Ad-Hoc ICT Consultancy Services Tempo Inteiro NOVO

The Catholic Relief Services (CRS) is hiring an Ad-Hoc ICT Consultancy Services in Mozambique.

Scope of Work

Ad-Hoc ICT Support Services for Office Operations

Contractor support model for on-site ICT tasks coordinated by the Regional ICT Team

This SOW defines the expected responsibilities, deliverables, service requirements, exclusions, and reporting structure for engaging an external ICT contractor as local “remote hands” support.

1. Purpose

The purpose of this contract is to provide on-demand, on-site Information and Communication Technology (ICT) support services for CRS Mozambique offices. The contractor shall serve as the local ICT support resource and provide physical assistance to the Regional ICT Team for troubleshooting, maintenance, installation, configuration, and operational support of ICT infrastructure and end-user technologies.

Operating principle: The contractor provides physical, on-site support only when requested, approved, or coordinated by the Regional ICT Team. The contractor does not operate as an independent ICT authority.

2. Scope of Services

The contractor shall provide ad-hoc ICT support services including, but not limited to, the areas below.

2.1 End-User Device Support

• Diagnose and troubleshoot desktop computers, laptops, printers, scanners, mobile devices, and peripherals.
• Perform physical hardware inspections and basic repairs.
• Replace failed or damaged hardware components as directed.
• Assist with device deployment and replacement.
• Support computer imaging, operating system installation, and device configuration.
• Assist users with connectivity and device-related issues.

2.2 Network Infrastructure Support

• Perform physical inspection of network equipment including routers, switches, wireless access points, and associated hardware.
• Verify equipment status indicators and report findings to the Regional ICT Team.
• Assist with network troubleshooting under remote guidance.
• Support installation, replacement, and relocation of network equipment.
• Conduct basic connectivity testing and cable tracing.

2.3 Telecommunications and Internet Connectivity

• Support troubleshooting of internet connectivity issues.
• Liaise with Internet Service Providers (ISPs) and telecommunications providers when requested.
• Verify functionality of internet modems, routers, and related equipment.
• Support installation and testing of internet and telecommunications services.

2.4 Office ICT Infrastructure Support

• Assist with the installation, maintenance, and relocation of ICT equipment.
• Support conference room technology, video conferencing systems, displays, and shared devices.

2.5 Remote Hands Support

• Act as the on-site representative for the Regional ICT Team when physical intervention is required.
• Execute instructions provided by the Regional ICT Team.
• Perform equipment rebooting, cable reconnection, hardware replacement, and status verification with full coordination with the Regional ICT Team.
• Facilitate remote troubleshooting sessions with the Regional ICT Team.
• Provide photographs, videos, test results, and site information as requested.

3. Service Delivery Requirements

The contractor shall:

• Provide support on an ad-hoc, call-out basis.
• Be available during normal office working hours and, when required, outside business hours for critical incidents.
• Respond to service requests within the agreed Service Level Agreement (SLA).
• Follow all instructions provided by the Regional ICT Team.
• Maintain accurate records of work performed.
• Provide written service reports after each intervention.

4. Deliverables

For each support engagement, the contractor shall provide:

• Summary of tasks completed.
• Findings and troubleshooting results.
• Equipment serviced or replaced.
• Photographs, where applicable.
• Recommendations for further actions.
• Confirmation of resolution or escalation.

5. Responsibilities of the Contractor

6. Exclusions

Unless specifically authorised in writing, the contractor shall not:

• Ad-Hoc ICT Support Services SOW | Confidential internal working draft.
• Make changes to enterprise systems without approval from the Regional ICT Team.
• Create, modify, or delete user accounts.
• Change security configurations or policies.
• Procure ICT equipment on behalf of the organisation.
• Perform activities that require administrative approval or access not explicitly granted.

7. Reporting and Supervision

The contractor shall work under the direction of the Regional ICT Support Manager or designated ICT personnel and shall not operate as an independent ICT authority. All work shall be initiated, approved, or coordinated through the Regional ICT Team.

8. Suggested SLA

The following SLA matrix may be adjusted during contract negotiation based on office needs, local availability, and business continuity requirements

Submission Requirements:

The following information should be submitted together with the proposal:

1. Letter of interest.
2. Technical Proposal with timeline, Financial Proposal with payment terms.
3. Consultant’s profile, including CVs of key personnel who will be involved in this service.
4. Proven experience of similar work.
5. 3 references from past or present clients.

Additional Requirements:

1. Company Registration Certificate.
2. Business License.
3. Tax Registration Certificate (NUIT).
4. IDs or Passports of the Owners/Directors.
5. Physical Address confirmation and Contact Details.

Application Submission

The application should be written in English, addressed to the attention of the CRS / Mozambique Program Country Manager, and must be submitted to the following e-mail address: procurement_moz@crs.org on or before the 05th of August 2026, noon at the latest.

THE SUBJECT LINE SHOULD BE CONSULTANCY SERVICE – AD-HOC ICT SUPPORT SERVICES FOR OFFICE OPERATIONS