ICT Supervisor at Medecins Sans Frontieres

Main Objective and Responsibility of the Position
Executing the maintenance, follow-up and monitoring of all IT and Telecom equipment, tools and services, as well as ensuring onsite technical support and training of users under his/her responsibility in accordance with MSF standards, policies, protocols and procedures, in order to guarantee the efficient use of all IT and Telecom services and infrastructure.

General Accountabilities

• Monitoring maintaining and following up on all Information Technology (IT) and Telecom equipment, tools and services in the mission, in accordance with MSF standards, policies, protocols and procedures;
• Supervising, implementing and improving data security protocols (data saving, firewall, User Access right, backup, security for equipment and software, etc.) to ensure data security, availability, and immediate operational recovery and continuity in case of emergency;
• Providing technical support and presenting MSF standards, policies, protocols and procedures to all users. Providing advanced technical support to logistics experts dealing with IT and Telecom systems. When needed, liaise with the Information Systems (IS) Specialist and/or HQ Technical Referent for 2nd line support, as well as with external providers, to ensure any incidents or problems that cannot be solved at his/her level are appropriately escalated;
• Providing educational support (briefing, training and support, etc.) to all users. Providing advanced educational support (briefing, training and support, etc.) to logistics experts dealing with IT and Telecom systems;
• Providing regular activity reports for the sites under his/her responsibility in accordance with MSF guidelines. Updating and archiving all user and ICT (Information and Communications Technology) related documentation due to changes in the IT and Telecom infrastructures;
• Participating in the establishment of the annual budget of the IT and Telecom families. Providing his/her technical expertise in the local purchase process;
• Planning, preparing and reporting the visits to the site(s) under his/her responsibility to ensure the preceding points;
• Performing any other task, specific to his/her area of specialty, as defined in his/her job description and according to the line manager.

MSF Section/Context Specific Accountabilities

• Planning and providing network security and help desk support.
• Providing corrective and preventive maintenance activities.
• Prepare a briefing module for the mission on ICT to new IMS and NS.
• The assessment and evaluation of internet service providers for the mission.
• Elixir ticketing system management.
• Backup and restore using enterprise disaster recovery systems.
• Computer memory clean-up and optimization.
• Re-imaging MSF OCA computer systems.
• ICT and communication 3A inventory management for the mission.
• Routine ICT capacity building sessions for the project and coordination team.
• Contribute on communications and ICT policy updates
• Contribute on ICT budgeting and procurement processes

Providing support to the mission on:

• IAM mailbox management tool.
• Synology – Network Storage
• Share Folders
• Kaspersky updates.
• Computer hardware repair
• Wireless networks and remote support across the mission.
• Mapping network drives
• Habari and Logistics Expertise Website
• MSF Specific Applications
• Sharepoint
• Office365
• Unifield
• DHIS2
• Homere
• Keepass

Requirements (Qualification)

Education: 

• Essential University Degree in Computer Science, ICT or related field. Certification in the domain would be an asset

Experience:

• At least 2 years proven experience in IT or technical functions.

Languages: 

• Very good command of English language is essential

Knowledge: 

• Expertise in latest version of Microsoft Operating System and business applications (Office365)
• Good knowledge of computer hardware and maintenance processes, network theory and their respective protocols, main email systems, IT security best practices and IT service management tools (ITSM)
• Understanding in Server Management (latest version of Microsoft Operating System, Active directory) and virtualization (Hyper-V)
• Understanding of radio telecommunication concepts (HF, VHF, GSM, Satellite)
• Teaching and supporting skills

Competencies: 

• Commitment to MSF Principles, Behavioural Flexibility, Stress Management, Results and Quality Orientation, Teamwork and Cooperation.