Job Description

The Role:

We are looking for Senior IT Officer to perform the follow responsibilities:

• As a member of Tier 1 and T2 Specialist Infrastructure Support, participate in Tier 1 and Tier 2 support in the region third level issues recorded in the region.
• Deliver all regional and organisational IT projects. Champion newly delivered WoW.
• Provide remote assistance to regional users and remote maintenance to regional servers and
• Follow specialist technical advice by Infrastructure teams in MENA and UK
• Advise management on specialised areas of expertise.
• Communicate/influence widely with all the regional staff, the Regional IT team & some external
• contacts
• Represent Oxfam externally at IT-related forums and associations.
• Provide business-critical technical expertise using a unique knowledge set.
• Implement agreed Corporate IS strategies and policies.
• Ensure cost-effectiveness of regional IS-related contracts by monitoring and managing the received services.
• On occasion, use independent thought and research to recommend the best solution for projects and more difficult issues.
• On rotation, be the lead regional technical contact and support technical staff in the
• Provide technical Regional Service Desk services and remote assistance to users to solve specific IT Issues.
• Log all calls made to the Regional Service Desk with the correct level of detail to facilitate resolution.
• Answer all calls to the Regional Service Desk in a professional customer service-oriented manner.
• As a member of Service Desk MENA, solve Tier 1, Tier2 and Specialist issues assigned to her/him
• Manage resolution of escalated problems.
• Maintain regional servers and services.
• Actively participate in and contribute to the Regional IT team and the wider Business Services Team, contributing to regional strategy development, implementation and achievement.
• Provide support with the installation of appropriate office systems, including PC LANs, servers, communications equipment, standard Oxfam software, etc, in the region whilst ensuring coordination with the ISSM/ISD.
• Provide Notes Administration support to the region.
• Provide AD and Windows server administration to the region.
• Assist the ISSM in developing regional IT capacity through the use of a variety of training and support techniques, undertaking actual training as appropriate.
• To manage technical resources and specialist staff, if appropriate, in the regional office, including maintenance, purchase and contracting of local services.
• To regularly update regional IS information in the OGN database.
• To contribute to the Regional IS Monthly report.
• Monitor and evaluate quality control of IT systems across the Region, identifying and resolving underlying issues and reasons for problems.
• Coordinate the work of local IT contractors in offices and oversee the work they are doing, including installation, hardware, and software support.
• Provide or coordinate hardware support in-country offices where SITO is based.
• Spend 1 week minimum travelling to support all Yemen offices.

What we are looking for:

The ideal candidate should meet the following requirements:

Essential

• IT or similar university graduation
• 2 years managing Cloud Azure, M365 or similar Cloud-based systems.
• Experience of the following:
  • Customer Management or Help Desk
  • Service Level Reporting
  • Problem and Incident Management
  • Change Control and Release Management
  • Exceed customer expectations.
  • Clear and concise communication with customers and team

In addition:

• Good working knowledge of the English language
• Incident management and Excellent prioritization skills

An ideal candidate for the role will also be/have:

• Meraki, Cisco or similar cloud network certification
• Working on a Senior IT Officer role in another NGO or large size institution
• Working in NOG or iNGO
• Certification in ITIL
• Certification or Qualification in Customer Support
• Management processes

Desirable

• Meraki, Cisco or similar cloud network certification
• Working on a Senior IT Officer role in another NGO or large size institution
• Working in NOG or iNGO
• Certification in ITIL
• Certification or Qualification in Customer Support
• Management processes

Organizational Values:

• Accountability – Our purpose-driven, results-focused approach means we take responsibility for our actions and hold ourselves accountable. We believe that others should also be held accountable for their actions.

• Empowerment – Our approach means that everyone involved with Oxfam, from our staff and supporters to people living in poverty, should feel they can make change happen.

• Inclusiveness – We are open to everyone and embrace diversity. We believe everyone has a contribution to make, regardless of visible and invisible differences.