Course: IT Support Engineer
Composition: Gram Unnayan Karma (GUK) has advertised a vacancy for an IT Support Engineer based in Bogura, with an application deadline of 30 April 2025. The position is full-time and targets candidates aged 25 to 35 years with at least three years of practical experience. Applicants are expected to hold a Bachelor of Science (BSc) in CSE or a related IT discipline, and video CVs are encouraged to supplement applications. The IT Support Engineer will operate within GUK’s ICT department and provide technical support across several sister concerns, including gGalore, GUK Eye Hospital Dhaka, Winpower, and Catchy. Key responsibilities include configuring and troubleshooting ERP modules such as procurement, sales, POS, inventory, accounting, e-commerce, and HR. The role also involves managing backups and restorations for critical services to ensure business continuity. Network duties cover configuration and operation of switches, routers, Wi‑Fi, firewalls, and other data equipment, while security responsibilities include CCTV, IP phone, and attendance machine maintenance. The engineer will liaise with vendors for problem resolution and procurement, and collect user requirements to coordinate with in‑house developers or external suppliers. Managing websites and social media pages, tracking IT assets, and maintaining equipment health are additional expectations. Compensation is negotiable with CPF benefits, and the workplace is office-based at GUK Tower, Banani, Bogura. GUK is a national non-government social development organization operating across 56 districts, supporting under‑privileged communities through finance, education, health, and market linkage initiatives. The organization’s scale—over 5000 employees—and its sister concern gGalore highlight both operational complexity and opportunities for the IT team to impact beneficiary market linkages. Candidates who can combine technical troubleshooting with vendor communication and a user-focused approach will be well-suited to this role. Structured Lecture Sheet (semantic HTML):Lesson
Topic: IT Support Engineer Position at Gram Unnayan Karma (GUK) — Job Context, Responsibilities, and Professional Skills
Learning Outcomes
- Identify the core responsibilities of an IT Support Engineer within a multi-site NGO environment.
- Explain ERP modules commonly supported and typical troubleshooting steps.
- Describe network and security device configuration basics relevant to small-to-medium NGO infrastructure.
- Demonstrate how to collect user requirements and coordinate with vendors or developers.
- Apply asset tracking and backup/restore best practices in daily IT operations.
Conceptual Explanation
| Topic | Explanation |
|---|---|
| Organization Context | Gram Unnayan Karma (GUK) is a large national NGO operating in 56 districts, providing microfinance, education, health, agriculture and market linkage services; IT supports these programs and multiple sister concerns. |
| ERP Support | ERP modules include procurement, sales, POS, inventory, accounting, e-commerce, and HR. Support involves configuration, user training, troubleshooting, and coordinating patches or feature requests with developers. |
| Network & Security Devices | Typical devices: switches, routers, firewalls, Wi‑Fi access points, CCTV, IP phones, and attendance machines. Tasks: configuration, monitoring, and incident response. |
| Backup & Recovery | Identify critical services, schedule regular backups, verify integrity, and perform restores when needed to ensure minimal downtime. |
| Stakeholder Communication | Collect clear requirement specifications from users, draft technical requests, and manage vendor interactions for procurement and SLA resolution. |
Bilingual (EN → বাংলা)
| English | বাংলা (Bangla) |
|---|---|
| IT Support Engineer | আইটি সাপোর্ট ইঞ্জিনিয়ার |
| Application Deadline: 30 Apr 2025 | আবেদনের শেষ তারিখ: ৩০ এপ্রিল ২০২৫ |
| Provide IT support to multiple concerns | একাধিক প্রতিষ্ঠানের জন্য আইটি সাপোর্ট প্রদান |
| Configuration and troubleshooting | কনফিগারেশন ও সমস্যার সমাধান |
| Backup and restore | ব্যাকআপ এবং পুনরুদ্ধার |
Answer
Use these translations to prepare bilingual documentation and to communicate job expectations with Bengali-speaking stakeholders.
Important Notes
- Vacancy: 1; Location: Bogura; Published: 17 Apr 2025; Age: 25–35 years; Experience: ≥3 years; Education: BSc in CSE or related.
- Applicants are encouraged to submit a Video CV to demonstrate practical skills and communication ability.
- Compensation is negotiable and includes CPF; workplace is office-based at GUK Tower, Banani, Bogura.
- Primary stakeholders include gGalore, GUK Eye Hospital Dhaka, Winpower, and Catchy.
- Key soft skills: vendor communication, requirement gathering, user training, and cross-team coordination.
Exercises — True / False / Fill in the Blanks / MCQ / Matching / Descriptive / Creative
True / False
- The IT Support Engineer at GUK is expected to manage ERP modules including POS and inventory. (True/False)
- Applicants must be over 40 years old to apply. (True/False)
- Backup and restoration of important services is part of the job responsibilities. (True/False)
- The role involves configuring CCTV and attendance machines. (True/False)
Answer
- True
- False — the age requirement is 25 to 35 years.
- True
- True
Fill in the Blanks
- The job location is _______.
- Minimum required experience is _______ years.
- Applicants are encouraged to submit a _______ CV.
