Information Communication Technology (ICT) Support Administrator II at Catholic Relief Services (CRS)

Responsibilities

Regional Technical Leadership and Escalation Support

• Serve as a subject matter expert and lead escalation point for unresolved Tier I and Tier II tickets.
• Provide expert-level diagnostics and troubleshooting across diverse hardware, software, and infrastructure issues.
• Assist ICT leadership in coordination with GKIM and enterprise platform teams on Tier III escalations.

Oversight and Coordination of Regional ICT Support Activities

• Serve as a resource for standardizing practices, ticket triage methods, and support quality across countries.
• Support documentation of best practices and facilitate team knowledge sharing.

ICT Environment Management and Optimization

• Support advanced configuration of cloud-based environments across supported countries.
• Assist in testing and rolling out regional system upgrades and security protocols.
• Provide recommendations to the ICT leadership for infrastructure improvements.

Peer Mentorship and Onboarding Support

• Mentor junior Technicians through coaching, documentation reviews, and skill-building opportunities. Assist with onboarding and orientation for new ICT junior staff.
• Assist in identifying the training needs of regional/country program staff, and work with ICT leadership to facilitate the planning and implementation of these trainings.

Documentation, Reporting, and Compliance

• Assist with the development of regional technical guides, FAQ documents, and system checklists.
• Compile monthly technical trend analysis and service improvement recommendations.
• Ensure full compliance with CRS information security policies and data protection standards.

Knowledge, Skills and Abilities 

• Strong leadership and mentoring abilities within technical teams.
• High-level troubleshooting and analytical skills across platforms.
• Excellent communication and collaboration skills.
• Comfortable managing multiple priorities with autonomy.
• Proficient knowledge of Microsoft Intune Suite, including device enrollment, policy configuration, Endpoint Security management, and reporting.
• Strong troubleshooting skills for managing and supporting Windows, macOS, iOS, and Android operating systems independently.
• Solid understanding of Microsoft 365 administration, SharePoint, Teams, and Azure.
• Good understanding of endpoint security best practices, including proactively identifying and remediating vulnerabilities, managing encryption policies, and overseeing secure device disposal processes.
• Ability to interpret and proactively act on monitoring and diagnostic data to enhance device performance, resolve issues quickly, and improve end-user experience.
• Strong documentation skills, creating comprehensive knowledge articles, process guides, and maintaining accurate and easily accessible technical documentation.
• Excellent communication skills, capable of effectively collaborating across technical and non-technical teams, clearly explaining technical concepts.
• Ability to independently manage escalations and effectively coordinate with resources when required.
• Working knowledge of ITIL best practices, actively participating in service management processes, continuous improvement initiatives, and cross-functional projects.

Required Languages: Fluency in English is required

Travel: Must be willing and able to travel up to 10%. 

Supervisory Responsibilities: None

Qualifications

• Bachelor's degree in computer science, Information Systems, or related field required.
• Minimum 5 years of progressive ICT support experience, including multi-country or regional contexts.
• Advanced certifications such as CompTIA Network+/Security+, Microsoft 365 Certified: Modern Desktop Administrator, or ITIL Intermediate level preferred.
• Proven experience in mentoring ICT teams and handling escalations.
• Experience with ticketing systems (e.g., ServiceNow), endpoint management, and cloud platforms (Microsoft 365).