Helpdesk, IT Support and Information Security Service Officer

İşin təsviri

Job purpose:

• IT Officer is expected to be responsible for establishing and implementing the organizational IT strategy as applicable to the Azerbaijan Red Crescent Society. This includes delivery of high-quality IT infrastructure and telecommunications environment and carry out all IT assistance required by the organization both at the central and branch levels.

Job duties and responsibilities:

• Support and lead the Microsoft 365 integration of the organization including the procurement of licenses benefiting from Microsoft Non-profit offers. 
• Lead and consult with relevant departments of the organization the digital transformation process.
• Management of institutional e-mail server and ensure creation and termination of e-mail accounts timely and efficiently.
• Ensure that the e-mail server functions properly and provide technical support when needed.
• Ensure that the e-mail server, available online databases, portals and other platforms are functional and necessary security measures for these platforms are in place and up-to-date.
• Ensure that necessary digital platforms to facilitate meetings (zoom, teams etc.) are accessible for staff and trainings are provided when required.
• Ensure that the IT/telecom equipment is operational and well-maintained at the headquarters level.
• Ensure that all the IT equipment is registered on an electronic inventory and timely follow-up and tracking of equipment is done.
• Provide a service desk function as contact for the Azerbaijan Red Crescent Society departments at the headquarters and branches around the country on IT and telecom incidents and service requests; resolve or escalate the calls in the most efficient manner. 
• Provide support and incident/service request resolution for the Azerbaijan Red Crescent Society, including installation, maintenance and repair of digital equipment.
• Provide trainings to staff and volunteers of the Azerbaijan Red Crescent on Microsoft 365 applications and using the hardware.
• Make sure that necessary back-up system is in place and functioning properly both for the e-mail server and databases.
• Lead development of IT policies and standards including but not limited to managing accounts, maintenance, inventory, digital security, incident response etc.
• Advocate and implement for applying standards in IT procedures. 
• Support the information management functions in terms of making necessary equipment available and keeping the necessary information management platforms online including maintenance of the database servers.
• Support the procurement function in identifying minimum specifications when IT and telecom equipment is needed. Identifying vulnerabilities in our current network.
• Developing and implementing a comprehensive plan to secure our computing/digital network.
• Monitoring network usage to ensure compliance with security policies.
• Keeping up to date with developments in IT security standards and threats.
• Performing penetration tests to find any flaws.
• Documenting any security breaches and assessing their damage.
• Diagnosing issues with computer software, peripherals, and hardware.
• Running software diagnostic tools and physically inspecting hardware systems.
• Writing training manuals.
• Completing support tickets.

Duties applicable to all staff:

• Actively work towards the achievement of the AzRC goals 
• Abide by and work in accordance with the Red Cross and Red Crescent principles
• Perform any other work-related duties and responsibilities that may be assigned by the line manager.

Position Requirements:

Education:

• Recognized professional qualification in the area of engineering, telecommunications, electronics, computer science or equivalent technology work 
• University degree, in Engineering, computer sciences discipline or equivalent work experience 

Experience:

• Minimum of 5 years of work in computer systems (LAN, WAN TCP/IP connectivity, E-mail, application and user support domains). Advanced knowledge of computer hardware systems, including circuit boards, memory modules, and processors.
• Minimum of 3 years work experience in field of Helpdesk, IT Support and Information Security Service. Knowledge of computer software systems, including databases, office applications, and operating systems.
• Excellent analytical and diagnostic skills. Project management experience in the field of information technologies.
• Experience in providing training and facilitating workshops. Advanced knowledge of help desk software and remote-access systems.
• Experience in stock and inventory management 
• Experience working in a change management situation, preferably as an active participant
• Experience of systematic work in accordance with the set goals and deadlines, the ability to work under pressure

Knowledge and Skills:

• Strong knowledge of information sharing tools, and the ability to implement them
• Highly organised, with ability to create unified team approach
• Strong negotiation, collaboration and influencing skills
• Service minded, ability to lead, delegate and manage from distance
• Expertise with systems and applications such as: Network components, e-mail systems, Client/Server systems, ISPs & IP connectivity, applications, hardware (Current are predominately Microsoft, HP, Dell and Cisco based).
• Excellent skills in wireless technologies
• Demonstrated track record in innovating, contributing to a learning culture, sharing knowledge and new approaches to engaging partners.
• Professional credibility, able to work effectively at all levels across the organisation
• High degree of discretion, tact and sensitivity in dealing with internal and external clients and stakeholders at all levels.
• Budget and finance management  (preferred)
• Excellent verbal and written communication and presentation skills

Languages:

• Fluently spoken and written Azerbaijani and English
• Good command Russian language  (preferred)

Competencies (to be filled in by HR):

• Core Competencies: Communication, Collaboration and Teamwork, Judgement and 
• Decision Making, Customer Relations, Creativity, and Innovation, 
• Building Trust 
• Values: Respect for diversity, Integrity, Professionalism, Accountability

All candidates meeting the requirements are requested to send their CV with reference “Helpdesk, IT Support and Information Security Service Officer” in the email subject line.

Email: [email protected]

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