IT Officer / Aleppo Area

About ACTED

ACTED is committed to immediate humanitarian relief to support those in urgent need and protect people’s dignity, while co-creating longer term opportunities for sustainable growth and fulfilling people’s potential. ACTED endeavours to respond to humanitarian crises and build resilience; promote inclusive and sustainable growth; co-construct effective governance and support the building of civil society worldwide by investing in people and their potential. The commitment of ACTED and that if our teams is guided by 4 core values: (1) Responsibility: we ensure the efficient and responsible delivery of humanitarian aid with the means and the resources that have been entrusted to us. (2) Impact: we are committed to having the most sustainable impact for the communities and the people with whom we engage. (3) Enterprising-spirit: we are enterprising and engage in our work with a spirit that creates value and overcomes challenges. (4) Inspiration: we strive to inspire all those around us through our vision, values, approaches, choices, practice, actions, and advocacy.

Greening strategy:

ACTED’s greening strategy aims to tackle environmental degradation and climate change while meeting the needs of the most vulnerable who are often those most affected by the deepening environmental crisis. Each ACTED employee will adhere to these principles through key green programming responsibilities:

· Contribute towards the adherence and development of the greening strategy plan.

· Explore innovative green programming opportunities and/or solutions within your realm of responsibilities and roles

· Encouraging and promoting environmental safeguarding processes and environmental programming standards in accordance with SOPs and technical guideline notes

ACTED PSEAH Policy:

The Protection Project Assistant-CCCM has the responsibility to adhere to the PSEAH Policy (Protection against Sexual Exploitation, Abuse and Harassment). The Protection Project Assistant-CCCM has the obligation to complete all mandatory trainings related to the Code of Conduct and the PSEA policy and report any safeguarding concern such as breaches of organisational policies or codes of conduct according to ACTED’s procedures. Protection Project Assistant-CCCM carries out work duties in a way that does not harm children, vulnerable adults or other staff or volunteers.

Location: NWS – Aleppo Area.

Job Purpose

Under the direction of the IT Support Manager, the IT Officer is responsible delivering timely reactive and proactive IT Support for both hardware and software, and for computer networks, connectivity, endpoint management and setup, installations, account management and capacity building in the area.

ICT Officer is expected to advise junior IT staff and support senior IT staff in reporting, escalating, assignment, updating of IT Tickets and ensuring SLO’s are met.

As directed, and under the authority of the IT Support Manager, report, implement and enforce IT Policies and IT Security in your area, with enforcement of IT Policies.

Chain of Command

Under the authority of: IT Support Manager

Line Management: /

Working Relations

Internal:

All FLATS – Field and Capital

Program – Field and Capital

Paris ISM department

External:

Suppliers & Contractors

Objectives

• Ensure optimal performance of wired and wireless network at the base and suitable connectivity for all network devices.
• Ensure timely setup and optimal performance of employees’ workstations and other IT office equipment.
• Ensure a proper identity, account, and permission management for all ACTED staff.
• Provide technical expertise for IT related procurement and efficient communication with 3rd party IT service suppliers.
• To guide and train all the collaborators within the area in the use and appropriation of the productivity software and other applications.
• Ensure the maintenance and security of systems, whether software, hardware, or communication systems.
• Ensure ACTED ICT systems (including hardware, software, and telecommunications) comply with mission policies, ACTED logistics & donors’ procedures, best practices & national regulations.
• Support implementing and setting the IT department’s strategic goals objectives
• Update, track inventory and provide reporting as required under ACTED guidelines.

Duties and Responsibilities

IT Service Desk:

• Create and update tickets in the IT Service Desk
• Ensuring SLO (Service Level Objectives) are met for your area(s)
• Be the 2nd line support to junior IT staff and ensure timely escalation to senior IT staff as appropriate
• Assist in the building internal IT Team knowledge base
• Create and develop content for a user knowledge base for self-help on IT Issues
• Training junior IT staff and mentoring their skills in IT diagnosis and best practice
• Ensure Change requests are raised to IT Support Manager for approval before changes are made.

