SMEX Seeks Digital Safety Helpdesk – Incident Handler

Incident Handling

• Handle incidents (answer helpdesk texts and emails) as per guidelines through a ticketing system
• Suggest guidelines updates, when necessary, based on new incidents received 
• Edit existing guidelines based on new policies provided by the tech companies
• Filter and categorize tickets based on existing helpdesk procedure
• Document and record details about incidents with high levels of accuracy
• Follow up on the different incidents as per the guidelines
• Provide technical help and assistance in collaboration with the  project manager, or digital security trainers and where needed in consultancy with SMEX’s Legal Unit
• Escalate incidents efficiently to the project manager if need be as per the guidelines
• Proactively seek to develop and maintain knowledge and skill sets by planned training 
• Help create monthly/quarterly/yearly reports

Qualification

• A university degree in a field relevant to computer science is preferred, etc
• Active listening skills and excellent communication skills
• Strong writing and editing ability in Arabic and English
• Well-developed digital literacy, including familiarity with Google Docs, Slack, and Asana
• Knowledge of human rights and/or digital rights issues is preferred
• Knowledge of digital safety/cybersecurity is preferred
• Good understanding of the digital threats faced by victims of human rights abuse and human rights activists and defenders is an advantage
• Prior experience working with women and/or queer communities, civil society, and human rights defenders is an advacntage
• Prior experience with working in a hotline/helpline/call center environment is an advantage

Other Essentials

• Positive attitude and ability to learn in a fast-paced environment
• Work well in a team 
• Take initiative and responsibility and are open to direct feedback
• Value diversity of background, opinion, and approach
• Willing to experiment and reflect on lessons learned