Note:
Oxfam doesn’t charge any fees for recruitment and doesn’t have any relationship with recruitment agencies in or out Yemen.
:ملحوظة
منظمة أوكسفام لا تفرض أي رسوم على التوظيف وليس لها اي علاقة مع وكالات التوظيف داخل او خارج اليمن
Oxfam is a global movement of people working together to end the injustice of poverty.
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.
How to apply:
As part of your online application, please upload your up-to-date CV and Cover Letter explaining your suitability against the essential criteria in the job profile.