ThaiNGO

POSITION DESCRIPTION

1. ABOUT MEKONG INSTITUTE

Mekong Institute (MI) is an intergovernmental organization owned and governed by the six Greater Mekong Subregion (GMS) member countries: Cambodia, China, Lao PDR, Myanmar, Thailand and Viet Nam.  As a regional platform for cooperation, MI strengthens institutional and human capacities, convenes policy dialogue, facilitates knowledge exchange, and mobilizes strategic partnerships to advance regional integration and sustainable development.

Guided by its Strategic Plan 2026-2030, MI adopts an integrated, programmatic and partnership-driven approach to addressing shared cross-border challenges and generating regional public value. Through a nexus approach, MI connects economic transformation, resilient sectoral systems, cross-sector collaboration, and institutional strengthening to translate regional priorities into practical actions, evidence-informed policies, and scalable solutions that contribute to a more resilient, inclusive and prosperous Greater Mekong

2. ROLE OF Information Technology (IT)

The IT is responsible for furnishing comprehensive IT services, encompassing technical guidance, support, and troubleshooting for all software and hardware issues encountered by MI staff and program participants. Core responsibilities include security and privacy management, backup and restore procedures, MI Wi-Fi network administration, data protection, password security, MI website maintenance, development applications, purchasing, IT innovation, cloud-based management, budgeting, and organizational reporting. The unit also ensures the availability and proper functioning of all essential audiovisual equipment for MI events and daily operations.

3. POSITION OVERVIEW

Reporting to the Director of Finance and Operations and working daily tasks with IT Officer, the IT Assistant provides comprehensive IT and audiovisual services, including support for training courses and virtual/hybrid events, maintaining and setting up printers and copiers, and assisting with IT help desk queries. Responsibilities encompass ensuring equipment availability, conducting maintenance checks, managing software accounts, coordinating external IT services, managing shared folders and email accounts, and supporting Communications, Knowledge Management, and Partnership Division activities. Additional tasks include website maintenance, technical support for Alumni and E-Learning initiatives, photo editing assistance, and payment documentation. Ad-hoc support is provided as needed.

4. KEY DELIVERABLES

• Deliver IT and audiovisual support services for conference rooms, training programs, meetings, and organizational events.
• Provide technical support for virtual, online, and hybrid events, including live production and event technology management.
• Manage and maintain printers, photocopiers, and related office equipment to ensure operational reliability.
• Support IT Help Desk operations by handling service requests, troubleshooting technical issues, and preparing and configuring IT equipment.
• Provide IT support to the Communications, Knowledge Management, and Partnership Division.
• Administer Microsoft 365 services, including user accounts, distribution groups, shared mailboxes, and license management.
• Maintain accurate IT asset inventory, records, and technical documentation.
• Manage software licenses, monthly service subscriptions, and vendor relationships to ensure compliance and cost-effective service delivery.

5. MAIN RESPONSIBILITIES AND TASKS

5.1 Computer and Endpoint Device Management

• Maintain an accurate and up-to-date inventory of IT assets, including computers, laptops, monitors, peripherals, and accessories.
• Procure, prepare, configure, deploy, and replace computer equipment in accordance with organizational standards.
• Perform operating system installation, software deployment, patch management, system upgrades, and antivirus configuration.
• Configure user profiles, email accounts, shared folders, network drives, printers, and access permissions.
• Troubleshoot and resolve hardware, software, operating system, and connectivity issues.
• Conduct preventive maintenance and semi-annual hardware inspections using standardized maintenance checklists.
• Monitor device performance and recommend upgrades or replacements when required.
• Ensure compliance with organizational IT policies, security standards, and asset management procedures.
• Maintain equipment warranty records and coordinate repair or replacement with vendors.

5.2 IT Help Desk and Technical Support

• Serve as the first point of contact for IT support requests from MI staff, consultants, interns, and project personnel.
• Receive, record, prioritize, track, and resolve IT incidents and service requests in accordance with established service standards.
• Provide technical support for computers, printers, scanners, mobile devices, software applications, email systems, and network connectivity.
• Deliver on-site and remote technical support to users within the MI office and at external venues as required.
• Diagnose technical issues, identify root causes, and implement appropriate solutions in a timely manner.
• Set up, configure, maintain, and troubleshoot IP telephony and communications systems.
• Maintain service request records and prepare periodic reports on support activities and recurring issues.
• Develop user guides and provide basic IT orientation and training to staff when necessary.

5.3 Microsoft 365 and Collaboration Platform Administration

• Create, modify, and deactivate Microsoft 365 accounts in accordance with staff onboarding, transfer, and offboarding procedures.
• Administer Exchange Online, Outlook, Teams, SharePoint, OneDrive, Forms, and other Microsoft 365 services.
• Manage distribution groups, security groups, shared mailboxes, mailing lists, and departmental collaboration spaces.
• Configure and maintain user access permissions while ensuring compliance with information security requirements.
• Assign, monitor, and optimize Microsoft 365 licenses and subscriptions; coordinate renewals with service providers.
• Support users with Microsoft 365 applications and collaboration tools.
• Monitor Microsoft 365 service usage and recommend improvements to enhance productivity and collaboration.
• Manage Zoom accounts and services, including webinar registration, event setup, interpreter channels, subscription renewals, and user support.

