Context of the position:

SOS Children’s Villages Rwanda is an independent, non-governmental social development & child-focused organization. The Organization supports vulnerable children and young people in four locations of Kigali, Gicumbi, Kayonza and Nyamagabe. SOS Rwanda applies a holistic approach to childcare ensuring that the best interest of the child is catered for. SOS Children’s Villages Rwanda therefore seeks to recruit one (1) ICT Administrator to support ICT operations across the program area

JOB PURPOSE:

The position supports ICT operations across the program area in accordance with established ICT policies, procedures, and standards. The ICT Administrator is responsible for planning, implementing, maintaining, and securing the organization's information and communication technology (ICT) infrastructure. The role ensures the availability, reliability, and security of ICT systems, networks, hardware, software, and user support services to enable efficient organizational operation

Main responsibilities and key performance areas:

The position holder will therefore be responsible for the following tasks:

ICT Infrastructure and Systems Maintenance

• Maintain and support all ICT hardware at the Program Area — desktops, laptops, printers, scanners, projectors, and peripherals.
• Manage the Program Area LAN/WAN — including switches, routers, Wi-Fi access points, and internet connectivity.
• Administer servers (Windows Server/Linux) — including user account management, file storage, backup systems, and performance monitoring.
• Manage Active Directory — including user creation, group management, permissions, and Group Policy Objects (GPOs).
• Ensure all systems are regularly updated — applying security patches, firmware updates, and software upgrades.
• Maintain a comprehensive ICT asset register for all equipment at the Program Area.

User Support and Help Desk

• Serve as the primary point of contact for all ICT support requests at the Program Area — logging, prioritising, and resolving issues in a timely and professional manner.
• Provide application support for Office 365, email clients, ERP systems, HRIS, and other organisational tools.
• Troubleshoot hardware and software problems — including diagnosis, repair, and escalation where necessary.
• Support new staff onboarding — setting up workstations, accounts, email, and access to required systems.
• Liaise with external ICT service providers and vendors for repairs, warranties, and escalated technical issues.

Cybersecurity and Data Protection

• Implement and maintain cybersecurity measures — including antivirus software, firewall management, access controls, and safe configuration standards.
• Ensure staff awareness of cybersecurity best practices — password management, phishing awareness, and safe internet use.
• Support compliance with SOS-KDI data protection rules and Rwanda data protection regulations — protecting the privacy of child and family records.
• Monitor network activity for suspicious behaviour and escalate security incidents to the Senior ICT Manager.
• Maintain regular, tested data backups — ensuring recovery is possible in the event of data loss.

Digital Tools Support

• Support the rollout of new digital tools and systems — assisting staff with installation, configuration, and initial training.
• Deliver basic ICT training to National Office staff — covering productivity tools, safe use of systems, and key digital workflows.
• Support the Senior ICT Manager in implementing the organisation's digitalisation agenda.
• Assist in testing new applications and systems before organisational rollout.

Documentation and Reporting

• Maintain up-to-date ICT documentation — network diagrams, system configurations, asset records, and support logs.
• Prepare regular ICT support reports — summarising issues resolved, pending requests, and system performance.
• Contribute to the ICT team's monthly and quarterly reporting to the Senior ICT Manager.

Vendor and Service Management

• Where possible Liaise with internet service providers, software vendors, and ICT service providers.
• Monitor service level agreements (SLAs).
• Evaluate vendor performance.
• Coordinate ICT maintenance contracts.

Documentation and Reporting

• Maintain documentation on ICT infrastructure, network diagrams, licenses, and system configurations.
• Prepare periodic ICT performance and security reports.
• Document incidents and corrective actions

Main clients:

Internal

• Head of Program Area
• Snr Manager ICT and other Managers
• All staff at the Program Area

External:

• ICT vendors and service providers
• Internet Service Providers (ISPs)
• Software vendors
• Managed service providers
• External auditors and ICT consultants

Preferred personal attributes

• Passionate about childcare and development
• Punctuality and assiduity
• Knowledge of child rights and child development issues
• Good standards of conduct and ethics as well as integrity, appropriate judgment, independence and confidentiality
• Personal organization and planning skills; ability to organize and prioritize
• Capable of a rigorous analytical approach and result oriented.
• Ability to place details in a wider context (understanding the broader context).
• Flexible, resilient and able to manage stress.
• Team spirit

Technical Skills and Competencies

• Hardware troubleshooting across laptops, desktops, printers, and peripherals.
• Networking fundamentals — LAN/WAN, DHCP, DNS, TCP/IP.
• Active Directory administration — users, groups, GPOs.
• Application support — Office 365, email clients, ERP systems, productivity tools.
• Cybersecurity basics — antivirus, safe configuration, access control, data backup.
• IT documentation and asset management.
• Customer-oriented, patient, and responsive in support interactions.
• Fluent English and Kinyarwanda; French is an advantage.
• Commitment to SOS Children's Villages values and child safeguarding.

