• Minimum 1 year in IT Support position or relevant IT position
• Bachelor’s degree in computer science or a related field
• Previous experience working with NGO’s is preferred.
• Good communication skills, written and verbal including proficiency in English and Arabic languages.
• Must have knowledge in software such as Windows 10, Office 365
• 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
• Fluent English and Arabic (written and spoken).
• Excellent writing and communication skills.
• Agile personality that can adapt to new technologies and processes
• Good organizational and prioritization skills.
• Proficiency diagnosing IT issues in Windows 10 and Office 365
• Basic wireless and wired networking skills
• Good interpersonal skills.

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

• IT Service Desk

1. Create and update tickets in the IT Service Desk
2. Ensuring SLO (Service Level Objectives) are met for your area(s)
3. Be the 1st line support for the area staff and ensure timely escalation to senior IT staff as appropriate
4. Assist in the building internal IT Team knowledge base
5. Create and develop content for a user knowledge base for self-help on IT Issues
6. Ensure Change requests are raised to IT Support Manager for approval before changes are made.
7. In coordination with IT Support Manager and other ICT staff, ensure maximum availability of IT support in the area

• Service delivery

1. Provide on-site support at the base
2. Frequently travel to other ACTED sites in the area to deliver IT support services
3. Be available to support all locations in the area remotely using remote support software
4. In case of vacation of sickness of other IT team member be available to fill the gap by providing remote IT support in the area

• IT Infrastructure

1. Monitor and maintain the IT infrastructure devices and solutions
2. Create guides on configurations & ensure all guides from IT Team are stored.
3. Assist another IT Team member in configuration of infrastructure
4. Ensure configurations are secure and strong passwords & MFA are used to secure systems & hardware
5. Research hardware & software infrastructure to advise on solutions and methodologies to secure IT environments

• Hardware & Software IT Support

1. Support implementing standards in line as advised by IT Support Manager for network configurations
2. Checking configuration of systems and infrastructure and validating them across mission

• Asset Management

1. Reporting: Ensure Asset Registry is kept up to date by reporting asset status to asset holder. This is particularly important for mobile phones and laptops are they change user more frequently than other assets.
2. Filing: Gather and file all documentation for all ACTED assets, in line with ACTED filing and documentation policies and procedures.

• Projects

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

• IT Policies & procedures

1. Enforce and report breaches to IT Policies by staff to IT Support Manager
2. Assist in the onboarding of staff and ensure it is correctly carried out including inventory, induction, creation, and deletion of accounts for your area.

• Procurement

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

• Reporting

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

• Training, Development and research

1. 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

2. Participate in training delivered inhouse, externally or OnDemand and paid for by ACTED.
3. Delivery training to ACTED users on security, how to use application & best practice
4. Assist in the development of new and improved training programs for users.

• Nature of the Job

1. Sunday – Thursday standard working week.
2. Flexible working hours as agreed with IT Support Manager, core hours of 9am – 5pm
3. Can expect to start on ad hoc basis, any here between 6am and finish at 9pm to solve any unforeseen issues or planned maintenance.
4. Flexible working between office and home at discretion of IT Support Manager
5. Flexible working is subject to satisfactory performance according to IT Support Manager
6. 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.

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