Whole of Syria: Deputy Country System & Information Manager – IT Support – Amman, Jordan

Fixed term | 12 months | ASAP

ACTED

Since 1993, as an international non-governmental organization, ACTED has been 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.

We go the last mile: ACTED’s mission is to save lives and support people in meeting their needs in hard-to-reach areas. With a team of 5,900 national staff and 400 international staff, ACTED is active in 38 countries and implements more than 500 projects a year, reaching over 20 million beneficiaries.

ACTED Syria

Since 2012, ACTED has been implementing projects with vulnerable communities in Syria with a two-fold approach: ACTED provides life-saving support to vulnerable displaced persons, returnees, and host communities across Syria, through multi-sectorial rapid emergency services, and implements a wide range of resilience building interventions. Thus, ACTED has been able to strengthen its links with Syrian local communities and to develop an in-depth knowledge of local dynamics. A team of 900+ is currently working in Syria.

You will be based in Amman, Jordan.

You will be in charge of

1.IT Service Desk

Manage the IT Service Desk

Ensure SLO (Service Level Objectives) are met

Assigning IT tickets to area IT queues or individuals

Act as 1^st escalation point for issues

Report and Escalate issues to CISM (Country Information System Manager) as required in line with SLO

Act as 3^rd line support to all areas on IT technical issues

Have a good general knowledge of all areas of IT, specialising in deep diving of hardware and software issues, networking, Azure and 365.

Build and maintain internal IT Team knowledge base

Create and develop a user knowledge base for self-help on IT Issues

Training IT Assistants and IT Officers in the practice of IT Service

Ensure Change requests are raised to CISM for approval before changes are made

2.IT Infrastructure

Configure IT infrastructure devices and solution using best practice

Create guides on configurations and ensure all guides from IT Team are stored

Assist other 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

Testing of backup on monthly basis to test disaster recovery & file recovery

3.Hardware & Software**

Ensuring, and setting standards in line with CISM for network configurations

Assist in creating standards for Endpoint with CISM

Checking configuration of systems and infrastructure; validating these across mission

Assist IT Team and act as 3^rd line support on the setup and configuration of IT equipment and software.

3^rd line support for the team on more complex diagnostics of issues, root cause analysis

4.Projects

Participate in projects as directed by CISM

Lead on the Management of Projects under the supervision of CISM for IT Solitons to improve the system, connectivity and service

Track and report on project status to CISM on regular basis, escalating and reporting of issues and risks

Ensure projects under their lead are running on time, and budget

5.IT Policies & procedures

Assist in the creation and editing of IT Policies and procedures

Enforce and report breaches to IT Policies by staff to CISM

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

Report breaches of GDPR to CISM and CD

Report data breaches to CISM and CD

Creation and continuous improvement of inducting staff in the IT Solutions within the mission induction, creation, and deletion of accounts.

Take lead on recommendation of IT standards for hardware and software to CISM

6.IT Security

Employ IT Security standard and best practice in their daily activities, all platforms, and Solutions

Actively upskilling the IT Team and Staff on Cyber Security

Work on the continuous development of training for staff on Cyber Awareness

Ensuring configuration of systems and solutions is correctly completed to avoid security risks and breaches

Monitoring systems and endpoints for security standards, risks, vulnerabilities

Identify and close security breaches and/or risks

Reporting on Security Risks to CISM

7.Procurement

Lead and follow-up with IT Teams on the creation of CC (Completion Certificates) & ensure these are sent to Logistics

Check order forms for all areas before sending for approval

Ensure any procurement are authorized by CISM

Ensure all Technical Check are completed by IT staff accurately and approved by CISM

Manage and check the completion of AST-04 for handover of IT assets are completed and sent to logistics

Prepare documents or details for any procurements as directed by CISM

8.Reporting

Produce weekly and month reports for IT Service Desk

Report on SLO and other KPIs for service desk and any other reported directed by CISM

Monitor the completion of IT-04 for Capital Office

Ensure all documentation is created and maintained for all networks, office site plans, seating plans and other infrastructure documentation for all areas.

Responsible for ensuring all IT Officers/Assistants complete all ACTED reporting

9.Training, Development, and research

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

-Microsoft Solutions such as Windows 10, Windows Server

-Networking solution and technology including hardware, software, wireless, wired

-Printing, scanning, cameras, and video conferencing equipment

-Cloud Technologies and specifically Azure and Office 365

Participate in training delivered internally, externally or OnDemand paid for by ACTED.

Deliver Training to other IT Team members

Deliver training to ACTED users on security, how to use application & best practice

Stay up to date, research IT & Cyber security to help advise other IT Staff and users.

Take lead on developing new and improve training programs for users

Expected skills and qualifications

• Minimum 5 years in IT Support position
• Minimum of 3 years’ experience working as Senior IT Officer or 1 year in more senior position
• Minimum 3 year in Microsoft Azure and Microsoft 365 ecosystem
• Excellent knowledge of Cyber Security including security options in 365
• Minimum 2 years experience in Windows Server
• Experience in Linux installation and configuration would be useful
• Excellent communication skills including proficiency in English language.
• Must have previous experience in using, and diagnosing issues in software such as Windows 10, Office 365, Azure, LAN and WAN connections.
• 2 years’ experience using MS Endpoint Manager, or other endpoint management, configuring hardware and software firewalls, switches, routers, Access Points, printer and scanners
• The ability to work independently, demonstrating creativity and good problem-solving skills while following strict procedures, supporting multiple projects, priorities, and locations is essential.
• Ability to work under pressure, multi-task, taking responsibility for their work and the success and failures of that work
• Experience in writing reports, charts, project, and task planning in detailed and professional format
• Knowledge and awareness of a broad spectrum of technology
• Ability to learn and quickly adapt to new technologies and processes
• Understanding of basic logistics & procurement principles, document control, and the IT market
• Agile personality that can adapt to new technologies and processes
• Embraces changes and see the positives in technologies and how they can improve business operations
• Good organisational and prioritisation skills
• Strong networking skills preferably a qualification in network configuration or design.

Conditions

• Salary defined by the ACTED salary grid depending on education level, expertise, security level and experience
• Living allowance of 300 USD
• Lodging and food provided in the ACTED Guesthouse / or housing allowance (depending on the contract lenght and country of assignement)
• Flight tickets in and out + Visa taken in charge by ACTED
• Provision of medical and repatriation insurances

Nature of the job:

Sunday – Thursday standard working week.

9am – 5pm working day

Expectation to start from 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.

Whilst this ToR defines the main responsibilities and work required, this is subject to change to meet the needs of the mission, and duties changed by the CISM.