5.4 Printer, Copier, and Scanner Management

• Install, configure, maintain, monitor, and troubleshoot printers and multifunction devices, including print and scan configuration, user access permissions, and monitoring toner levels and consumables for timely replacement.
• Administer and manage printing and imaging services, including configuring printers and multifunction devices, creating and managing printing codes for projects, departments, and events, and maintaining service and equipment records.
• Coordinate with the printer service provider for preventive maintenance, repairs, warranty claims, equipment servicing, and monthly service reporting and billing, including processing related payments.

5.5 Audiovisual, Meeting Room, and Event Technology Support

• Ensure conference rooms, training facilities, and event venues are equipped with fully functional audiovisual systems and supporting technology.
• Set up, test, operate, and dismantle laptops, projectors, LED displays, sound systems, microphones, video conferencing equipment, and interpretation systems.
• Provide technical support for meetings, workshops, conferences, training programs, webinars, virtual events, and hybrid events.
• Troubleshoot audiovisual, presentation, and connectivity issues before and during events.
• Coordinate event technology requirements with internal teams, facilitators, vendors, and partners.
• Develop and maintain standard operating procedures and user manuals for conference room and audiovisual equipment.
• Manage recording equipment and maintain cloud-based storage repositories for event recordings and multimedia files.
• Support live streaming, video conferencing, online production services, and hybrid event delivery.
• Assist the Communications, Knowledge Management, and Partnership Division with video productions, photography sessions, livestreaming, multimedia equipment setup, and post-production activities.
• Support basic photo, video, and multimedia editing activities as requested.

5.6 Network, Internet, and Vendor Management

• Support the monitoring and maintenance of LAN, Wi-Fi, internet connectivity, and basic network infrastructure.
• Coordinate with internet service providers and external IT vendors to address service disruptions and technical issues.
• Monitor and manage subscriptions for internet services, cloud services, software applications, and technology-related contracts.
• Coordinate renewals and ensure timely processing of service agreements, subscriptions, and licenses.
• Maintain updated records of vendors, contractors, service providers, warranties, and maintenance contracts.
• Assist in evaluating vendor performance and obtaining quotations for IT-related procurement.
• Support procurement processes for IT equipment, software, and technology services.
• Maintain accurate documentation of service agreements, payments, and vendor communications.

5.7 IT Security, Documentation, and Compliance

• Support the implementation of organizational IT security policies, procedures, and best practices.
• Monitor antivirus protection, endpoint security, software updates, and patch management activities.
• Assist in data backup and recovery activities using approved cloud and local storage solutions.
• Maintain IT documentation, asset registers, network diagrams, operating procedures, and user manuals.
• Ensure confidentiality, integrity, and security of organizational information and technology assets.
• Participate in IT audits, inventory verification exercises, and compliance reviews as required.

5.8 General and Ad-Hoc Responsibilities

• Provide technical and operational support to the Communications, Knowledge Management, and Partnership Division and other organizational units.
• Assist supervisors and management with special projects, initiatives, and assignments related to information technology and digital services.
• Participate in organizational events, training programs, and activities requiring IT support.
• Perform other duties and responsibilities as assigned by the supervisor to support organizational objectives.

6. REQUIRED QUALIFICATIONS, SKILLS, AND EXPERIENCE

Essential Requirements

• Bachelor’s degree in information technology, Computer Science, Information Systems, Computer Engineering, or a related field.
• Minimum one (1) year of relevant professional experience in IT support, systems administration, help desk operations, or a related role.
• Demonstrated experience in troubleshooting computer hardware, software, operating systems, and peripheral devices.
• Proven experience providing user support and technical assistance in an organizational environment.
• Working knowledge of Microsoft 365 administration, including Exchange Online, Teams, SharePoint, OneDrive, user account management, and licensing.
• Experience managing collaboration and virtual meeting platforms such as Zoom and Microsoft Teams.
• Knowledge of cloud storage and backup solutions, including OneDrive, SharePoint, and Dropbox.
• Familiarity with network administration principles, including LAN, Wi-Fi, internet connectivity, VPNs, and basic network troubleshooting.
• Experience in configuring, maintaining, and troubleshooting printers, scanners, photocopiers, and multifunction devices.
• Experience supporting audiovisual systems, video conferencing technologies, and hybrid event environments is highly desirable.
• Understanding of IT asset management, software licensing, and vendor coordination.
• Knowledge of cybersecurity best practices, endpoint protection, data backup, and information security principles.
• Strong analytical, problem-solving, and troubleshooting skills.
• Excellent organizational skills with the ability to manage multiple priorities and meet deadlines.
• Strong customer service orientation and commitment to providing responsive user support.
• Excellent interpersonal and communication skills with the ability to interact effectively with staff at all levels.
• Ability to work independently, take initiative, and contribute effectively as part of a team.
• Proficiency in written and spoken English and Khmer; knowledge of Thai would be an advantage.
• Willingness to travel and provide technical support at external venues when required.
• Willingness to reside and work in Khon Kaen, Thailand.

Apply for this Position

If you have the qualifications, skills, and experience to excel in this role and are passionate about supporting equitable and inclusive economic growth in the Greater Mekong Subregion (GMS), we encourage you to apply.

Please submit your CV and cover letter via the online application form:

https://forms.cloud.microsoft/r/MFwBQJEZWE

When completing the application, please select “IT Assistant” as the position title.

Application deadline: 29 July 2026 (midnight Bangkok, Thailand time).

Please note that only shortlisted candidates who are selected to progress to the next stage of the recruitment process will be contacted. MI reserves the right to close the vacancy earlier if a suitable candidate is identified.