the incident recovery plan and complies with requirements.
∎ Updates firmware of the infrastructure annually and in case of identified security vulnerabilities.
∎ Maintains the infrastructure equipment configuration, supervision and keep the file up to date.
∎ Mission 3: Software Maintenance services
∎ 3.1 Software management
∎ Installation, upgradation of all the operational software.
∎ Ensures software compliance with HI standards.
∎ Keep up to date security software, office applications and operating systems.
∎ Troubleshooting and managing software as per business needs
∎ The following regular maintenance services are included but not in the limit:
∎ Proximity IT Support & Service to HI Staffs.
∎ Regular monitor and keep up to date HI Standard Software
∎ Follow the IT Standard and IT Policy consultant with Country IT & Area Facility Manager -South.
∎ Workstation maintenance support and replace the defective components.
∎ Keep office network live and activate from any attack and keep policy up to date.
∎ Manage network devices like MikroTik Router, Cambium AP, PoE Switch, etc.
∎ Maintain confidentiality with IT administrative password/rights ensuring IT Standard.
∎ Remote assistance for any kind of troubleshooting through any Remote Management software.
∎ Keep users’ data backup as per IT Policy.
∎ Regular maintenance & troubleshooting of laptops/Desktops, Printer, Scanner, photocopier, network devices and keep all the devices up to date and report regular basis.
∎ Ensure Networking of Scanner & Printer and keep functional at all offices Cox, Uhkiya, Teknaf.
∎ Office Applications, Software installation, configuration and maintenance work require.
∎ Check problem of IT related equipment/hardware and fix those under his capacity and those need external service via supplier must refer with problem and solution need further. Also need to follow up time to time till work is done.
∎ Knowledge of LAN, WAN, VPN Internet Connectivity product (Switch, Router, Firewall, IP Camera, Printer, PABX, DVR, NVR) installation, configuration, cabling, and access control setup maintenance.
∎ All computer data of HI is confidential and Freelancer cannot get any access without permission from Area Facility Manager - South.
∎ All Hardware/Accessories/Licenses will be provided by HI only. Counterfeit software is prohibited by HI.

Compensation & Other Benefits:
∎ HI will not pay for any transport, accommodation, Per diem, benefits, or others.
∎ The Freelancer/ /individual must ensure a full 8.30 hours of working time (30 mints lunch break) with a reporting mechanism at the base.
∎ The Freelancer must ensure support for other offices at Teknaf, remotely regularly and when required to go physically based on the confirmation of the Log Area GS manager.
∎ For inter-office movement from Ukhiya, HI will arrange vehicle support.
∎ Place of performance:
∎ HI will not pay for any transport, accommodation, Per diem, benefits, or others.
∎ The Freelancer/ /individual must ensure a full 8.30 hours of working time (30 mints lunch break) with a reporting mechanism at the base.
∎ The Freelancer must ensure support for other offices at Teknaf, remotely regularly and when required to go physically based on the confirmation of the Log Area GS manager.
∎ For inter-office movement from Ukhiya, HI will arrange vehicle support.

Workplace:
∎ Work at office

Employment Status: Full Time

Job Location: Cox's Bazar (Ukhia)

Read Before Apply:

Read Before Apply: Special Attention: "You are cordially requested not to apply if the job location, contract duration, and other terms and conditions mentioned in the advertisement do not match your expectations." Interested candidates meeting the above requirements should apply with the latest CV and two (02) references (current/ immediate last organization's supervisor only) by Tuesday 22 March, 2025.

Only Bangladeshi national candidates are eligible to apply.

Only shortlisted candidates will be notified. Handicap International-Humanity & Inclusion is an equal opportunity employer.Qualified, potential, matched female candidates and people with disabilities are strongly encouraged to apply, and they will be preferred in cases of similar qualifications to other candidates.HI promotes and upholds the principles of equal opportunities and policies (PSEAH, Child Protection, etc.). HI has a zero-tolerance approach to any harm to or exploitation of a vulnerable adult or child by any of our staff, representatives, or partners. Recruitment for all jobs in HI includes, in particular, criminal record checks and the collection of relevant references. Safeguarding our beneficiaries is our top priority in everything we do. HI is committed to a safe workplace for everyone to grow professionally regardless of age, gender, sexual orientation, religion, nationality, or race. HI extends this commitment to equality and Do No Harm to all staff, volunteers, partners, and beneficiaries. The humanitarian principles focus on equity and inclusion, with a solid commitment to these values. A competitive candidate will uphold and implement these values in their personal and professional lives.

Any persuasion by the person by phone, email, or other means in this regard will automatically disqualify the candidate. The selected enumerator should clearly understand that all final offers of employment are contingent upon a successful reference check. The pre-employment screening will be performed for all selected applicants.

