IT Infrastructure Specialist

Location

Starting Date & Initial Contract Details

January 2022. Full time, open-ended contract.

Role Overview

This position will be part of the Security and Infrastructure team. In collaboration with others in the team, will provide operational support for Medair’s actual and future infrastructure needs. The role supports the implementation of connectivity and infrastructure projects and ensures that Medair has the most appropriate ICT infrastructure across all country programs to enable our teams to perform their work in the most effective and efficient way within the constraints of the specific contexts.

Project Overview

Global ITS provides Medair with centralised governance, strategy, direction, innovation and support in the use of the information technologies that amplify our people to people strategy. We provide a centralised approach to ensure cost efficiency and integration, including our country programs in the strategic design of our systems, and we deliver services locally where practical to ensure that we meet the day-to-day needs of our GSO and country program colleagues. The Security and Infrastructure team sets the strategic direction for how Medair’s roadmap of security and infrastructure across our country programs, and implements and supports the technologies required to ensure our people to people approach.

Our Culture

Key Activity Areas

ICT Infrastructure Operations

• Provides daily operations of ICT infrastructure with 2nd level troubleshooting.
• Ensures monitoring, backup and recovery process functionality.
• Provides regular reporting to management. Problem Management for infrastructure topics.

Implementation of Infrastructure Projects 

• In collaboration with the ITS Manager and the Snr Security and Infrastructure Specialist, provides input for Medair’s infrastructure roadmap and ensures that future implementations are fit for purpose.
• Participates in the implementation of approved ICT infrastructure projects within the agreed budget, timeline, and quality. Manages project stakeholders including GSO, country programs and 3rd party vendors.
• Monitors project execution progress. Provides regular project reporting to ITS management.

ICT Technical Solutions

• Delivery of ICT technical solutions by feasibility study, testing, validation and implementation of new solutions
• Cooperation and supervision of 3rd party vendors.
• Assessment and implementation of appropriate backup and monitoring solutions ensuring full visibility and recovery of ICT infrastructure. Document’s solutions and store documentation in shared folders.

End user support

• Provides 2nd level hardware and software support to Country Programs and GSO users.
• Helps research, recommend, implement, and develop solutions supporting end-user requests.

Solution awareness

• Prepares and provides internal training to the user of implemented solutions.
• Act as a point of contact in case of end-user questions.
• Management and follow-up of 3rd party vendor questions concerning applications and hardware solutions.

Innovation/changes

• The holder of this position is required to have an overview of the performance of existing ICT systems and solution and propose changes to improve systems efficiency.

Team Spiritual Life

• Reflect the values of Medair with staff, beneficiaries, and external contacts.
• Work and pray together in our Christian faith-based team settings. Fully contribute to the rich spiritual life of your team, including team devotions, prayers, and words of encouragement.
• Encouraged to join and contribute to Medair’s international prayer network.

This job description covers the main tasks that are anticipated. Other tasks may be assigned as necessary.

Qualifications

• IT education supported by practice in ICT infrastructure. Bachelor’s degree in IT or computer science desirable.
• ICT Certifications (OS, Networking, Security, Cloud) desirable.
• Strong working knowledge of English and French (spoken and written).

What is the ROC and why is it required?

Experience

• 3-5 years of experience in ICT, experience with NGO desirable.
• 1-2 years’ experience implementing complex Infrastructure Projects.
• Knowledge and experience of change management.
• Networking: TCP/IP networking, Routing/switching design, configuration, installation and troubleshooting of routers, switches, e.g., Cisco/Meraki, Knowledge of protocols and services DNS, DHCP, VLAN, WAN, NAT, SNMP, Troubleshooting and diagnostics of software, hardware, and network problems.
• Operating systems: Windows Server 2008/2012 and Windows 7 and 10 installation and configuration, Windows Server Virtualization virtual server management, (e.g., Hyper-V), Microsoft Active Directory services.
• Cloud services: IaaS, PaaS, SaaS, Office 365, Azure, AWS, Box.
• Applications: Supporting MS Office 365.
• IP Telephony: Administration of IP telephony systems.
• Helpdesk: IT end-user support using ticketing systems as Helpdesk function, Software installation, updates on a regular basis, Supporting office equipment, e.g. printers, beamers, scanners & Vendor management.
• IT Security: IT Security knowledge, Antispam Filters, Firewalls, DPI, Load balancers, Malware detection, IT security certifications as, e.g. CISM, CISSP, CEH, and knowledge of IS standards, e.g. ISO27001, ISO9001.
• Self-propelled person that likes to work.
• Remote worker – experienced in working on a daily basis with a remote team.
• Flexible and resilient team player with a positive attitude.
• Excellent communication skills, especially in explaining complex technical concepts to senior management and business users. Willingness to work for the mission of Medair. Servant Leadership.
• Challenging others and being challenged in return. Can-do attitude when tackling day-to-day tasks.
• Proactively finds solutions rather than waiting to be told the answers.