IT Infrastructure:

• Monitor, manage, maintain, and deploy IT infrastructure devices and solutions
• Create guides on configurations & ensure all guides from IT Team are stored.
• Assist another IT Team member in configuration of infrastructure
• Ensure configurations are secure and strong passwords & MFA are used to secure systems & hardware
• Research hardware & software infrastructure to advise on solutions and methodologies to secure IT environments
• Assist as required in the testing of backup on monthly basis to test disaster recovery & file recovery

Hardware & Software IT Support :

• Implementing standards in line as advised by IT Support Manager and Paris ISM department for network configurations
• Checking configuration of systems and infrastructure and validating them across mission
• Help junior IT staff and act as initial consultee on the setup and configuration of IT equipment and software.

Projects:

• Participate in projects as directed by IT Support Manager and global projects driven by Paris HQ
• Under the supervision of IT Support Manager, take a lead on project aiming to improve the system, connectivity, and service
• Track and report on project tasks status on regular basis

IT Policies & procedures:

• Assist in the creation and editing of IT Policies and procedures
• Enforce and report breaches to IT Policies by staff to IT Support Manager
• Assist in the onboarding and offboard of staff and ensure this correctly carried out including, inventory, induction, creation, and deletion of accounts for your area.
• Provide feedback and inputs on IT standards for hardware and software

Procurement:

• Check order forms for your area before assign to the IT Ticket
• Ensure any IT procurement are authorized by IT Support Manager or authorized staff
• Ensure all Technical Check are completed by area IT staff accurately before including into the ticket.
• Ensure AST-04 card complete for your area and are sent to logistics.
• Prepare documents, reports, or details for any procurements as directed by IT Support Manager

Reporting:

• Assist in the weekly and monthly reporting for IT Service Desk for your area.
• Ensure completion of ACTED reporting is complete for your area and compiled from other areas at capital
• Creating and editing documentation for all networks office site plans, seating plans and other infrastructure documentation.

Training, Development and research:

• Continual self-development of technical features and the application of : Microsoft Solutions such as Windows 10, Networking solution and technology including hardware, software, wireless, wired Printing, scanning, cameras and video conferencing equipment Office 365, Other solutions used by the mission.
• Participate in training delivered inhouse, externally or OnDemand and paid for by ACTED.
• Deliver Training to other IT Team members
• Delivery training to ACTED users on security, how to use application & best practice
• Assist in the development of new and improved training programs for users.

Nature of the Job:

• Sunday – Thursday standard working week.
• Flexible working hours as agreed with IT Support Manager, core hours of 9am – 5pm
• Can expect to start on adhoc basis, any here between 6am and finish at 9pm to solve any unforeseen issues or planned maintenance.
• Flexible working between office and home at discretion of CISM
• Flexible working is subject to satisfactory performance according to CISM
• Occasion Friday and Saturday work may be required to carry out work outside of working days – alternative day off given for the following week.
• This ToR defines the main duties, responsibilities and work required, this is subject to change to meet the needs of the mission, and duties changed by the IT Support Manager.

Skills and Experience:

• Minimum 2 years in IT Support position
• Previous experience working as IT Officer with NGO’s is preferred.
• Good communication skills, written and verbal including proficiency in English and Arabic languages.
• Must have previous experience in using, and diagnosing issues in software such as Windows 10, Office 365
• Experience troubleshooting wired and wireless computer networks
• The ability to work independently, demonstrating creativity and good problem-solving skills
• Ability to learn and quickly adapt to new technologies and processes
• Knowledge and understanding of basic logistics & procurement principles, document control, and the IT market.
• Experience of remote support tools is advantage

Key Performance Indicators

• IT Service Desk meeting SLO
• Ensuring escalations are handled within timeframe
• Submission or reports within deadlines
• Delivery assigned tasks on time
• Ensuring project task delivered on time
• Reporting on work and communication to IT Support Manager

QUALIFICATIONS:

• Fluent English and Arabic (written and spoken);
• Excellent writing and communication skills.
• Agile personality that can adapt to new technologies and processes
• Good organisational and prioritisation skills.
• Proficiency diagnosing IT issues in Windows 10 and Office 365
• Wireless and Wired networking skills
• Basic Network design skills and understanding of different devices and their implementation
• Strong interpersonal skills