Behavioural Competencies

• Strong analytical and problem-solving skills.
• Customer service orientation.
• High level of integrity and confidentiality.
• Excellent communication and interpersonal skills.
• Planning and organizational skills.
• Ability to prioritize multiple tasks.
• Teamwork and collaboration.
• Adaptability and continuous learning.
• Attention to detail.

Formal qualifications

• Bachelor’s degree in information technology, Computer Science, Information Systems, Software Engineering, or a related field.
• Professional certifications such as Microsoft Certified, Cisco CCNA, CompTIA Network+, CompTIA Security+, ITIL Foundation, Azure Administrator, or equivalent are an added advantage.

Experience requirements

• Minimum of 3–5 years of progressively responsible experience in ICT administration, systems administration, or network management.
• Experience supporting Microsoft 365, Windows Server, virtualization, cloud services, and enterprise networking.
• Experience implementing cybersecurity controls and ICT support in a multi-site environment is desirable.
• Demonstrated experience in ICT4D within development, humanitarian, or low-resource settings is added advantage

• Maintain and support all ICT hardware at the Program Area — desktops, laptops, printers, scanners, projectors, and peripherals.
• Manage the Program Area LAN/WAN — including switches, routers, Wi-Fi access points, and internet connectivity.
• Administer servers (Windows Server/Linux) — including user account management, file storage, backup systems, and performance monitoring.
• Manage Active Directory — including user creation, group management, permissions, and Group Policy Objects (GPOs).
• Ensure all systems are regularly updated — applying security patches, firmware updates, and software upgrades.
• Maintain a comprehensive ICT asset register for all equipment at the Program Area.
• Serve as the primary point of contact for all ICT support requests at the Program Area — logging, prioritising, and resolving issues in a timely and professional manner.
• Provide application support for Office 365, email clients, ERP systems, HRIS, and other organisational tools.
• Troubleshoot hardware and software problems — including diagnosis, repair, and escalation where necessary.
• Support new staff onboarding — setting up workstations, accounts, email, and access to required systems.
• Liaise with external ICT service providers and vendors for repairs, warranties, and escalated technical issues.
• Implement and maintain cybersecurity measures — including antivirus software, firewall management, access controls, and safe configuration standards.
• Ensure staff awareness of cybersecurity best practices — password management, phishing awareness, and safe internet use.
• Support compliance with SOS-KDI data protection rules and Rwanda data protection regulations — protecting the privacy of child and family records.
• Monitor network activity for suspicious behaviour and escalate security incidents to the Senior ICT Manager.
• Maintain regular, tested data backups — ensuring recovery is possible in the event of data loss.
• Support the rollout of new digital tools and systems — assisting staff with installation, configuration, and initial training.
• Deliver basic ICT training to National Office staff — covering productivity tools, safe use of systems, and key digital workflows.
• Support the Senior ICT Manager in implementing the organisation's digitalisation agenda.
• Assist in testing new applications and systems before organisational rollout.
• Maintain up-to-date ICT documentation — network diagrams, system configurations, asset records, and support logs.
• Prepare regular ICT support reports — summarising issues resolved, pending requests, and system performance.
• Contribute to the ICT team's monthly and quarterly reporting to the Senior ICT Manager.
• Where possible Liaise with internet service providers, software vendors, and ICT service providers.
• Monitor service level agreements (SLAs).
• Evaluate vendor performance.
• Coordinate ICT maintenance contracts.
• Maintain documentation on ICT infrastructure, network diagrams, licenses, and system configurations.
• Prepare periodic ICT performance and security reports.
• Document incidents and corrective actions

• Hardware troubleshooting across laptops, desktops, printers, and peripherals.
• Networking fundamentals — LAN/WAN, DHCP, DNS, TCP/IP.
• Active Directory administration — users, groups, GPOs.
• Application support — Office 365, email clients, ERP systems, productivity tools.
• Cybersecurity basics — antivirus, safe configuration, access control, data backup.
• IT documentation and asset management.
• Customer-oriented, patient, and responsive in support interactions.
• Fluent English and Kinyarwanda; French is an advantage.
• Commitment to SOS Children's Villages values and child safeguarding.
• Strong analytical and problem-solving skills.
• Customer service orientation.
• High level of integrity and confidentiality.
• Excellent communication and interpersonal skills.
• Planning and organizational skills.
• Ability to prioritize multiple tasks.
• Teamwork and collaboration.
• Adaptability and continuous learning.
• Attention to detail.

• Bachelor’s degree in information technology, Computer Science, Information Systems, Software Engineering, or a related field.
• Professional certifications such as Microsoft Certified, Cisco CCNA, CompTIA Network+, CompTIA Security+, ITIL Foundation, Azure Administrator, or equivalent are an added advantage.