IT Officer (Suran /Azzaz/ Jarablus)

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 endeavors 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.

ACTED is committed to the prevention of sexual exploitation and abuse in the framework of its programs in Syria. The successful candidate will be required to adhere to ACTED Code of conduct and ACTED Global Policies especially regarding the protection of children and the protection against sexual exploitation and abuse. A rigorous reference and background checks will be undertaken, and information will be requested from previous employers about any disciplinary action of sexual exploitation, sexual abuse and/or sexual harassment during employment. By submitting an application, the job applicant confirms his/her understanding of these recruitment procedures*.*

· ACTED is committed to gender equity and to have a balanced and diverse workforce. ACTED strongly encourages qualified women, persons with disabilities and persons from under-represented groups to apply to the position.

· ACTED offers a variety of arrangements that enable women to excel in their careers, including flexible working hours for work-life balance, maternity leave, and career coaching.

· ACTED never uses external recruitment agencies and recruitment is always free of charge.

· The necessity of ensuring the highest standards of efficiency, competence, and integrity, with proper attention to promoting diversity, is the most important concern in the recruitment and employment of staff at ACTED.

Location: NWS (Suran /Azzaz/ Jarablus)

Job Purpose

Under the supervision of the CITSM (Country IT Support Manager), the IT Officer 2^nd & 3^rd Line Support is responsible delivering timely reactive and proactive IT Support for both hardware and software across the area, and the wider mission as required.

To mentor the IT Assistants 1^st and 2^nd line support, advise on more complex issues, and be a point of escalation to provide 3^rd line support in IT Issues. Bring 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.

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 are 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.

Chain of Command

Under the authority of:

Country IT Support Manager

Line Management:

Lead Project tasks as directed by CITSM, CISM (Country Information systems Manager) or Project Lead/Manager.

Working Relations

Internal:

All FLATS – Field and Capital

Program – Field and Capital

External:

Suppliers & Contractors.

Duties and Responsibilities

1. IT Service Desk

a. Create and update tickets in the IT Service Desk

b. Ensuring SLO (Service Level Objectives) are met for your area(s)

c. Assigning area IT tickets to other area IT assistants

d. Be the 3^nd line support to IT Assistants and ensure timely escalation CITSM as appropriate

e. Assist in the building internal IT Team knowledge base

f. Create and develop professional content/guides for a user knowledge base for self-help on IT Issues using approve templates

g. Training IT Assistants and mentoring their skills in IT diagnosis and best practice

h. Ensure Change requests are raised to CAB (Change Advisory Board) for approval before changes are made.

2. IT Infrastructure

a. Configure IT infrastructure devices and solutions using best practice consulting Senior IT Staff and CISM before deployment.

b. Create guides on configurations & ensure all guides from IT Team are stored.

c. Assist another IT Team member in configuration of infrastructure

d. Ensure configurations are secure, strong passwords and MFA are used to secure systems & hardware

e. Research hardware and software infrastructure to advise on solutions and methodologies to secure IT environments

f. Assist as required in the testing of backup on monthly basis to test disaster recovery and file recovery

3. Hardware & Software IT Support

a. Implementing standards in line, and as advised by CITSM for network configurations

b. Implementing and reporting on standards advised by CITSM for Endpoints

c. Checking configuration of systems, infrastructure and validating them across area(s)

d. Help IT Assistants, act as initial consultee on the setup and configuration of IT Solutions, be it hardware or software.

4. Projects

a. Participate in projects as directed by CITSM

b. Lead on the Projects Tasks under the supervision of CITSM or Project Lead for IT Solitons to improve the system, connectivity, and service

c. Track and report on project tasks status to CITSM or Project Lead on regular basis

d. Ensure projects tasks under their lead are running on time

5. IT Policies & procedures

a. Assist in the creation and editing of IT Policies and procedures

b. Enforce and report breaches to IT Policies by staff to CISM

c. Advise user on how to comply with GDPR in their role whilst using technology, encryption, sharing of data

d. Report breaches of GDPR to CISM and CD

e. Report data breaches to CISM and CD

f. 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.

g. Provide feedback and inputs on IT standards for hardware and software

6. Procurement

a. Create or work with IT Procurement Officer for the creation of CC (Completion Certificates) & ensure these are sent to Logistics on time

b. Supply clear, concise, accurate and compliant specifications to IT Procurement Officer

c. Check order forms for your area before they are sent to Logistics

d. Ensure any procurement are authorized by following IT Procurement Process

e. Ensure all Technical Checks are completed by area IT staff accurately before including into the ticket.

f. Ensure AST-04 card completed for your area and are sent to logistics.

g. Prepare documents, reports, or details for any procurements as request by IT Management or IT Procurement Officer

7. Reporting

a. Assist in the weekly and monthly reporting for IT Service Desk for your area

b. Add information as appropriately to SLO and KPI reporting by IT Management

c. Ensure completion of ACTED reporting is complete for your area(s)

d. Creating and editing documentation for all network office site plans, seating plans and other infrastructure documentation

8. Training, Development and research

a. Continual self-development of technical features and the application of:

i. Microsoft Solutions such as Windows 10,

ii. Networking solution and technology including hardware, software, wireless, wired

iii. Printing, scanning, cameras and video conferencing equipment

iv. Azure and Office 365

v. Other solutions used by the mission

b. Participate in training delivered inhouse, externally or OnDemand and paid for by ACTED.

c. Deliver Training to other IT Team members

d. Delivery training to ACTED users on security, how to use application & best practice

e. Stay up to date & research IT & Cyber security to help advise other rest of IT team and users.

f. Assist in the development of new and improved training programs for users.

1. Nature of the Job

a. Sunday – Thursday standard working week

b. Flexible working hours as agreed with CISM, with core hours set for each area

c. Can be expected to start on adhoc basis, any here between 6am and finish at 9pm to solve any unforeseen issues or planned maintenance

d. Flexible working between office and home at discretion of CISM

e. Flexible working is subject to satisfactory performance and approved by CISM

f. Occasional Friday and Saturday work may be required to carry out work outside of working days – alternative day off given for the following week

1. 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 CISM.

Skills and Experience

· Minimum 3 years in IT Support position

· Minimum of 1 years’ experience working as IT Officer or equivalent position

· Previous experience working as IT Officer with NGO’s is preferred.

· Excellent 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 of remote support tools

· Experience in configuring 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

· Knowledge and understanding of basic logistics & procurement principles, document control, and the IT market.

Key Performance Indicators

· IT Service Desk meeting SLO

· Creating accurate, clear, and concise: specifications, guides, emails, reports

· Tracking and communication of work and tasks, in email, helpdesk system,

· Ensuring escalations are handled within timeframe

· Submission or reports and research within deadlines

· Delivery assigned tasks on time

· Ensuring project tasks delivered on time

· Reporting on work and communication to IT Management

QUALIFICATIONS

· Fluent English and Arabic (written and spoken);

· Excellent writing and communication skills.

· Ability to work under pressure in a high pace environment.

· 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

· Strong analytical skills.