ICT Support Engineer

Job Description

Title: ICT Support Engineer

Company Name: Shakti Foundation for Disadvantaged Women.

Vacancy: 04

Age: At most 32 years

Job Location: Anywhere in Bangladesh

Salary: Tk. 20000 - 25000 (Monthly)

Experience:

• At least 2 years
• The applicants should have experience in the following business area(s): NGO

• Bachelor of Science (BSc) in Computer Science & Engineering

• At least 2 years
• The applicants should have experience in the following business area(s): NGO

• Age At most 32 years

The Support Engineer provides end-to-end technical support to all users and branches within the assigned area through the approved ticketing system. Key responsibilities include resolving hardware, software, network, and ERP issues; managing user access and passwords; ensuring IT operational continuity; and maintaining SLA compliance. All support requests must be logged, tracked, and closed through the ticketing platform, with timely escalation to the Team Leader as needed to ensure uninterrupted IT services across the organization.

Duties and Responsibilities

1 Hardware & Technical Support

 Install, maintain, and support devices within 1 working day.

 Provide backup devices when repairs exceed 2 working days.

 Ensure vendor repair of printers; arrange replacement backups if delayed.

 Verify toner stock every 2 months.

 Ensure each region maintains adequate backup laptops.

 Ensure antivirus and MDM support for all users and devices.

2 Software & Application Support

 Provide support for all organizational software and applications.

 Ensure ERP and Shakti App support within 1 working day.

 Provide MFIS, HRIS, and BAMS support.

 Provide Office 365, Email, and Microsoft Teams support.

3 User Access Management

 Create email accounts and configure Teams for new staff.

 Disable user access for resigned staff with Head Office coordination.

 Ensure users comply with mandatory password changes every 180 days.

4 Network & Internet Management

 Coordinate with ISPs for broadband and network-related issues.

 Assist in procurement of routers, ONUs, and network converters.

 Replace faulty network devices promptly.

 Monitor internet quality and ensure uninterrupted connectivity.

5 Data & Reporting

 Submit device requirement reports within 2 days.

 Provide training on all organizational software and apps.

 Conduct field visits to provide live Shakti App training.

 Ensure antivirus and MDM compliance across all devices.

 Update branch geometric and operational data.

 Manage official WhatsApp and Teams communication groups.

6 Information Hub Management

Maintain updated records of:

 Employee details

 SIM information

 User access data

 Branch location details

 Network and broadband information

 Device and IT asset inventory

• T/A,Mobile bill,Tour allowance,Provident fund,Weekly 2 holidays,Gratuity
• Lunch Facilities: Partially Subsidize
• Salary Review: Yearly
• Festival Bonus: 3