- One sister concern of GUK mentioned is _______.
Answer
- Bogura
- 3
- Video
- gGalore (also acceptable: GUK Eye Hospital Dhaka, Winpower, Catchy)
Multiple Choice Questions (MCQ)
- Which degree is specified as required?
- A. BSc in CSE
- B. BA in English
- C. MBBS
- Which device is NOT explicitly listed in responsibilities?
- A. Firewall
- B. 3D Printer
- C. IP Phone
- GUK operates in how many districts?
- A. 56
- B. 10
- C. 100
Answer
- A. BSc in CSE
- B. 3D Printer
- A. 56
Matching
Match the left column (A–D) with the right column (1–4).
| Left | Right |
|---|---|
| A. gGalore | 1. Social development NGO with multiple programs |
| B. POS | 2. Point of Sale module |
| C. Bogura | 3. Job location for the vacancy |
| D. Video CV | 4. Recommended application supplement |
Answer
- A → (related to GUK’s market linkage and sister concern: gGalore is the sister concern of GUK)
- B → 2
- C → 3
- D → 4
Descriptive
- Describe a step-by-step process to restore a critical ERP service after a failed deployment.
- Explain how you would collect and document a user requirement for a new POS feature for gGalore.
Answer
- Step-by-step restore process:
- Confirm scope of failure and identify affected modules and users.
- Notify stakeholders and open an incident ticket with priority and ETA.
- Verify the latest verified backup for the ERP database and related file stores.
- Isolate the faulty deployment (rollback code or disable faulty services) to prevent further damage.
- Restore the database and file backups in a staging environment and run integrity checks.
- Perform sanity tests and validate data consistency across modules (procurement, sales, inventory, accounting, HR).
- If tests pass, schedule a short maintenance window and apply the restore to production.
- Monitor services post-restore, confirm user access and transaction flow, and close the incident with a post-mortem report.
- Collecting user requirements for a POS feature:
- Conduct stakeholder interviews with store managers, cashiers, and inventory staff to gather pain points and desired outcomes.
- Observe current POS workflows and note manual workarounds or frequent errors.
- Document functional requirements (e.g., barcode scanning, discount rules, receipt formatting) and non-functional needs (performance, offline mode).
- Draft user stories and acceptance criteria, then review with stakeholders for validation.
- Prioritize features, estimate effort with the development team, and create a phased delivery plan with test cases.
- Agree on deployment schedule, training requirements, and rollback strategy.
Creative
Design a one-week onboarding checklist for a new IT Support Engineer joining GUK.
Answer
- Day 1: HR formalities, workplace tour (GUK Tower), meet ICT team, receive official devices and credentials, overview of GUK structure and sister concerns.
- Day 2: Access provisioning (ERP, ticketing system, email, VPN), review documentation for gGalore and GUK Eye Hospital systems, shadow senior engineer for network overview.
- Day 3: Hands-on with backup systems and restore drill in a non-production environment; walkthrough of CCTV and attendance machine setup.
- Day 4: ERP module overview—procurement, sales, POS, inventory, accounting, HR—conduct small troubleshooting exercises and review common incidents.
- Day 5: Vendor communication protocol, procurement process overview, asset tracking procedures, and introduction to social media and website management responsibilities.
- Day 6: Security and compliance briefing, review of firewall settings, password policies, and incident response flow; complete initial ticket assignments under supervision.
- Day 7: Conduct a 30-minute presentation to ICT and one business stakeholder about first-week observations and a 30/60/90-day action plan.
Activities, Vocabulary, Homework, Practice Task
Activities
- Role-play a vendor negotiation for a new firewall procurement.
- Simulate a helpdesk ticket from reporting to resolution for an ERP login failure.
Answer
Use role-play to build communication skills and a simulated ticket to practice troubleshooting steps, logging, and escalation.
Vocabulary
- ERP — Enterprise Resource Planning
- POS — Point of Sale
- CPF — Contributions/Compensation benefit acronym (as applicable)
- VPN — Virtual Private Network
Answer
Review and memorize these acronyms and their practical implications within GUK’s operations.
Homework
Prepare a one-page risk assessment for IT systems used by gGalore, listing top five risks and mitigations.
Answer
Submit the risk assessment with prioritized risks (e.g., data loss, ransomware, network outage) and include mitigation steps like regular backups, segmentation, and vendor SLAs.
Practice Task
Configure a sample VLAN and document the steps, then explain how VLANs can isolate POS traffic from general office traffic.
Answer
Document steps: define VLAN IDs, assign switch ports, configure trunking between switches, set router subinterfaces for inter-VLAN routing, apply ACLs to restrict traffic, and test connectivity and isolation. Explain that VLANs reduce broadcast domains and limit exposure of sensitive POS devices to general user traffic.
Context reference: Gram Unnayan Karma (GUK) — IT Support Engineer. Vacancy: 1. Location: Bogura. Deadline: 30 Apr 2025. Published: 17 Apr 2025. Education: BSc in CSE or related. Experience: At least 3 years. Applicants encouraged to submit Video CV. Workplace: Office-based at GUK Tower, Banani, Bogura.