JOB SUMMARY

Reporting to the UPHIA Data Systems and Health Informatics Officer in Kampala the Field ICT Support Specialist will provide technical support to field teams in ensuring the smooth operation of data collection activities. Undertaking regular domestic travel throughout Uganda, the position bearer will carry on a core mandate to effectively set up, maintain, troubleshoot, and support tablets and CSPro software, to ensure smooth operations of data collection activities.

KEY TASKS AND RESPONSIBILITIES

Technical Support and Troubleshooting

• Provide timely on-site and remote technical support to field teams in resolving hardware, software, and connectivity issues.
• Diagnoses and troubleshoot problems in the tablets and CSPro software during data collection.
• Ensure that all technical issues are resolved in the shortest time to avoid data loss or corruption.

Device Setup and Management

• Deploy and configure the Device Management Software
• Configure and deploy tablets for field staff to ensure that CSPro and other applications are installed correctly.
• Maintain the quality control tools for survey standards.
• Oversee and keep track of tablets and accessories and their replacements/repairs

Software Management

• Installation of CSPro, update, and troubleshoot
• Assist and guide the field teams in the use of CSPro, such as entry, synchronization, etc.
• Work together with the software development team to solve bugs and improve the software.

Capacity Building and Training

• Training field staff in using tablets and CSPro.
• Create user guides, FAQs, and quick reference materials to support field teams.
• Conduct refresher training sessions as necessary to fill knowledge gaps.

Data Synchronization and Connectivity

• Ensure all devices are fitted with functional network connectivity, such as Wi-Fi and mobile data.
• Support field teams in synchronizing data they collect to central servers.
• Monitor data transmission logs to identify and resolve synchronization issues.

Reporting and Documentation

• Keep detailed records of support activities, including issue logs, resolutions, and escalations.
• Produce routine reports on device status, software performance, and field support activities.
• Document best practices/lessons learned for future ICT support initiatives.

Compliance and Security

• Ensure that all devices are used in compliance with data security protocols for encryption and secure storage of tablets.
• Monitor for and report any security breaches or risks during field operations.
• Collaborate with the Data Systems and Health Informatics Officer to implement security updates and patches.

EDUCATIONAL & TECHNICAL REQUIREMENTS OF THE JOB

To deliver the Field ICT Support Specialist Job satisfactorily, the incumbent should have the following:

Educational Qualifications

Diploma or Bachelor’s degree in Information Technology, Computer Science, or a related field.

Preferred Qualifications

• Certification in IT support, such as CompTIA A+, ITIL.
• Experience in survey or data collection projects in health or development sectors.
• Basic knowledge of scripting or automation for device management.

Experience and Other Skills

• At least 2 years of experience in ICT support, preferably in a field-based or data collection environment.
• Hands-on experience with mobile devices, including configuration and troubleshooting.
• Familiarity with CSPro or similar data collection platforms is highly desirable.
• Strong troubleshooting and problem-solving skills in both hardware and software problems.
• Proficiency in working with Android OS and mobile device management.
• Knowledge of network connectivity (Wi-Fi, mobile data, VPNs).
• Excellent communication and interpersonal skills to support and train effectively.
• Ability to work independently in remote and challenging environments.

Travel requirements

Regular domestic travel throughout Uganda to support data collection.