IT and Support Officer

Job purpose and context

Since its establishment in 2018, MSF Lebanon has transitioned from a regional hub to a recognized institutional entity, focusing on Lebanon's medical, communications, human resources, operational support, and advocacy potential. The team has made substantial progress in rooting MSF in Lebanon and the MENA region, building its identity and Arabic voice, and contributing to the development of its international mobile workforce. MSF Lebanon has defined the following three overarching strategic pillars:

1. Institutional Rooting, ensuring that key target audiences recognize and accept MSF as a well-known, credible, trustworthy, and independent medical humanitarian organization in Lebanon and the wider MENA/WANA region.

2. Operational Support, providing relevant technical and strategic support to operations, benefiting from the expertise and resources available in the region.

3. Movement Contribution, launching and supporting initiatives to optimize resources and improve intersectional collaboration in and from the MENA/WANA region to enhance MSF operations.  

Today MSF Lebanon consists of a Human Resources team with a core mandate to secure and develop a mobile workforce from the region deployable to  MSF operations worldwide, a Communications team that provides communication advisory and capacity to meet MSF’s institutional and support operational communication needs, a Finance, Compliance and Support team who is responsible for the financial reporting and operational legality of the BO together with intersectional facility management ; a Medical Support Unit with specialty in Epidemiology and Public Health Policy Advocacy, in addition to a growing operational support team including a decentralized medical unit (MEMU) that is focused on Antimicrobial Resistance (AMR) in MSF’s global portfolio in addition to a regional technical support team (METSU).

MSF Lebanon comprises of around 50 staff (including decentralized positions) from which most of them are located in Beirut with a smaller team in Cairo.

Department: The Finance Compliance and Support Department oversees financial operations, ensures compliance with regulations, and provides support services to the organization.

Position: The IT and Support Officer is responsible for managing and maintaining IT infrastructure, providing technical support, and overseeing logistics and procurement activities to ensure smooth operations.

Accountabilities

IT Responsibilities – 70%:

Set up new employees by installing and configuring hardware and software requirements for the position.

Act as the initial point of contact for all requests and inquiries related to IT incoming and outgoing (First and second level IT Support).

Troubleshoot and fix common IT problems quickly and efficiently.

Assist in policy drafting and implementation for IT, including creating data protection procedures with the Head of Department and OCB IPCO.

Lead on all IT related projects, including various HR and Finance applications and other adhoc applications in coordination with the Head of Department.

Develop and implement a comprehensive tracking system of MSF Lebanon’s software and hardware assets, including all applications, passwords and related details.

Support and train staff on using Office 365, Teams, and other essential applications, and provide regular training sessions.

Establish MSF Lebanon Data Protection policies, protocols and SoPs in coordination with the HoD and IPCO.

Support the HoD in developing and troubleshooting internal systems created by the department utilising Power Automate, VBA and similar tools.

Support the Facility Management team with intersectional IT requests.

Logistics Responsibilities – 15%:

Execute logistics for the transportation and delivery of goods and services.

Establish and maintain relationships with suppliers and service providers.

Monitor and report on the status of logistics activities.

Ensure proper documentation and record-keeping for all logistics transactions.

Conduct regular audits of logistics processes to ensure accuracy and efficiency.

Procurement Responsibilities – 15%:

Lead procurement processes, including sourcing, purchasing, and inventory management.

Ensure compliance with MSF procurement policies and donor requirements.

Develop and maintain relationships with suppliers and service providers.

Monitor and report on the status of procurement activities.

Ensure proper documentation and record-keeping for all procurement transactions.

Conduct regular audits of procurement processes to ensure accuracy and efficiency.

Key Interactions

Internal stakeholders : IOCBHQ IT function, IPCO, Shared IT services, MSF Lebanon staff and hosted positions, IT functions in MSF One.

External stakeholders : Contractors, Service Providers, building attendants and owners.

Job requirements

Experience : Minimum of 5 years of experience in IT support and logistics/procurement roles, preferably in a humanitarian or INGO setting.

Languages: Proficiency in English and Arabic (essential). French (desirable).

Competencies : 

Commitment to MSF Principles, level 2.

Behavioral Flexibility, level 2.

Stress Management, level 3.

Results and Quality Orientation, level 2.

Teamwork and Cooperation, level 2.

Service Orientation, level 2.

Knowledge :A decent knowledge of programming and programming languages is welcomed

Functional / Technical Skills : 

Experience installing, configuring, and managing both wired and wireless LAN.

Computer imaging skills.

Experience with using Office 365 and configuring/administering Windows operating systems (Windows Server & Active Directory experience desirable).

Experience managing external suppliers  

Other requirements : 

Strong focus on customer service.

Excellent communication and English written skills.

Experience troubleshooting and providing frontline support in a busy office environment.