IT Officer

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Description

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• Ensure service quality and security, while respecting operating methods defined within the IT Unit.
• Manage all IT Operational demand from the country cluster delegation and field offices in Morocco regarding global/local IT systems, tools and standards, policies, and procedures per agreed service levels, in collaboration with the MENA region IT Team and using systematically the centralized IT SM system (IT ticketing tool).
• Manage operational tools (monitoring and management) to ensure high availability of internet/data networks and related infrastructure and underlying services for the various business applications and end-user services.
• Maintain the operational knowledge base in the service management tool; record incidents; provide quality resolution.
• Establish, update and manage the operational processes jointly with the ServiceDesk team and the Regional IT Manager.
• Contribute actively to the overall satisfaction level of IFRC end-users while developing and promoting effective working relationships within the IT unit in MENA, the wider IFRC and the RCRC Movement
• Adhere to the IT security rules at all times.
• Communicate effectively with the various IFRC stakeholders within the IT sector, share knowledge and be subject matter expert.

• Set up, service, and manage all IT connectivity systems liaising with providers and procurement (Thuraya SAT phones, office internet routers, field and residence internet routers, mobile phones, laptops, printers and other hardware etc) in collaboration with admin officer.
• IT vendor management: Prepare and harmonize contracts for IT and telecommunication services in collaboration with the finance admin delegate in line with procurement standards, policies and guidelines. Identify, document and report on exceptions vs. IT standards and associated risks on a regional level on a quarterly basis.
• Maintain updated records of all IT assets, warranties, service records, and invoices, in collaboration with the finance and admin officers.
• Be proactive on incident management by proposing long term resolution strategies to reduce significantly recurring incidents.
• Act as main point of contact for the first level service desk support for escalations if needed
• Ensure the smooth operations (administration, patching, monitoring and optimization) of the systems and services under primary responsibility within IFRC quality standards.
• Manage technologies to support information privacy, confidentiality, security, integrity and availability requirements, disseminating IT security policies and awareness to all staff
• Follow and apply industry standards and best practices in the area of IT support.

• Recognized professional qualification in the area of telecommunications, computer science or equivalent technology work – Preferred
• University degree, in computer sciences, Systems and Networks – Required

• 3 years minimum of work in computer systems (LAN, WAN TCP/IP connectivity, E-mail, application, and user support domains) – Required
• 3 years work experience with the International Red Cross and Red Crescent Movement or with other international organisations, large NGOs and/or governmental development agencies – Preferred
• Expertise with systems and applications such as: Network components, M365 application suits, Azure, CISCO Meraki, ISPs & IP connectivity, cabling and basic electricity – Required

• Highly organised, and disciplined – Required
• Networking certification (Cisco / CompTIA / Juniper / Wireshark / Avaya / Citrix / HP / Extreme / Microsoft) and ITIL – Preferred
• Able to undertake strategic thinking and translate this into practice – Required
• Ability to work with complete integrity and confidentiality – Required
• High degree of discretion, tact, and sensitivity in dealing with internal and external clients and stakeholders at all levels – Required
• Ability to work within a multi-cultural, multilingual, multidisciplinary environment – Required
• Excellent oral and written communication and presentation skills – Required

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