Field ICT Specialist at Medecins Sans Frontieres (MSF)

CONTEXT  

• MSF OCB (Operational Center Brussels) Field ICT Team’s mission is to enable, deploy and maintain a reliable, usable, and secured ICT ecosystem that supports and facilitates MSF OCB’s operations on the field. Over the two last years, the team has been working on deploying a brand-new infrastructure that provides missions and projects with solid foundations for further digital transformation.  
• Accessible, reliable, and secured ICT Ecosystem is key for MSF OCB’s operations. MSF OCB activities are increasing in number and complexity, as does usage and deployment of digital tools. In such a context, ensuring qualitative operations driven approach in Field ICT has become more important and is the cornerstone of future digitalization. 
• Recent pandemic demonstrated the critical role of digital tools for operations continuity and was an acceleration factor in the adoption of new ways of working induced by Field Recentralization and Networked OC approaches. These are only possible if Field ICT ecosystem is adequately fitting with missions and projects’ needs, to ensure reliability of tools and processes, safety of data, protection of devices and continuity of service.  
• Innovative short-term and long-term ICT solutions adapted to MSF OCB’s different operational realities, focused on beneficiaries and staff health, and which are appropriate for contexts or environments are needed.  
• Typical Field ICT solutions are a balanced mix of technology, human capital, and pragmatism. The Field ICT team analyzes, prototypes, implements, and supports these solutions.  
• As Field ICT Specialist, you have an in-depth understanding of the ICT ecosystem in missions and projects and provide 2nd and 3rd line technical support. You liaise with the Infrastructure, Data and DevOps teams for 3rd line support, as well as external vendors, to ensure that any incidents or issues are properly resolved.   
• You will participate in the development of operational tactics from an ICT point of view. 
• You are part of the Field ICT team within the ICT unit of OCB's General Management and reports to the Field ICT Coordinator. The Field ICT team is composed of a Coordinator, Field ICT specialists, Regional operations partners, a Field ICT solutions referent, a Field ICT workstation management referent and a Mobile implementation officer (MIO) 

RESPONSIBILITIES  

• Develop and maintain effective collaboration with ICT Officers and Logs in the field, members of the Front Office and Back Office of the logistics department, as well as other relevant stakeholders 
• Develop a technical mentoring relationship with ICT Officers in the field 
• Participate in the deployment and maintenance of MSF and third-party applications, as well as the deployment and configuration of endpoints (PC, smartphone, etc.) 
• Prepare and deliver ICT trainings to ICT Officers and Logs in the field. Support, as appropriate, ICT training for end users 
• Prepare and maintain up-to-date technical documentation, guidelines and supporting documents. Communicate them through the appropriate channels 
• Respond to user inquiries and help them resolve any hardware or software issues 
• Provide adequate support in the recruitment and development of ICT-related staff on the field 
• Assign support tickets to the relevant members of the ICT unit 
• Manage incidents, problems, and user requests within the scope of your competence 
• Escalate complex issues to 3rd level support and track their resolution (third-level support is provided either by the Infrastructure, Data and Devops teams or by external vendors) 
• Maintain logging of all detected software or hardware issues, and their resolution 
• Regularly analyze support logs and propose improvements 
• Participate in the definition and updating of the ICT ecosystem and ensure that everything is properly implemented and documented 
• Participate in and promote configuration management for ICT devices 
• Prepare and execute field visits 
• Search for hardware and software solutions adapted to the needs of users and meeting the specific requirements of MSF's operating environment 
• Propose and test new technologies and solutions 

REQUIREMENTS 

Education & Experience 

• Degree in Computer Science, Information Systems Management or equivalent by experience 
• Minimum of 2 years’ experience in providing IT and technical support services to a diverse, non-technical, geographically, and culturally dispersed user community 
• Experience in project management is an asset 
• Experience with MSF or other NGOs in similar contexts is a strong asset 

COMPETENCIES 

Hard skills: 

• Strong knowledge of troubleshooting and administration of Microsoft operating systems, Windows 10 required 
• Knowledge of Fortinet, LDAP, Synology, NixOS 
• Knowledge of GLPI, Intune, and SCCM is a strong asset 
• Knowledge of communication technologies: cellular, VSAT, ADSL, WiMAX, fiber optic, HF/VHF  
• Good understanding of PC hardware installation and configuration 
• Experience using and configuring processes in an IT service management tool 
• Hands-on experience with various operating systems and devices (OS X, Android, iOS, etc.) is an asset 
• Hands-on experience in network administration, security technologies and architectures: firewall, internet proxy, load balancing, VPN solutions, application security is an asset 
• Knowledge of PowerShell scripting language is an asset 
• Knowledge of virtualization technology is an asset 

Soft skills: 

• Ability to understand the needs and constraints of MSF operations 
• Ability to adapt to changing circumstances, contexts, tasks, responsibilities and people 
• Good communication skills 
• Good analytical and problem-solving skills 
• Ability to engage, develop and maintain mutually beneficial professional relationships with users and various stakeholders 
• Result, quality & service oriented 

Languages 

• Written and spoken knowledge of English mandatory 
• Written and spoken knowledge of French is a strong asset