Senior Area IT Officer

Senior Area IT Officer

Admin تقانة المعلومات IT

JOB Vacancy Announcement #: 6601

Job Title: Senior Area IT Officer

Application deadline: 20/03/2022 at 11.00 AM

Duty Station: NES Primarily Amuda/Hasake Area, with regular travel to Raqqa

Job Requirements:

Skills:

  • Minimum 5 years in IT Support position
  • Minimum of 1 years’ experience working as Senior IT Officer or equivalent position
  • Excellent communication skills including proficiency in English language.
  • Must have previous experience in using, and diagnosing issues in software such as Windows 10, Office 365
  • Microsoft Azure and Office 365 Administration including Microsoft Endpoint Manager – 2 years
  • Experience of using Endpoint Management Solutions
  • Experience in configure firewalls both hardware and software
  • The ability to work independently, demonstrating creativity and good problem-solving skills while following strict procedures, supporting multiple projects, priorities, and locations is essential.
  • Knowledge of various IT Solutions
  • Ability to learn and quickly adapt to new technologies and processes
  • Understanding of basic logistics & procurement principles, document control, and the IT market.

QUALIFICATIONS

  • Fluent English and Arabic (written and spoken).
  • Excellent writing and communication skills.
  • Ability to work under pressure in a high paced environment.
  • Agile personality that can adapt to new technologies and processes.
  • Ability to implement new systems without prior knowledge using manuals and research from Internet.
  • Good organisational and prioritisation skills.
  • Proficiency diagnosing IT issues in Windows 10 and Office 365 – Microsoft qualification preferred.
  • Strong networking skills preferably a qualification in network configuration or design.
  • Strong interpersonal skills.
  • Strong analytical skills

Job Description:

JOB PURPOSE

Under the supervision of the CITSM (Country IT Support Manager), the Senior Area IT Officer is responsible delivering timely reactive and proactive IT Support for both hardware and software across the area, and the wider mission as required.

The CITSM will line mange all IT Staff in the field, and you will work closely with them supervising and assigning tasks to the IT Officers and IT Assistants

Mentor the IT Officers and IT Assistants, advise on more complex issues, and be a point of escalation to provide 3rd line support on IT Issues. Bring deep technical knowledge to help diagnose, provide root cause diagnostics, and resolve issues.

Escalating more complex issues to the CITSM, or where actions are required from other staff that have specific access into systems, such as contact Capital IT Staff or HQ IT.

Work on a centralised IT Help Desk system to track and mange support incidents, requests, and updating this systems tickets to ensure staff are aware of the status, time frames, and action points required from their side. Ensure resolution of issues within the assigned SLA or SLO. Ensure all IT Officers and IT Assistants are reacting to new tickets within SLAs, and resolving the issues on time, if issues are not running on time, or as rick of breach of SLA, intervening and/or escalating to CITSM.

Ensuring maintenance request are analysed to understand if repairs are economical repairs, should replacement be sough, and advising on replacement specifications based on data analysis of the requirement and usage. Ensuring that detailed specification is drawn up that are clear and concise, working with the IT Procurement Officer to move procurement forward.

As directed, and under the authority of the CITSM, report, implement and enforce IT Policies and IT Security in your area, and ensure IT Officers and Assistants are carrying out this also.

Lead small area projects, and larger tasks from Mission wide projects CITSM, CISM (Country Information systems Manager) or Project Lead/Manager.

OBJECTIVES

  • support the CISM and CITSM implementing and setting the IT department’s strategic goals objectives,
  • oversee the area IT ticket queues, to ensure timely delivery of IT Service and Support

provide 3rd line support to Area IT Team in support related activities

  • ensure it issues are resolved within SLO
  • lead on projects small Area Projects and Larger tasks as part of mission wide projects, system implementation and development tasks that have been assigned
  • ensuring IT and Cyber security best practices
  • continuous self-development of IT and soft skills

