Local IT Support Consultant–D2D App
Position Circumstances
- Career Category: Computer - General, Computer - Networking, Computer - Programming
- Schedule:Part-time
- Salary: Based on Experience
Place of Work: Remote support, with occasional in-person support if required
Reports to: Program Assistant, with overall oversight from Program Manager
Reporting to position: None
Staff supervision None
Travel Expectations: occasional in-person travel to provinces in Cambodia
Overall Purpose of the Consultancy
The Local IT Support Consultant will provide part-time, remote, day-to-day technical support to Seva Cambodia’s Program Assistant and Community Field Workers during the first three months of D2D app implementation. The consultant will help resolve common user issues, provide practical guidance, support data entry and synchronization, document recurring problems, and coordinate with SCEH and V3M for higher-level technical support when needed.
The consultant will also support coordination between SCEH/V3M, and the selected cloud service provider to help ensure that data generated from the app are securely stored, properly synchronized, and well documented.
The role is intended to ensure that Community Field Workers are able to use the D2D app confidently, correctly, and consistently in their daily screening work.
Duties & Responsibilities:
- Daily Remote IT Support to Community Field Workers
- Provide remote technical support to the Program Assistant and Community Field Workers on a daily basis during the consultancy period.
- Be available and accessible on a need-based basis from Monday to Friday, between 8:00 a.m. and 5:00 p.m., to provide support through phone, Telegram/WhatsApp, email, or other agreed communication channels. While support may be requested at any time during these working hours, the total time required is not expected to exceed four hours per day during the first month and three hours per day during the second and third months.
- Respond to day-to-day issues related to app login, user access, data entry, patient registration, screening records, referrals, report access, synchronization, device settings, connectivity, and other common user challenges.
- Provide clear, step-by-step guidance to field workers who may not be technically confident.
- Support the Program Assistant in responding to questions and problems raised by field workers during active screening days.
- When necessary and agreed in advance, provide occasional in-person support during key training, launch, or field implementation activities.
- Troubleshooting and Issue Resolution
- Identify whether reported problems are related to user error, device settings, internet connectivity, data synchronization, app configuration, cloud connection, or software bugs.
- Resolve simple and routine issues directly where possible.
- Guide users remotely to check internet connection, app updates, permissions, storage, login credentials, synchronization status, and other basic device or app settings.
- Escalate unresolved or system-level issues to SCEH, V3M, Seva IT team, and/or the cloud service provider, as appropriate, with clear documentation.
- Follow up on escalated issues until they are resolved or until further guidance is provided by the relevant technical team.
- Support to Program Assistant
- Serve as the first technical support contact for the Program Assistant who is overseeing the D2D app implementation.
- Provide regular technical guidance to the Program Assistant so that they can better support field workers.
- Help the Program Assistant monitor common user challenges, app use, data synchronization, cloud storage connection issues, and unresolved technical matters.
- Assist the Program Assistant in preparing simple updates for the Seva Cambodia management team when required.
- Data Entry, Synchronization, Cloud Storage, and Reporting Support
- Support the Program Assistant and field workers in checking whether data have been properly saved, synchronized, and transmitted to the appropriate storage system.
- Support coordination with SCEH/V3M, and the selected cloud service provider to help ensure a seamless connection between the D2D app and cloud storage.
- Monitor and report any issues related to data upload, synchronization delays, failed transfers, missing records, duplicate entries, or inconsistencies between the app and cloud storage.
- Help verify that data generated from the app are securely stored, backed up, and accessible to authorized users according to Seva’s data management requirements.
- Support documentation of any data security or access-related issues and actions taken. Support communication between field users and technical teams by translating field-level problems into clear technical explanations.
Expected Profile of Candidates
Languages:
- English - Good is required
- Khmer - Fluent is required
Qualifications:
- Bachelor's Degree in In Information Technology, Computer Science, Management Information Systems, or a related field.
Work History:
- Practical experience in IT support, mobile application support, helpdesk support, cloud-based system support, or digital data collection support. for 2 to 3 years as a minimum
Skills & Knowledge:
General & Technical Skills
- Experience supporting users with limited technical skills, preferably in health, NGO, community development, or field-based settings.
- Good understanding of Android smartphones or tablets, mobile applications, internet connectivity, app installation, data synchronization, cloud storage, basic data backup, and basic troubleshooting.
- Basic understanding of data security, user access control, confidentiality, and responsible handling of personal or patient data.
- Good documentation and follow-up skills.
- Fluency in Khmer is required. A good command of English, with the ability to understand and communicate effectively in both spoken and written English, is required.
Soft Skills
- Values, including equity, inclusion, respect, and non-discrimination.
