IT Contractor at Nutrition International

Nutrition International (formerly the Micronutrient Initiative) is passionate about tackling one of the world’s greatest health issues: malnutrition. Recognized as global experts, we work around the world to create effective and sustainable solutions for hidden hunger. Nutrition International has headquarters in Ottawa, Canada and regional offices in New Delhi, India to oversee Asian operations and in Nairobi, Kenya to oversee African operations. Nutrition International is a not-for-profit organization governed by a dedicated international Board of Directors and led by an internationally recognized team of technical experts, program designers, advocates, analysts, evaluators, implementers, educators, resource managers and nutrition champions.

Overall Purpose / Broad Function

The outsourced IT service provider is responsible for the effective and efficient support of staff (currently<11) in its Nigeria office by ensuring the proper usage and stewardship of desktops, laptops, printers,
network devices, software and any other IT-related equipment. The provider will be responsible for the implementation of upgrades, updates as designed by NI IT MSP, and staff. The provider will also be ensuring routine maintenances both corrective and preventive, the troubleshooting of malfunctioning software and hardware as well as providing to end-users training as required. The IT provider will advise the NI Nigeria office staff about all required improvements in the NI systems as well as supporting the Nigeria Finance Officer on the inventory and renewal of various licenses and IT equipment

Requested Services and Tasks

• The provider will have internal technical capacities to escalate any technical challenges within its own structure to find proper solutions. The IT Engineer/specialist should remain reachable for emergency purposes at any moment during business hours (8:30 AM to 05:00 PM) during the week.
• Responsibilities include the followings tasks and services but not limited to:
• Support NI staff on all encountered IT challenges in the usage of its IT systems.
• Assist during the processes of onboarding and off-boarding of NI staff.
• Support NI Nigeria staff as the first point of contact in resolving hardware and software  issues and escalate issue to Regional IT Officer, Africa as required.
• Setup and configure all new and replacement laptops, desktops, smartphones, and printers for NI staff.
• Liaise with other external service providers to troubleshoot any problems related to the internet, telephone system, the fax and the electric systems.
• Assist in the tracking of NI Nigeria IT assets (hardware and software) in both inventory and lifecycle purposes.
• On a quarterly basis test and evaluate the NI backup systems including:
  • Data disaster/ recovery systems.
  • Electrical backup systems.
• Ensure all operating systems clients and servers’ (where available) updates are applied correctly.
• Ensure all antivirus and other anti-malware programs are up to date and active in all computer
• Coach staff in using hardware and software more effectively and efficiently including ensuring new staff are briefed on the use of the NI’s IT systems.
• On a quarterly basis, clean and blow out dust of IT equipment such as monitors, desktops, laptops, keyboards, electric backup systems.
• Work closely with Regional IT Officer, Africa to apply any requested modification in the NI Nigeria IT network or equipment.
• Ensure that server room equipment remains secure as well as NI Nigeria network.
• Follow-up to ensure that the warranties are applied and privileged where a repair is required.
• Follow-up to ensure that licenses are applied for operating systems, antivirus
• systems and other software as well as Cisco SMARTnets are renewed in time.
• Ensure Security groups are applied to shared files on the servers and other network drives.
• Ensure each staff has his/her OneDrive setup as required so that backups are including users’ files in the daily backup jobs.
• Ensure security is applied on the wired and wireless networks including (corporate and guest Wi-Fis)
• Track laptop warranties and report expired warranties for renewal or disposal.
• Keep a detailed record of all issues he deals with at the NI office

Visit Hours

The outsourced IT service provider will provide a qualified IT Engineer/Specialist into NI office 2 days per week on Monday and Thursday excluding National holidays) at a minimum of 3 hours per day in order to respond to NI needs. The specialist may also come on call basis for any other related services.as per details found on section 1.7.

Inventory of IT equipment

Below is a list of equipment used by the NI Nigeria Office but not limited to

Nigeria Office – 14 Staff

Quantity	Type	Make/Mode
3	Cisco Meraki	Meraki MR36 802
1	Switch	HPE 1920 48 Port POE
1	UPS	APC Smart UPS 1000 1440VA
1	Multifunction Printer	HP Enterprise
14	Laptops	HP ProBooks / Lenovo X1 Carbon
2	Over head projectors
1	OWL conferencing equipment
13	Voice access points
14	Tokens

Scope of work (services)

All tasks and services performed by the outsourced IT service provider will be within NI Nigeria office. Troubleshooting and implementations affecting the Servers and the network should be performed upon NI Ottawa’s approval. The outsourced IT service provider will work closely with NI Africa Regional Officer who will advise about what modifications are required within the network and when these modifications are required. The outsourced IT service provider should ensure about the compliancy of NI Nigeria IT network when integrated within the global NI IT network

 

Severity levels and SLAs

Nutrition International has defined three (03) levels of severities defined as below and invite outsourced IT service providers to propose the response time and resolution time in a form of Service Level Agreement according to the below matrix.

Duration of assignment

The duration of the contract for this assignment is anticipated to run for a period of twelve (12) months

Severity level	Definition of the severity level	Maximum response time	Maximum Resolution time
Severity level 1	An error with respect to a Business  Critical System where more than one End User is affected and there is no reasonable workaround	30 Minute	2 Hours
Severity level 2	An error with respect to a Non-Business  Critical   System where   one user is affected and there is no reasonable  workaround	30 Minutes	4 Hours
Severity level 3	A Service Request that is not a Severity 1 or 2. Examples of a Severity 3 include, without   limitation,   installation   of   new desktop,   printing   problems   where   a temporary workaround has been put in place, or installation of supported software for a single End Use	30 Minutes	01 Business day

The duration of the contract for this assignment is anticipated to run for a period of twelve (12) months commencing on the date of signing the contract. The renewal of the contract will be subject to a
performance evaluation upon each year of service.

Expertise

The proposals must include details with respect to the technical capabilities and certifications ofkey staff who will be assigned to this contract, including onsite staff and senior technicalresources.

 Assigned technician.

The service provider is limited to at most 3 technician changes in a year and must always inform NI prior to give 1 month notice to provide room for handover. NI reserves the right to accept assigned technician depending on assessment on his/her readiness and qualifications

Method of Application

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