Technology Support Services: Ethiopia

Request for Proposal (RFP)
Solicitation Title: FHI 360 Ethiopia Office IT Support
Solicitation Number: RFP ETH DTT 08/2026
Date of Issue of RFP: Wednesday, September 9, 2026
Date Questions Due: Friday, September 11, 2026 by 5:00 PM EAT
Date FHI Responds to Questions: Monday, September 14, 2026
Date Proposal Due: Thursday, September 17, 2026 5:00 PM EAT
Approximate Date Purchase Order
Late-September 2026
Issued to Successful Bidder(s):
Method of Submittal:
Offers should be submitted via e-mail to ProcurementESAHub@fhi360.org with the attached
documents in MS Word / pdf / format. Pricing should be provided in Excel format unless otherwise
specified.
Offeror agrees to hold the prices in its offer firm for 45 days from the date specified for the
receipt of offers, unless another time is specified in the addendum of the RFP.
Contract Period of Performance: Estimated Late September - Mid-December 2026
Background:
FHI 360 Ethiopia is seeking proposals from qualified IT service firms to provide IT support services
for its office in Addis Ababa.
The office has approximately 60 staff and relies heavily on technology to support program,
financial, administrative, and operational activities. To ensure staff receive timely support and that
office technology remains operational, FHI 360 is looking for a local IT services firm that can
provide regular on-site support as well as additional remote assistance when required.
Purpose:
The selected firm will assign a dedicated IT support resource to the Ethiopia office for at least two
(2) full working days each week. The firm should also be able to provide backup support and
technical escalation when needed.
Scope of Work:
The selected firm will provide IT support services to FHI 360 Ethiopia and assign a dedicated
technical resource to support office staff.
The firm will be responsible for:
* Providing day-to-day IT support to users and resolving hardware, software, email, network,
and access-related issues.
* Installing, configuring, maintaining, and troubleshooting laptops, desktop computers,
mobile devices, printers, scanners, and other office equipment.
Request for Proposal
June 2026

* Supporting Microsoft 365 applications including Outlook, Teams, OneDrive, SharePoint,
Word, Excel, and PowerPoint.
* Assisting with user account management, password resets, multi-factor authentication, and
access requests.
* Installing software, setting up new devices, and supporting device management and security
requirements.
* Troubleshooting internet connectivity, wireless networks, VPN access, switches, firewalls,
and related office IT infrastructure.
* Working with internet providers, equipment vendors, and other service providers to resolve
issues affecting office operations.
* Supporting staff onboarding and offboarding activities.
* Assisting with office meetings, training events, workshops, and technology deployments
when needed.
* Maintaining IT asset records and basic technical documentation.
* Providing monthly reports summarizing support activities, unresolved issues, and
recommendations.
* Escalating issues that require support from FHI 360's regional technology team.
Period of Performance:
The estimated period of performance is Late-September - Mid-December 2026 (three
months).
FHI 360 may extend the engagement based on performance, operational needs, and available
funding.
Location and Travel Requirements:
Work will be performed primarily at the FHI 360 Ethiopia Country Office in Addis Ababa.
The assigned resource is expected to be on-site for a minimum of two (2) full working days each
week. Remote support may be provided as needed.
Occasional travel within Ethiopia may be required to support project offices, workshops, training
activities, equipment deployments, or other business needs.
Any travel costs should be clearly identified in the financial proposal.
Timetable and Address for Submission:
All proposals should be submitted to ProcurementESAHub@fhi360.org.
Questions are due no later than September 11, 2026, by 5:00 PM EAT. Questions should be
submitted via email to ProcurementESAHub@fhi360.org
Proposals are due no later than September 17, 2026, by 5:00 PM EAT. Required documentation
listed below must be e-mailed to ProcurementESAHub@fhi360.org
Request for Proposal
June 2026

Qualifications:
Interested firms should:
* Be legally registered to provide IT services in Ethiopia.
* Have at least five (5) years of experience providing IT support services to organizations of
similar size.
* Have experience supporting Microsoft 365 environments.
* Have experience supporting user devices, networks, internet services, and office IT
infrastructure.
* Have the capacity to provide backup resources and technical escalation support when
required.
* Have experience supporting NGOs, donor-funded projects, international organizations,
private sector companies, or government institutions.
Proposed Resource Qualifications:
The proposed support resource should have:
* A diploma or degree in Information Technology, Computer Science, Information Systems,
or a related field.
* At least five (5) years of practical IT support experience.
* Experience supporting Microsoft 365, user devices, networks, and end-user support
services.
* Relevant technical certifications such as Microsoft, Cisco, CompTIA, AWS, Google Cloud,
or equivalent certifications.
* Good communication and customer service skills.
Evaluation Criteria:
Proposals will be evaluated in accordance with the following criteria:
* Understanding of the requirements and proposed approach
* Firm experience and track record
* Qualifications and experience of proposed personnel
* Cost and value for money
Required Documentation:
Proposals must include:
* Technical proposal describing the firm's understanding of the assignment and approach to
providing support services.
* Description of the firm's support structure, escalation process, and backup arrangements.
* CV of the proposed primary support resource and any backup personnel.
* Financial proposal.
* Company profile.
* At least three references for similar assignments completed within the last five years.
* Copies of relevant certifications.
* Business registration documents.
* Valid tax compliance documentation.
Request for Proposal
June 2026

FHI 360 Disclaimers
* FHI 360 may perform a background check on any selected Consultant candidates.
* FHI 360 may cancel the solicitation and not award
* FHI 360 may reject any or all responses received
* Issuance of the solicitation does not constitute an award commitment by FHI 360
* FHI 360 reserves the right to disqualify any offer based on failure of the offeror to follow
solicitation instructions
* FHI 360 will not compensate any offeror for responding to solicitation
* FHI 360 reserves the right to issue award based on initial evaluation of offers without further
discussion
* FHI 360 may choose to award only part of the activities in the solicitation, or issue multiple
awards based on the solicitation activities
* FHI 360 reserves the right to waive minor proposal deficiencies that can be corrected prior to
award determination to promote competition
* FHI 360's consultant terms and conditions can be found here
Request for Proposal
June 2026