Digital Safety Helpdesk – Coordinator/Incident Handler

Key Responsibilities

A- Incident Handling

• Handle incidents/tickets (answer helpdesk texts and emails) as per guidelines through a ticketing system
• Suggest new guidelines to the project manager based on new tickets, when needed
• Suggest editing existing guidelines to the project manager based on new policies provided by the tech companies
• Filter and categorize tickets based on existing helpdesk procedure
• Question effectively user’s details with high levels of accuracy
• Follow up with the user
• Provide technical help and assistance in collaboration with the  project manager, or trainer and where needed in consultancy with SMEX’s Legal Unit
• Escalate any ticket details efficiently to the project manager if needs be as per the guidelines
• Proactively seek to develop and maintain knowledge and skill sets by planned training 

B- Coordination

• Organize and implement logistical support for the SMEX office and events, including public discussions and off-site workshops and conferences, the preparation of agendas, printing of materials, and coordination with vendors 
• Work with the accountant to ensure that project financial documentation is organized and expenses are accounted for on a weekly basis
• Withhold the office petty cash 
• Manage and segment SMEX contacts
• Other administrative and programmatic tasks as needed
• Management of office supplies, office maintenance and office expenditures
• Attend meetings as assigned and draft minutes and memos accordingly 

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
• Must be based in Lebanon and able to commit to office hours/week 
• Knowledge of human rights and/or digital rights issues is a must
• Knowledge of digital safety/cybersecurity is a must
• 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 thrive 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

The Recruitment Process

The recruitment process consists of these main steps:

1. Interested candidates should first complete the online application
2. Qualified applicants will be contacted for a follow-up video or face to face interview
3. Selected candidate will be contacted within a couple of weeks