Company Information:
∎ Handicap International (humanity & Inclusion) in Bangladesh
∎ House 3/A, Road 36, Gulshan-2, Dhaka-1212, Bangladesh
∎ Business: Handicap International (HI) is an international aid organization specializing in the field of disability. Non-governmental, non-religious, non-political, and non-profit making works alongside persons with disabilities and other vulnerable groups, whatever the context, assisting and supporting them in their efforts to become self-reliant. Since its creation, the organization has set up programmes in approximately 60 countries and intervened in many emergencies. It operates as a federation made up of eight associations (Belgium, Canada, France, Germany, Luxembourg, Switzerland, the United Kingdom, and the USA) that provide human and financial resources, manage projects, and raise awareness of Handicap International`s actions and campaigns.

Handicap International-Humanity & Inclusion (HI) has been working in Bangladesh since 1997, focusing on creating sustainable changes to ensure the rights and inclusion of people with disabilities in society. HI is an independent and impartial aid organization working in Bangladesh in poverty, exclusion, conflict, and disaster situations. With projects in different districts of the country, HI works not only with people with disabilities and other vulnerable populations but also with their families, their communities, and local humanitarian actors to respond to their essential needs, improve their living conditions, promote respect for their dignity and fundamental rights, and provide sustainability in its action. As one of the key organizations in the disability sector, HI has a wide range of projects that assist in promoting the inclusion of persons with disabilities and their issues in emergency and development contexts, building the capacities of local stakeholders, and reducing the impact of natural and human-made disasters. Particularly in Cox`s Bazar district, HI is providing services in rehabilitation, MH/PSS, SRH, protection, and inclusive education with an inclusion mainstreaming approach to refugees and host populations affected by the forcibly displaced undocumented Myanmar nationals. HI`s multi-sectoral mobile units (MU) and static method are currently working in 15 camps located in both Teknaf and Ukhiya Upazilas and surrounding host areas, providing comprehensive services in physical rehabilitation, primary health care, protection, and MHPSS. HI is currently implementing a development and humanitarian response project in Kurigram and Cox`s Bazar district through 3 project offices (Kurigram, Ukhiya, and Teknaf) and 2 coordination offices (Dhaka and Cox Bazar). Operational Thematic: Livelihood, Health and Rehabilitation, Protection, Inclusion, Education, and Atlas Logistics.

Presently, HI Bangladesh is implementing projects on integrating disability in community-based disaster risk reduction and response; economic empowerment of extremely poor persons with disabilities; mainstreaming disability in livelihood interventions; support to refugees and surrounding communities, capacity building of professional associations; and support to disabled people`s organizations, among others.

Address::
∎ House 3/A, Road 36, Gulshan-2, Dhaka-1212, Bangladesh
∎ Business: Handicap International (HI) is an international aid organization specializing in the field of disability. Non-governmental, non-religious, non-political, and non-profit making works alongside persons with disabilities and other vulnerable groups, whatever the context, assisting and supporting them in their efforts to become self-reliant. Since its creation, the organization has set up programmes in approximately 60 countries and intervened in many emergencies. It operates as a federation made up of eight associations (Belgium, Canada, France, Germany, Luxembourg, Switzerland, the United Kingdom, and the USA) that provide human and financial resources, manage projects, and raise awareness of Handicap International`s actions and campaigns.Handicap International-Humanity & Inclusion (HI) has been working in Bangladesh since 1997, focusing on creating sustainable changes to ensure the rights and inclusion of people with disabilities in society. HI is an independent and impartial aid organization working in Bangladesh in poverty, exclusion, conflict, and disaster situations. With projects in different districts of the country, HI works not only with people with disabilities and other vulnerable populations but also with their families, their communities, and local humanitarian actors to respond to their essential needs, improve their living conditions, promote respect for their dignity and fundamental rights, and provide sustainability in its action. As one of the key organizations in the disability sector, HI has a wide range of projects that assist in promoting the inclusion of persons with disabilities and their issues in emergency and development contexts, building the capacities of local stakeholders, and reducing the impact of natural and human-made disasters. Particularly in Cox`s Bazar district, HI is providing services in rehabilitation, MH/PSS, SRH, protection, and inclusive education with an inclusion mainstreaming approach to refugees and host populations affected by the forcibly displaced undocumented Myanmar nationals. HI`s multi-sectoral mobile units (MU) and static method are currently working in 15 camps located in both Teknaf and Ukhiya Upazilas and surrounding host areas, providing comprehensive services in physical rehabilitation, primary health care, protection, and MHPSS. HI is currently implementing a development and humanitarian response project in Kurigram and Cox`s Bazar district through 3 project offices (Kurigram, Ukhiya, and Teknaf) and 2 coordination offices (Dhaka and Cox Bazar). Operational Thematic: Livelihood, Health and Rehabilitation, Protection, Inclusion, Education, and Atlas Logistics.Presently, HI Bangladesh is implementing projects on integrating disability in community-based disaster risk reduction and response; economic empowerment of extremely poor persons with disabilities; mainstreaming disability in livelihood interventions; support to refugees and surrounding communities, capacity building of professional associations; and support to disabled people`s organizations, among others.

Application Deadline: 22 Apr 2025

Category: IT/Telecommunication