Senior IT Officer – FHI 360 عودة إلى الفرص

Position Description:

The IT Officer provides support to end-users, internal users, or partners. Serves as the first/second line of support for the end user on issues related to desktop computers, laptops, printers, servers, network connectivity and remote access.   Simulates or recreates a process to resolve operating difficulties and may interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems. He/She works with the US ISS Operations team and US ISS Infrastructure team to coordinate support, project delivery, upgrades and routine tasks.

• Provides technical leadership to Jr. IT staff.
• Serves as a technical escalation point for Jr. IT staff
• Provides support of computer hardware, software, printers, applications, operating systems, servers and network devices.
• Ensures update of the Bitdefender Anti-virus of servers and clients.
• Performs regular backups of servers, user files, and network shared files
• Performs software installations on company computers and configures applications as specified.
• Working knowledge and understanding with a variety of technologies to effectively support end- users.
• Maintains the office IT system and upgrades when required or as instructed by HQ
• Ability to interact with a broad range of end-users and use various technical resources to provide support.
• Manages and collaborates with third party suppliers/vendors where appropriate and ensures that vendor performance and provision of services and quality is in line with FHI 360 expectations that enable FHI 360 to meet or exceed service levels.
• Responsible for the optimal operation of all office devices and end user computing environments hardware, peripherals, which directly support and help manage the end user computing environment.
• Supports organizational wide priorities by ensuring optimal support and timely resolution of incidents
• Demonstrates complete ownership of all incidents or service requests
• Responsible for tracking and progress of all incidents to conclusion
• Identifies and promotes technical and operational “best practices.”
• Trains staff on newly deployed technologies
• Reviews and enforces FHI 360’s policies and standard operating procedures (SOPs)
• Excellent oral and written communication skills.