DUTIES AND RESPONSIBILITIES

  1. IT Service Desk
  2. Supervise the IT Officer and IT Assistants work across the IT Service Desk, including tickets, queues, escalation, and potential risk of SLA breach
  3. Ensuring SLA (Service Level Agreements) are met
  4. Assigning IT tickets to area IT Staff
  5. Act as 1st point escalation for issues in the area
  6. Escalate Issue to CITSM as required in line with SLA
  7. Act as 3rd line support to all areas on IT issues
  8. Become a specialist in at least two areas of IT Support
  9. Contribute to internal IT Team knowledge base
  10. Contribute to a user knowledge base for self-help on IT Issues
  11. Training IT Assistants and IT Officers in the practice of IT Service
  12. Ensure area change requests are raised to CAB (Change Advisory Board) for approval before changes are made
  13. IT Infrastructure
  14. Configure IT infrastructure devices and solution using best practice
  15. Create guides on configurations and ensure all guides from IT Team are stored
  16. Assist other IT Team member in configuration of infrastructure
  17. Ensure configurations are secure and strong passwords/MFA are used to secure systems & hardware
  18. Research hardware & software infrastructure to advise on solutions and methodologies to secure IT environments
  19. Hardware & Software IT Support
  20. Ensuring, and setting standards together the CITSM and CISM for network configurations
  21. Assist in creating standards for Endpoint with CITSM
  22. Checking configuration of systems and infrastructure; validating these across the area
  23. Assist area IT Team and act as 3rd line support on the setup and configuration of IT equipment and software.
  24. Projects
  25. Participate in projects as directed by CITSM and CISM
  26. Lead on the Management of Area Projects under the supervision of CITSM for IT Solitons to improve the system, connectivity, and service
  27. Lead of larger tasks that are part of mission wide projects
  28. Track and report on project status to CITSM, CISM and or Project Manager on regular basis
  29. Ensure projects or tasks under their lead are running on time, and budget
  30. IT Policies & procedures
  31. Assist in the creation and editing of IT Policies and Procedures
  32. Enforce and report breaches to IT Policies by staff to CISM and CD (Country Director)
  33. Advise users on how to comply with GDPR in their role whilst using technology, encryption, sharing of data
  34. Report breaches of GDPR to CISM and CD
  35. Report data breaches to CISM and CD
  36. Contribute, under direction of CITSM & act as lead for the onboarding and offboarding of staff in your area, and ensure is correctly carried out including, inventory, induction, creation and deletion of accounts.
  37. Contribute to IT standards for hardware and software
  38. Procurement
  39. Create or work with IT Procurement Officer for the creation of CC (Completion Certificates) & ensure these are sent to Logistics on time
  40. Supply clear, concise, accurate and compliant specifications to IT Procurement Officer, and ensure any area IT Officer or IT Assistants specifications, recommendation is compliant, accurate and clear
  41. Ensure any procurement are authorized by CISM or delegated person
  42. Ensure all Technical Check are completed by area IT staff accurately and approved by CITSM or CISM
  43. Manage and check the completion of AST-04 for handover of IT assets are completed and sent to logistics
  44. Ensure AST-04.1 is completed for any new IT Stock items.
  45. Prepare documents or details for any procurements as directed by CISM
  46. Reporting
  47. Work with CITSM for monthly area reports to send distribute to AC.
  48. Report on SLO and other KPIs for service desk and any other reported directed by CITSM
  49. Ensure all documentation is created and maintained for all networks, office site plans, seating plans and other infrastructure documentation for all areas.
  50. Responsible for ensuring all area IT Officers/Assistants complete all ACTED reporting
  51. Training, Development, and research
  52. Continual self-development of technical features and the application of:
  53. Microsoft Solutions such as Windows 10, Windows Server
  54. Networking solution and technology including hardware, software, wireless, wired

iii.      Printing, scanning, cameras and video conferencing equipment

  1. Participate in training delivered internally, externally or OnDemand paid for by ACTED.
  2. Deliver Training to other IT Team members
  3. Deliver training to ACTED users on security, how to use application & best practice
  4. Stay up to date, research IT & Cyber security to help advise other IT Staff and users.
  5. Working with CITSM and IT Trainer on the development of training courses, and lead on the delivery of these at area level as directed, and actively encourage users to use guides, training videos.
  6. Nature of the Job
  7. Sunday – Thursday standard working week.
  8. 8am – 4pm working day
  9. Expectation to start from 6am and finish at 9pm pm to solve any unforeseen issues or planned maintenance.
  10. Flexible working between office and home at discretion of CISM
  11. Flexible working is subject to satisfactory performance according to CISM
  12. Occasional Friday and Saturday work may be required to carry out work outside of working days – alternative day off given for the following week.
  13. Whilst this ToR defines the main responsibilities and work required, this is subject to change to meet the needs of the mission, and duties changed by the CISM.

SKILLS AND EXPERIENCE

  • Minimum 5 years in IT Support position
  • Minimum of 1 years’ experience working as Senior IT Officer or equivalent position
  • Excellent communication skills including proficiency in English language.
  • Must have previous experience in using, and diagnosing issues in software such as Windows 10, Office 365
  • Microsoft Azure and Office 365 Administration including Microsoft Endpoint Manager – 2 years
  • Experience of using Endpoint Management Solutions
  • Experience in configure firewalls both hardware and software
  • The ability to work independently, demonstrating creativity and good problem-solving skills while following strict procedures, supporting multiple projects, priorities, and locations is essential.
  • Knowledge of various IT Solutions
  • Ability to learn and quickly adapt to new technologies and processes
  • Understanding of basic logistics & procurement principles, document control, and the IT market.

Advertiser: Confidential

Other Information’s:

Nothing to Mention.

How to Apply:
Please send your CV to the following email/Link:

https://forms.office.com/r/H0SmG9Jge7     

Please consider to mention the advert ID (Above) and the job title in the email subject.

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