ICT Coordinator

About Mercy Corps

Mercy Corps is powered by the belief that a better world is possible. To do this, we know our teams do their best work when they are diverse and every team member feels that they belong. We welcome diverse backgrounds, perspectives, and skills so that we can be stronger and have long term impact.

The Program / Department summary

The Operations Department is committed to implementing and maintaining the highest standards of efficiency and integrity in the support and services. The IT unit in Operations department provides the information technology required for the fulfilment of Mercy Corps mission in an efficient and effective manner.

The Position summary

We are seeking an Information and Communications Technology (ICT) Coordinator to join our team in Amman, Jordan supporting our programming in Syria. The ICT Coordinator will be responsible for providing a high level of customer support service and ensuring the proper functioning of equipment and network to meet office needs and demands. Ensure to implement policies and procedures instructed by Global Headquarters.

This position plays a vital role in the organization by troubleshooting any ICT issues raised by the Mercy Corps Syria country program and provide resolution. This can be on-site supporting Mercy Corps teams members in Amman, Jordan or remote support for staff working in the field or from home or the team visiting field or other offices remotely.

Essential Responsibilities

The specific duties and responsibilities of the ICT Coordinator include, but are not limited to, the following:

ICT INFRASTRUCTURE MANAGEMENT

• In coordination with Regional and Global IT team, plan, design, and installation of top-level IT infrastructure, operations planning and related services to ensure compatibility with existing Mercy Corps standard systems.
• Oversee and maintain Mercy Corps ICT infrastructure, includes WAN, LAN & Wireless-LAN with Next Generation Firewalls and enterprise level network appliances, Windows servers & NAS drives, endpoints, UPS backup systems etc.
• Ensure the security of all systems through firewall, anti-malware, and encryption.
• Monitor network traffic and coordinate a mitigation process for security incidents that is safe, traceable, and accountable. Coordinate with the Regional IT System Administrator to address serious security incidents or issues that require high-level decisions.
• Undertake the responsibility for smooth functioning of internet services in all offices. Interact with ISP for day-to-day internet issues related to services, connectivity, slow bandwidth, relocation, subscriptions etc. Lead on measurement and analysis of regional key performance indicators to inform strategic decision making.

System IMPLIMENTATION and Administration

• Lead the Email & Data migration project from G-Suite to Microsoft 365 for Mercy Corps Syria (MCSY). This includes working closely with Regional IT team & M365 team, providing IT support to end users during the system migration, training end users etc.
• IT focal point for MCSY for any IT projects & rollouts organized by Mercy Corps Headquarters.
• Ensure all agency endpoints are enrolled to the Global Device Management and Security system.
• Ensure that system and data availability meet business recovery requirements. Perform administrative tasks for data retention and share drives services.
• Manage Mercy Corps Account Management System – creating & suspending login accounts for Mercy Corps employees.
• Implement and maintain solutions to minimize the risk of server and systems from being infected and/or exposed to viruses or other harmful applications.
• Implement and oversee Server backup solutions (disaster recovery). Maintain weekly basis backups of Server data and user data. Ensure backup and archives are made and stored in offsite locations as scheduled.
• Prepare strategies as it pertains to IT infrastructure, hardware, and data assets as part of the organization’s comprehensive contingency and business continuity plans.

HELP DESK SUPPORT

• Provide timely technical assistance and support for incoming queries and issues related to computer systems, software, hardware, and networking. Respond to incoming queries via the Help Desk ticketing system either in person, over the phone or by email.

• Oversee repair of computers and IT equipment at local level, when possible, facilitate and advise on best, safest and most economic solutions in consultation with the Operations Director / Manager.
• Ensure licensed software is used only and the systems are free from pirated software.

• Ensure anti-virus programs are installed, configured and up to date according to standards.
• Write training manuals and train end-users on M365 Office applications, safe computing & best practices, accessing Mercy Corps online resources etc.
• Oversee selection of IT equipment and accessories required for the smooth functioning of IT system. Advise Procurement and Logistics Department on the purchasing of IT equipment.

