ICT Support Specialist

Overview

Provide technology support for World Vision programs and projects

You have:

• University degree in Information Technology or Computer Science or similar field.
• At least 5 years' experience in providing ICT technical support, preferably with NGO context and environment.
• At least 2 years’ experience in cybersecurity incident responding, network media configuration management.
• Strong technical knowledge and skills in Windows 11, Windows server management, endpoint management, network, router, firewall, VPN configuration.
• Practical knowledge of managing servers, applications, services, network in cloud environment, backup system, incident handling, data analytics tools.
• Good communication, data analytic, critical thinking, problem-solving skills.
• Able to work with MS Word, Excel, Outlook, Teams, and SharePoint online.

With over 70 years of experience, our focus is on helping the most vulnerable children overcome poverty and experience fullness of life. We help children of all backgrounds, even in the most dangerous places, inspired by our Christian faith.

Come join our 34,000+ staff working in nearly 100 countries and share the joy of transforming vulnerable children’s life stories!

Key Responsibilities:

Job title: ICT Support Specialist

Location: National Office

Full/Part-time: Full-Time

Fixed term/Temporary: Fixed term

PURPOSE OF POSITION

To provide the technology support service to World Vision International Mongolia in line with World Vision’s procedures in order to support timely implementation of World Vision Programs/Projects. Reviews all requests, incidents, and problems to ensure accurate documentation and timely response and resolution.

To manage, maintain, configure, monitor the ICT resources such as system, software and virtual/physical servers/nodes, endpoints, and network equipment in an effective and professional manner that meets the requirements of WVI and Donors.

To support to line manager about his/her decision-making and World Vision International Mongolia to have a secure and reliable information system and technology supports.

MAJOR RESPONSIBILITIES

Business Requirements

Participate in developing Functional Strategy through understanding and capturing stakeholders’ needs. Translate the strategy into Annual Business Plans with the guidance of Manager. Understand / assess the business requirements of stakeholders and apply in the day-to-day work.

Planing

Establish and communicate priorities based on customer needs. Participate in organizational ICT strategy development Develop strategies to manage the frequency of appropriate support requests, incidents, and problems. Assess/analyse the technology needs for World Vision International Mongolia and prepare report for management.

Participate in departmental meetings to review status of tasks and update direct supervisor on the progress of the departments’ functions.

Supplier Contract and Relationship Management

Draft supplier contracts for ICT goods, works, and services where the vetted global standard contract format is not applicable, and reviews supplier recommended changes to procurement contracts for ICT goods, works, and services. Ensure that contractual conditions and performance indicators are understood by the suppliers. Identify & resolve or escalate ICT goods, works, and services related contract issues both internally and externally, and propose improvements to the contracting process.

Analyse supplier Key Performance Indicators based on guidelines, monitoring process, customer feedback information & other sources and coordinate with supplier for improvement.

Technology Support

Manage/Response/Resolve customer requests, incidents, and problems according to GTD Service Level Agreement Administer/Plan/Install/Deployment/Configure/Execute/Monitor /Maintenance of the ICT resources such as systems, servers, endpoints, telecommunication devices, system account management, and software. Ensure networks and internet connectivity are fully operated, and reliable services are provided in all WVIM offices. Ensure users will fully access the resources on the local area network, such as network printer. Ensure users/staff accounts are managed properly.

Ensure ICT, Information security, Cybersecurity policies, guidelines, processes, and standards are followed accordingly in field.

Cybersecurity incident response

Support management to achieve Cybersecurity Incident Response Objectives Manage/Coordinate/Report cybersecurity incidents of World Vision International Mongolia according to the WVI policies, guidelines, and standards. Assess/analysis cybersecurity issues, incidents, and report to the management. Determines impacts of incident on existing architecture, work processes and systems. According to the standard set by management/WVI.

Take necessary actions for preparation and/or detection and/or identification and/or containment and/or eradication and/or recovery and/or post-incidents for cybersecurity incidents within consultation of direct supervisor and/or Cybersecurity team and/or CISO.

Data Management, Analysis and Reporting

Monitor/Analyse/Assess performance of key indicators, conduct root cause analysis of low performing areas in ICT resources and digital solutions and develop and implement plans to improve those indicators Assess, analyse WV Mongolia information security and data privacy policy implementation within cooperation or guidance of line manager or regional/global team

Maintain WVI Mongolia asset register on Gabi or asset management system

Asset management

Maintain WVI Mongolia asset register on Gabi or asset management system according to the guidance Update management regarding asset data analyse

Process, Procedure and Policy

Conduct all tasks as per the approved ICT, Information Security Data privacy policies, processes, guidelines, and donor regulations. Advice management regarding any challenge / risks / impractical guidelines. Collect customer feedback relating to the policies, processes and guidelines, and report to management for improvements or change.

Control and Compliance

• Regularly monitor and maintain systems, servers, endpoints, and telecommunication equipment.
• Maintain proper filing and record keeping data privacy and cyber security issues, incidents, and problems as per the guidelines set by the management.
• Maintain proper registration and documentation of customer requests, incidents, and problems on Gabi
• In case of failure events, notifies users, and if needed escalates to next level support team.
• Adheres/sets to security requirements according to ICT security standards.
• Participate in development of risk identification & assessment tools, registers and other tools and assessing ICT and contractual risks for procurements of ICT goods, works, or services.
• Coordinate with Requesters to close out open support requests and encourage respond customer feedback when received customer feedback invitation.

Implement of agreed audit recommendations in the ICT as per the guidance given by the line manager

Training/ Couching / Capacity Building

• Identify customer training needs based on common requests, incidents, and problems
• Coordinate / facilitate trainings on technology, digital solution, WVI Information Technology Policies, Guidelines, and Systems

Support to peers to their performance through performance reviews, frequent conversations and other method as appropriate.

KNOWLEDGE, SKILLS, AND ABILITIES

Minimum education, training, and experience requirements to qualify for the position

• University degree in Information Technology or Computer Science or similar field

• Require strong technical knowledge and skills in Windows 11, Windows server management, endpoint management, network, router, firewall, VPN configuration.
• Require practical knowledge of managing servers, applications, services, network in cloud environment, backup system, incident handling, data analytics tools
• Good communication, data analytic, critical thinking, problem-solving skills
• Able to work with MS Word, Excel, Outlook, Teams, and SharePoint online.
• At least 5 years' experience in providing ICT technical support, preferably with NGO context and environment.
• At least 2 years’ experience in cybersecurity incident responding, network media configuration management.
• Demonstrated Information Technology expertise/experience

Applicant Types Accepted:

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Potential interview questions

Added 1 year ago - Updated 1 year ago - Source: wvi.org