Within IT Unit, the Officer – IT Specialist ensures that all end users of IT systems receive timely support to effectively use the IT systems and solutions provided in the
Regional Office. This position is a key contributor to the delivery of these services, with a focus on IT infrastructure and 2nd level service desk function. This position
participates in processes related to IT infrastructure operations, maintenance and upgrades. This includes maintaining hardware (computer networking equipments,
servers, network attached storage, Uninterrupted Power Supply), including their life-cycle management. The Officer – IT Specialist participates in project teams to test new
systems being introduced. He/She also delivers training to end users, either individually or in small groups related to the use of the networks and IT resources within the
office. All services provided by the Officer – IT Specialist are tracked and reported on by using IT Service Management software tools (EasyVista). The Officer – IT
Specialist are to support the country offices from time to time on their IT infrastructure issues.
Provide 2nd level service desk services. Monitor progress of issues related to IT infrastructure and ensure adequate follow-up until resolution.
Undertake all support related to IT infrastructure within the regional office and from time to time the country offices.
Participate in all activities related to IT infrastructure in Kuala Lumpur – including design, deployment, upgrade, backups, configuration and support.
Participate in the procurement, stock and inventory processes of the IT infrastructure. This includes maintenance of inventory and stock for end-of-year accounting.
Provide support towards Emergency Response Unit and Regional Disaster Response Team IT Telecom stocks including maintenance.
Implement service desk procedures and processes, follow processes and meet service levels, in the scope of IT infrastructure.
Participate in the successful implementation of major projects. Test new systems in the project phase so as to be knowledgeable to provide effective support.
Identify documentation requirements and develop documentation to assist service desk in the area of IT infrastructure support. Continually update the processes
Provide periodic performance reports on networks and systems usage in the regional office.
Continually update own skills on various systems used at IFRC. Identify, review and participate in IT training solutions to deliver appropriate, cost effective training in
IT and Telecom for users.
As ambassadors of IT services, continually improve user satisfaction by a “can-do” attitude.
University degree, technical school or equivalent level or an equivalent combination of education and experience in the area of telecommunication, electronics,
computer sciences or equivalent.
Experience & Skills
At least 5 years relevant work experience in the operation and support of IT infrastructure including networking equipments and servers.
Expertise with the current technologies used in business software, hardware, networking and internet connectivity.
Experience in working in a humanitarian organization supporting both disaster response and ongoing programmes
Experience in network training
Networking certification (Cisco / CompTIA / Juniper / Wireshark / Avaya / Citrix / HP / Extreme / Microsoft) an added advantage
Microsoft Server troubleshooting experience an added advantage
Able to undertake strategic thinking and translate this into practice
Capability of working with sensitivity in a multi-cultural environment and virtual or/and dispersed teams
Strong written and oral communication skills (including advanced knowledge of one of the major languages of the Federation)
Able to network effectively and influence and inspire others including the membership, governments, other agencies, and own peers, staff, and partners
Focused on quality and standards, results, and accountability
Teamwork and trust-building, inclusive National Society relations
Proactive approach to finding creative and constructive solutions to difficult issues