OTHER

• Manage Field Office IT staff to ensure implementation is completed in a timely and proper manner.
• Advise and indirectly monitor performance of MCSY Field IT Staff to ensure that field office support issues are being addressed or escalated in a timely and appropriate manner. Coordinate performance feedback with the IT staff’s respective direct reports.
• Develop timeframes and cost plans for acquisition of new equipment or software; coordinate with Operations on budgetary implications of current and future needs. Assist and strategize with Operations Director / Manager on the procurement strategies and requirements for all network and required computer equipment.
• Read and understand the Mercy corps ICT System Policy on appropriate use. Orient staff on appropriate use and monitor use activities to ensure adherence to these policies.
• Ensure responsible use and confidentiality of any information identified as sensitive.
• Support & orient on MC Code of Ethics and uphold Mercy Corps Zero tolerance of corruption policy.

• Conduct himself/herself both professionally and personally in such a manner as to bring credit to Mercy Corps and to not jeopardize its humanitarian mission.

REPORTING

• Prepare and provide monthly ICT service reports for the Country Operations Director / Manager. The reports should include data regarding service performance, key risks, current project status, and planned initiatives.
• Maintain proper documentation of all IT equipment including software licenses, system profiles, warranties, and IT stock/accessories
• Implement and ensure compliance of network and data security policies and processes, including new institutional revisions to data protection policies
• Assist in any business continuity and contingency planning exercises or drafting of Standard Operating Procedures (SOPs) as it relates to IT.

Supervisory Responsibility

Directly supervises all ICT Officers and Assistants.

Accountability

Reports Directly To: Director of Operations

Works Directly With: IT Team in country, Senior Regional IT System Administrator, Operations,

Programs, Finance, HR and Security

Accountability to Participants and Stakeholders

Mercy Corps team members are expected to support all efforts toward accountability, specifically to our program participants, community partners, other stakeholders, and to international standards guiding international relief and development work. We are committed to actively engaging communities as equal partners in the design, monitoring and evaluation of our field projects.

Minimum Qualification & Transferable Skills

• A valid bachelor's degree in Computer Science and/or equivalent of 3 years’ experience in relevant field
• Relevant certifications in hardware, Software and Networking are considered a bonus.
• Relevant experience in network management in Cisco Meraki appliances or any next-generation firewall are considered a bonus.
• Exclusive knowledge of internet, cybersecurity, Data security & privacy, MS Windows 10 / 11 Professional, M365 Power Apps, MS SharePoint, One Drive, G-Suite are considered a bonus.
• Strong troubleshooting abilities, especially in networking (including Wireless LAN), M365 Apps.
• Proficiency with Microsoft Server and Active Directory (Cloud and Local).
• Proficiency in written and spoken English
• Demonstrated attention to detail, ability to follow procedures, meet deadlines and work independently and cooperatively with team members is required.
• Strong inter-personal, communication and report-writing skills.
• Flexibility and ability to work under pressure
• Must understand, follow and implement existing policies on IT equipment use and best practices.

Success Factors

Define the specific behavior and attitudes critical to success in the position at time of hire and as it develops over time in paragraph form (soft skills).

Safeguarding & Ethics

Mercy Corps is committed to ensuring that all individuals we come into contact with through our work, whether team members, community members, program participants or others, are treated with respect and dignity. We are committed to the core principles regarding prevention of sexual exploitation and abuse laid out by the UN Secretary General and IASC and have signed on to the Interagency Misconduct Disclosure Scheme. We will not tolerate child abuse, sexual exploitation, abuse, or harassment by or of our team members. As part of our commitment to a safe and inclusive work environment, team members are expected to conduct themselves in a professional manner, respect local laws and customs, and to adhere to Mercy Corps Code of Conduct Policies and values at all times. Team members are required to complete mandatory Code of Conduct eLearning courses upon hire and on an annual basis.

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