IT & Operations Support - Service Agreement - Beirut

KEY RESPONSIBILITIES

• Provide first and second-level IT support for Anera Lebanon staff across Beirut and field offices.
• Set up, configure, and maintain workstations, hardware, and software for new and existing staff.
• Conduct initial and regular diagnostics across all Anera Lebanon devices (computers, printers, network equipment, etc.) to identify performance issues, security vulnerabilities, unlicensed or outdated software, and coordinate necessary updates or maintenance.
• Support the development of Anera Lebanon’s hardware and software inventory records, ensuring tracking of licenses, equipment, and user access.
• Troubleshoot network, connectivity, and application-related issues, escalating when needed.
• Develop, implement, and maintain IT protocols and data protection standards, in collaboration with the Senior Operations Officer and relevant global teams.
• Lead and/or support the rollout of digital tools and systems across departments (e.g., Office 365, SharePoint, Teams).
• Train staff on IT best practices, system use, and cybersecurity awareness.
• Support the integration of low-code solutions to streamline internal workflows 
• Liaise with Anera HQ and external vendors on infrastructure upgrades and digital security compliance.
• Provide technical support during hybrid or virtual events and staff meetings.
• Coordinate logistics for the transportation and delivery of IT equipment, devices, goods, office supplies, and project materials.
• Work closely with field and program teams to ensure timely dispatch and receipt of items to/from distribution points.
• Maintain updated logs for all requests and ensure timely reporting of any discrepancies or delays.
• Support general facility management needs related to equipment maintenance, connectivity, telephony and supplies.
• Support regular internal tech audits
• Support with other tasks as assigned by supervisor

Qualifications

• Minimum Bachelor’s degree in Information Technology, Computer Science, or related field.
• Minimum of 5 years of experience in IT and operations support roles. Prior experience in INGOs or humanitarian organizations is highly desirable
• Proficiency in English and Arabic (spoken and written)
• Strong troubleshooting and problem-solving skills.
• Customer service-oriented mindset with excellent communication skills.
• Ability to prioritize and work effectively under pressure.
• Understanding of data protection principles and basic cybersecurity.

Experience with:

• Google Workspace (Gmail, Google Drive, Docs, Sheets etc.)
• Office 365 suite (Outlook, SharePoint, OneDrive, Word, Excel etc.)
• Wired and wireless network setup and maintenance
• Asset and license management 
• Low-code platforms like Power Automate or VBA (desirable)

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to individuals with disabilities to perform the essential functions. The position is primarily office-based with regular use of computers and other standard office equipment.

Occasional lifting and moving of IT equipment (e.g., laptops, routers, printers) may be required. Involves periodic visits to Anera’s field offices, service providers, or suppliers within Lebanon. Occasional extended hours during urgent technical issues, system upgrades, or project rollouts. The role may also require occasional support outside working hours to address critical IT or operational needs.