IT Support Officer at Medecins Sans Frontieres (MSF)

Under the supervision of the Applications & Development Specialist, the IT Support Officer will be responsible for providing technical assistance, setting up and managing user accounts and subscriptions, configuring SharePoint document libraries and permissions, supporting users accessing Office 365 services, and troubleshooting internet connectivity issues. The IT Support Officer will also be responsible for deploying and maintaining all internal IT services for the organization, installing, troubleshooting, and repairing computers and other equipment, configuring appropriate equipment and system access for employee onboarding, and providing ongoing technology-related support and education.

Tasks & Responsibilities

Major Functions: 

• Provide technical assistance for hardware and software issues reported by end users.
• Set up and manage user accounts and subscriptions for Office 365, as well as configure SharePoint document libraries and permissions.
• Support users in accessing Office 365 services and assist with Windows 10 deployments and computer setups.
• Troubleshoot internet connectivity issues.
• Deploy and maintain all internal IT services for MSF EA, maintaining conference room equipment, printers, and Wi-Fi access points.
• Install, troubleshoot, and repair computers, printers/copiers, mobile devices, and other equipment.
• Configure appropriate equipment and system access for employee onboarding and provide ongoing technology-related support and education.
• Test and apply OS installs and upgrades and upgrade administrative tools and utilities.
• Manage backup, restore, and recovery support for MSF EA data.
• Enforce and maintain IT security policies and procedures to protect systems and data.
• Create and maintain a disaster recovery plan for the organization.
• Proactively identify technology and end-user risks/concerns and implement strategic solutions and controls in a timely manner.
• Communicate effectively with other departments and stakeholders to achieve common goals.
• Work collaboratively with other IT staff and stakeholders to identify and address IT infrastructure-related issues and challenges.
• Manage complex projects related to IT infrastructure and related systems.
• Provide technical guidance and support to other IT staff as needed.
• Provide regular reports and updates to the Coordinator and Director on the status of IT infrastructure and related systems and make recommendations for improvement or change as needed.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• At least 3 years of experience in an IT support role, with experience in network/internet, physical and virtual server infrastructure, access control systems, video conferencing equipment, and IT security.
• Experience with Office 365, Windows 10, and Wi-Fi access points.
• Strong technical skills and knowledge of IT infrastructure and support best practices.
• Excellent communication, collaboration, and project management skills.
• Ability to work well independently and as part of a team.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Experience managing and supervising junior staff.
• Experience with project management software and tools.
• Experience with ITIL or other IT service management frameworks is a plus.
• Experience in Solar Winds, or any other ITSM software is a plus.
• MSF experience is a plus.

 Competencies

• Technical knowledge
• Communication skills
• Customer service
• Troubleshooting skills
• Collaboration
• Information security

Application deadline: 28th April 2023