IT Officer

Job Description

Background/IRC Summary: The IRC has a rich history of assisting refugees to apply for U.S. resettlement, from its founding in 1933 to help vulnerable individuals escape Nazi-occupied Europe, to pioneering the Joint Voluntary Agency which assisted Indochinese refugees for 22 years, to operations in Croatia, Sierra Leone and Sudan. Over the years, IRC has processed some half million refugees worldwide for U.S. resettlement.

Based in Bangkok with four field offices in Thailand and Malaysia, the IRC Resettlement Support Center (IRC-RSC) assists persons throughout East Asia seeking permanent resettlement in the United States. RSC prepares refugee applications for the U.S. Refugee Admissions Program, provides information to resettlement agencies about arriving refugees and offers cultural orientation training to those refugees bound for the U.S.

Job Overview/Summary: The IT Department supports the organization’s work by providing reliable and scalable applications and infrastructure of the IRC’s offices in the US and around the world, including many technologically challenging locations. An integral component of this effort is ensuring that Country Programs have the capacity to implement and support these IT initiatives effectively across the country offices and in the field sites. Reporting to the Malaysia IT Manager, the IT Officer (ITO) is based at the IRC’s Resettlement Support Centre Hub Office in Kuala Lumpur. This facility with approximately 65 staff is operated by the IRC under contract with the US Department of State. The IT Officer assists in leading all aspects of network administration, end-user support and front-line support to all RSC-related applications. He/she collaborates with global IT teams or to external parties or vendor when needed to ensure resolution of issues.

**Major Responsibilities:

IT Support Duties:**

Provide day-to-day supports for all users in RSC KL, Malaysia. Monitor ticket through centralized IT incident monitoring application (ServiceNow) and resolve IT issues within service level agreement. In alignment with established SOPs, install and configure computer hardware operating systems and applications Assist in efficient monitoring and maintenance of computer systems assets and networks to ensure user's uninterrupted access to technology resources Work with IT Manager to deploy and maintain servers and domain services, including management of LAN, AD, computers and users accounts, DNS, DHCP, centralized computers updating and patching and GPO management.

Assist office colleagues through a series of actions, either face-to-face, over the phone, or messaging tools (e.g. Teams) in setting up systems or resolve issues Follow established procedures to solve a fault or set up a system and establish procedural documentation for newly-found solutions

Administer and maintain end user accounts, permissions, and access rights.

Work continuously on a task until completion (or bring up to global IT support or to third parties/vendor, if appropriate and in consultation with supervisor) Rapidly establish a good working relationship with office colleagues and fellow IT practitioners within IRC Assist the IT Manager in developing Standard Operating Procedures (SOP) that will be integrated into the IT Security Policy Development Process as required by the NIST 800-53 Rev4 Moderate Baselines.

Configure, monitor any events, and maintain file system security, perform server and security audits together with asset audits Manage backup solutions such as administer backup servers and application, manage off-site storage routine for backup media, and maintain backup SOP as part of the Disaster Recovery Planning. Support the roll-out of new applications and works on special projects as necessary as directed by the IT Manager.

Common Duties

Participate in relevant meetings and webinars organized or suggested by supervisor or colleagues from region or HQ Provide support to Supply Chain team in the conduct of any IT-related acquisitions Observe and uphold the IRC IT Acceptable Use Policy and RSC Integrity and Compliance policies Coordinate the development of materials and conduct of training sessions to increase staff's awareness on cyber security and skills in utilizing standard applications Always prepared to occasionally be designated by Admin Coordinator to provide overall oversight of IT Operations in RSC Malaysia when IT Manager is not available

Key Working Relationships:

Position Reports to: IT Manager Position directly supervises: NIL Indirect Reporting: Administration Coordinator Other Internal and/or external contacts: Internal: Operations and Program staff External: Vendors, Suppliers, UNHCR, IOM.

Qualifications

Job Requirements:

Education: Bachelor’s Degree in Computer Engineering and /or equivalent technical work experiences

Technical Skills & Work Experience: Soft Skills and Competencies:

Language and Computer Skills:

Proficient in written and verbal communication skills in English Language

Certificates or Licenses:

Others: Able to travel whenever required At least 2 years’ experience in IT Service Management Strong troubleshooting skills, with the ability to effectively convey technical troubleshooting results to IT peers for seamless issue resolution Experience in desktop and laptop installation and maintenance Solid understanding of Microsoft Operating Systems and Applications suite installation and troubleshooting Proficiency with client-server environment using Microsoft Server 2012/2016/2019 implementing Active Directory, DNS, DHCP and group policy objects Familiarity in server and endpoint patching methodologies Good technical writing / documentation skills Familiarity with IT Service Management methodologies such as ITIL is a plus

Ability to work harmoniously with other staff members in cross cultural contexts. Good verbal communication and report-writing skills with the ability to convey information effectively Client-centered and service-orientated demeanor, and remains focus under stress High sense of professional discretion, integrity and ability to handle situations respectfully towards effective resolution. Not applicable, unless required by law and/or organization to carry out official duties

Working Environment: The employee is required to adhere to the “IRC Way” for professional conducts, as well as to be in compliance with all relevant Policies and Procedures while carrying his/her duties.

All other employee terms and conditions shall be as per stipulated in the Employment Contract and/or Employee Handbook.