Information Technology Assistant - 3 months employment

Organizational Context

The International Federation of Red Cross and Red Crescent Societies (IFRC) is the world’s largest humanitarian organization, with a network of 192-member National Societies. The overall aim of the IFRC is “to inspire, encourage, facilitate, and promote at all times all forms of humanitarian activities by National Societies with a view to preventing and alleviating human suffering and thereby contributing to the maintenance and promotion of human dignity and peace in the world.”  The IFRC works to meet the needs and improve the lives of vulnerable people before, during and after disasters, health emergencies and other crises.

IFRC is part of the International Red Cross and Red Crescent Movement (Movement), together with its member National Societies and the International Committee of the Red Cross (ICRC). The work of the IFRC is guided by the following fundamental principles: humanity, impartiality, neutrality, independence, voluntary service, unity, and universality.

IFRC is led by its Secretary General, and has its Headquarters in Geneva, Switzerland. The Headquarters are organized into three main Divisions: (i) National Society Development and Operations Coordination; (ii) Global Relations, Humanitarian Diplomacy and Digitalization; and (iii) Management Policy, Strategy and Corporate Services.

IFRC has five regional offices in Africa, Asia Pacific, Middle East and North Africa, Europe, and the Americas.  IFRC also has country cluster delegation and country delegations throughout the world. Together, the Geneva Headquarters and the field structure (regional, cluster and country) comprise the IFRC Secretariat.

Job Purpose

Within IT and Digitalization Unit in the MENA office, the IT Assistant ensures that all end users of IT systems receive timely support to effectively use the IT systems and solutions provided in the office when deemed. This position is a key contributor to the delivery of these services, with a focus on IT infrastructure and 1st level service desk function. This position participates in processes related to IT infrastructure operations, maintenance, and upgrades. This includes maintaining hardware (computer networking equipment, servers, network attached storage, Uninterrupted Power Supply All services provided by the IT Assistant shall are tracked and reported on by using IT Service Management software tools.

Based in Beirut, Lebanon, the incumbent will be supporting the Regional Office in IT-related matters.

Job Duties and Responsibilities

• Provide service desk services including logging, resolving, and escalating user requests. Monitor the progress of issues and ensure adequate follow-up until resolution.
• Undertake all 1st-level user support on IT/Telecom problems related to end-user computing devices.
• Participate in all activities related to providing adequate computing devices and peripherals to all end users based in MENA Regional and Country offices – including laptop imaging, initial configuration, debugging, and support.
• Participate in the procurement, stock, and inventory processes to cover all end-user-related computing devices. This includes maintenance of inventory and stock for end-of-year accounting.
• Provide support towards audio-visual equipment made available to the MENA Regional, Countries, and Cluster offices staff.
• Undertake user account and access management related to systems and applications including creating, modifying, and deleting users on selected systems.
• Implement service desk procedures and processes, follow processes, and meet service levels, as agreed
• Participate in the successful implementation of major projects. Test new systems in the project phase, so as to be knowledgeable to provide effective support.
• Identify documentation requirements and develop documentation to assist users in the most common IT tasks. Continually update the processes and Knowledgebase.
• Assist in developing accurate statistics and reports from ITSM (IT Service Management tool), and provide periodic performance reports.
• Continually update own skills on various systems used at IFRC. Identify, review, and participate in IT training solutions to deliver appropriate, cost-effective training in IT and Telecom for users.
• As ambassadors of IT services, continually improve user satisfaction with a “can-do” attitude.
• Adhere to all administrative procedures linked to his/her work.

Duties applicable to all staff

1. Actively work towards the achievement of the Federation Secretariat’s goals
2. Abide by and work in accordance with the Red Cross and Red Crescent principles
3. Perform any other work-related duties and responsibilities that may be assigned by the line manager

Education

University degree, in computer sciences, Systems, and Networks -Required

Recognized professional qualification in the area of engineering, telecommunications, electronics, computer science, or equivalent technology work  - Preferred

Experience

1-year minimum of work in computer systems (LAN, WAN TCP/IP connectivity, E-mail, application, and user support domains) -Required

1-year work experience with the International Red Cross and Red Crescent Movement or with other international organizations, 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 -Preferred

Knowledge, Skills, and Languages

Highly organised, and disciplined -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

Networking certification (Cisco / CompTIA / Juniper / Wireshark / Avaya / Citrix / HP / Extreme / Microsoft) and ITIL -Preferred

Able to undertake strategic thinking and translate this into practice -Preferred

LANGUAGES:

Fluently spoken and written Arabic -Required

Fluently spoken and written English -Required

Good command of another IFRC official language (French, Spanish or Arabic or Russian) -Preferred

Competencies, Values and Comments

Values: Respect for diversity; Integrity; Professionalism; Accountability. 

Core competencies: Communication; Collaboration and teamwork; Judgement and decision making; National society and customer relations; Creativity and innovation; Building trust.

IFRC ensures equal employment opportunities!