Background: - 

This post is based in Egypt (roaming) to provide support to the Palestine emergency.

Job purpose: -

To deliver high-quality technical support, system, and data maintenance across a range of areas, to contribute to the effective delivery of IT services

The role involves troubleshooting hardware and software issues, setting up and configuring devices, assisting with network management, and ensuring the smooth functioning of IT equipment and services.

Key Responsibilities: -

•   Provide Technical Support: Offer timely technical assistance to end-users for hardware, software, and network-related issues via in-person, phone, or remote communication channels.

•   Troubleshooting: Diagnose and resolve hardware and software problems promptly, escalating complex issues to the appropriate IT personnel if needed.

•   Help Desk Management: Facilitate the efficient monitoring of the Help Desk system, promptly directing requests to the relevant IT colleagues, and ensuring timely resolution of tickets in accordance with agreed-upon standards and deadlines.

•   System Maintenance: Assist in the installation, configuration, maintenance of computer, and networking equipment.

•   IT Inventory Management: Maintain an inventory of IT equipment, track assets, and coordinate equipment repair and replacement as required.

•   IT Documentation: Update and maintain IT documentation, including SOP, troubleshooting guides, and user manuals.

•   Training and User Orientation: Conduct training sessions for staff on basic IT operations, software usage, and IT security awareness.

•   IT Security: Promote awareness and adherence to IT security measures to safeguard organizational data and systems from potential threats.

•   Procurement Support: Promote adherence to the IT unit's procurement requirements by actively engaging in the review, recording, and tracking of purchasing requests. Ensure all necessary documentation is readily available to facilitate the procurement of goods and services efficiently.

•   Follow set emergency response processes and procedures as required to provide support in enabling emergency food assistance needs to be met.

•   Travel to areas inside Egypt.

Additional Responsibilities: - 

The post may be assigned other relevant tasks or responsibilities as needed by the organization or as directed by the supervisor. These tasks shall be in alignment with the core duties outlined in this TOR and shall contribute to the effective functioning of the TEC unit and the achievement of organizational goals

Skills

DESIRED EXPERIENCES FOR ENTRY INTO THE ROLE: -

•   Strong interpersonal skills: Excellent communication and collaboration skills and ability to work in multicultural contexts.

•   Experience supporting: MS Active Directory; MS Office 365; MS Windows OS (Computer and Servers); MS Enterprise Mobility and Security.

•   Has worked with teams in defining requirements for Technology.

•   Experience working in ITIL and Agile-driven Organisations.

•   Experience supporting: DNS, DHCP, Firewalls/SDWAN configuration Switching, and Routing based on various CISCO platforms. Network access control (Cisco ISE), Network Monitoring such as WhatsUpGold or similar, etc.

STANDARD MINIMUM ACADEMIC QUALIFICATIONS:

• Education: Completion of a university degree in a relevant field.
• Language: Fluency (level C) in the English language and Arabic.