Overview
The role designs, builds, manages, and monitors essential hardware and software for an organization's digital backbone, ensuring reliable, secure, and efficient data flow to support business operations, communication, and growth. It also provides guidance to a Digital Impact Associate.
Key Responsibilities
- Supporting the maintenance and monitoring of network infrastructure.
- Assisting with cloud configurations and routine monitoring.
- Providing technical support, escalating complex issues.
- Supporting telecommunications and usage tracking for cost recovery.
- Implementing security controls under supervision.
- Performing backups and assisting with compliance checks.
- Acting as first-line cybersecurity focal point, escalating major issues.
- Supporting emergency telecom setup and user access maintenance.
- Monitoring capacity and reporting needs for supervisor review.
- Supporting implementation of upgrades and expansions.
- Assisting with SLA monitoring and routine coordination with WFP.
- Troubleshooting and providing frontline support per SLA.
- Coordinating approved change requests as directed.
- Providing AV technical support; ensuring daily readiness.
- Monitoring ICT resource usage and suggesting efficiency improvements.
- Assisting with tracking cloud subscriptions and providing cost related inputs.
Required Experience
- A minimum of two (2) years of professional experience in providing ICT support for multi offices or divisions setup, at the national or international level, is required.
- Extensive hands-on experience with enterprise network infrastructure, cloud platforms, AV and telecommunications, including optimizing performance and managing cloud-based telephony solutions, is required.
- Proven ability to implement robust cybersecurity controls, manage data backup and protection strategies, and serve as a focal point for incident response and user identity management, is required.
- Experience of IT system reliability and disaster recovery planning, is required.
- Skilled in planning and executing infrastructure upgrades, negotiating and managing SLAs, and coordinating with cross-organizational technical teams for support and project delivery, is an asset.
- Experience in managing and maintaining cloud services such as Infrastructure, Platform, etc. as a Service, is an asset.
- Experience in managing data and systems integration using major cloud services such as Azure Integration Services, etc, is an asset.
- Experienced with ServiceNow and Meraki is desirable.
- Prior experience in the development sector or UN system/ international NGOs and Emergency Operations would be an asset.
- Relevant experience at country level, particularly in development, fragile settings and humanitarian context is an asset.
Qualifications
- A University Degree (Bachelor's) in Information Technology, Computer Science, Engineering, or a related field is required.
- Professional and/or university courses related to the area of Project Management, Business Analysis, Data Modeling, AI is an asset.
- ITIL Foundation Certificate or equivalent customer support certification is an asset.
