IT Officer / Microsoft Solution Developer

Organizational Context

The Jesuit Refugee Service (JRS) is ministry of the Society of Jesus, incorporated as an international non-governmental organisation with a mission to accompany, serve, and advocate for the rights of refugees and forcibly displaced people. The organisation was founded in November 1980 and now has a presence in over 56 countries. JRS undertakes services at national and regional levels with the support and guidance of an international office (IO) in Rome. The style of JRS service is human and spiritual, working in situations of greatest need, seeking the long-term well-being of refugees and displaced people while not neglecting their immediate or urgent needs. The main services provided are in the field of education, reconciliation, livelihood activities and psychosocial support. Currently, more than 724,000 individuals are direct beneficiaries of JRS projects.

Operational Context

The IT Officer, based in Rome, is a Microsoft Solution developer supporting the International, Regional and Country offices with various technical activities, including providing assistance and support related to computer systems, hardware, and software development/management. Under the direct supervision of the IT Specialist, the IT Officer will be responsible and perform the following duties:

Microsoft Developer (Microsoft .Net Technology)

• Bug fix and enhancements of the IMS (custom web application developed with Microsoft .Net Core and VueJS).
• SQL Server Database management Support users on IMS functionalities.
• Submit monthly status report.

General Responsibilities

• Maintain the IMS platform (custom web application developed with Microsoft .Net Core, VueJS and SQL Server), applying bug fix and minor enhancements.
• Manage and maintain the Helpdesk platform.
• Interact with network services when needed and requested.
• Document, track, and examine problems to ensure timely solutions at global level, ensuring the quality of the service offered.
• Oversee all helpdesk activities at the IO and at Global level.
• Classify and prioritize the received IT needs via the helpdesk channel and communicate it to the respective department.
• Support JRS offices with Microsoft Office 365 tools (Outlook, OneDrive, SharePoint...).
• Support JRS offices managing IT infrastructure on premise and Azure Cloud, including hardware and software installation and upgrades.
• Maintain the case solution path documentation library.
• Ensure the proper induction and continuous training of the 1st and 2nd tier responders.
• Respond to escalated helpdesk issues from regions and countries via the first and second tiers responders.

International Office IT Support

• Responsible for maintaining a fluid and well-organized inventory and storage system for all IT hardware, software including installations and upgrades.
• Develop how-to guides, editing, and revising them with updated information when necessary.
• Ensure systems backups, archiving, and disaster recovery.
• Ensure that employees are following computer use policies, information security and privacy policies.
• Address technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems to resolve network connectivity issues.
• Manage all help desk activities at IO office level.
• Provide input for the purchasing of software, hardware, and other IT supplies at IO level.
• Ensure that company assets are maintained responsibly.

Qualifications and Experience

• At least an Associate Degree in a related discipline and at least three (3) years of professional experience as a Microsoft Solution Developer (Microsoft .NET and SQL Server).
• OR High School Diploma and at least five (5) years of professional experience as a Microsoft Solution Developer (Microsoft .NET and SQL Server).
• Microsoft certifications (Development and/or SQL Server).

Languages

Excellent proficiency in written and verbal English and professional working knowledge of one of the other JRS official languages (French, Spanish).

Skills and Competencies

• Ability to follow complex and unique processes and adapt to change rapidly.
• Analytical thought needed to resolve issues in a variety of complex situations.
• Ability to diagnose and resolve basic technical issues.
• Manage several issues and follow-ups simultaneously in fast-paced and deadline-driven environment.

Technical Knowledge

• Working knowledge of C#, HTML, MVC, ASP.NET, SQL.
• Working knowledge of office automation products, databases and remote control, and a good understanding of computer systems, mobile devices, and other tech products.
• Working knowledge of WAN and LAN to address network connectivity issues.
• Knowledge of Ticketing Systems, Monitoring Tools, Network Protocols, LAN/WAN knowledge, TCP/IP, Internet/Browsers, Spreadsheets – Excel, Access, MS Exchange, Word, Outlook, and Project.

Core values and ethics

• Commitment to JRS’s mission, vision and values; ability to convey with enthusiasm JRS’s role in accompanying and serving forcibly displaced people and to advocate for their right to protection and a life in dignity.
• High integrity, honesty and confidentiality; ability to deal tactfully and discreetly with people, situations and information.
• Acceptance of diversity and inclusion as a core value.

How to apply

All applicants are requested to submit the following documents:

• A cover letter describing the candidate’s desire and motivation to work for JRS and how her/his qualifications and experience are a good fit for this position.
• Curriculum Vitae (CV) in English, including three (3) professional references with contact information, phone and email address.

Due to urgent need, the screening of CVs will be carried out on an ongoing basis and a suitable candidate may be identified prior to the indicated deadline. Therefore, we encourage interested candidates to submit their application at their earliest convenience.

Please note that this position is only open to candidates who possess EU citizenship or other legal authorization to work in the European Union.