IT Officer at Greenpeace

Purpose of the Role 

• The IT Officer is responsible for the administration, maintenance, and security of the organization’s IT infrastructure, including servers, networks, systems, and end-user support. Ensuring scalability, operational efficiency, high availability, security, and performance of all IT systems and services while supporting business continuity and digital operations in alignment with organisational objectives.

Main duties 

Systems, Servers & Virtualization

• Administer and maintain VMware virtual environments
• Manage Linux and Windows server operating systems
• Monitor system performance, server health, storage usage, and resource optimization
• Perform system monitoring, patch management, upgrades  configuration management and preventative maintenance to minimise downtime and improve operational performance
• Manage, maintain, and support VMware, Linux, macOS, and Windows environments, ensuring system stability, performance, and reliability across all GPAF regional offices.
• Perform routine backup testing, restoration, and disaster recovery procedures

Network & Infrastructure Management  

• Configure and maintain LAN, WAN, wireless networks (WAPs), routers, and switches
• Support connectivity for workstations, internet, intranet, and web applications, ensuring reliable and efficient connectivity across all locations.
• Monitor network performance, including Wi-Fi and LAN speed tracking
• Troubleshoot advanced network issues and infrastructure including ISP, ADSL, routers, connectivity failures, infrastructure, server, and network-related issues and coordinate resolutions to maintain business continuity.
• Troubleshoot advanced network issues including ISP, ADSL, routers, and connectivity failures.
• Ensure proper functioning of UPS systems, air conditioners, and data center infrastructure.
• Support infrastructure scalability, standardisation, and continuous improvement initiatives aligned with organisational requirements.

Cybersecurity & Data Protection (NEW)

• Ensure confidentiality, integrity, and availability (CIA) of enterprise data
• Implement and enforce cybersecurity policies and best practices
• Maintain and enforce IT security policies, procedures, and access controls to safeguard organisational systems, data, and IT assets.
• Manage user access control, permissions, and identity management
• Monitor systems for suspicious activity, vulnerabilities, and security breaches
• Support firewall configuration, antivirus protection, and endpoint security tools
• Conduct regular security audits, vulnerability assessments, and risk analysis to ensure compliance with organisational policies and industry best practices.
• Ensure compliance with data protection, privacy regulations, and industry standards
• Support incident response and cyber incident reporting procedures
• Lead and support cybersecurity initiatives, including CIS security framework implementation and OKTA SSO integration, to strengthen system and identity security.

End-User Support and troubleshooting(Service Desk)

• Provide first-level IT support through a ticketing system for hardware and software issues, including advanced troubleshooting for complex problems.
• Ensure timely resolution of user tickets and maintain updated ticket records
• Provide continuous training to users on new systems, software and tools for onboarding and offboarding of staff.
• Log, track, and resolve hardware and software incidents efficiently
• Manage support operations and ensure high service levels are maintained across all NRO’s Offices
• Manage user accounts, permissions, and access rights via WorkspaceOne (MDM), OKTA SSO and Bitwarden, to ensure secure and efficient system access.

Second-Level Technical Support

• Provide advanced troubleshooting for network, video conferencing (VC), and ISP-related issues
• Resolve complex infrastructure and system problems escalated by first-line support
• Support team members with technical expertise and issue resolution
• Maintain service continuity and minimize system downtime

Critical Working Relationships

Technology Vendors (Hardware/Software Provider) 

• Negotiate and manage contracts for IT hardware, software, and services.
• Evaluate new technologies that align with the organization’s needs.

Managed Service Providers (MSPs)

• Outsource IT services or infrastructure management (e.g., cloud services, network management).
• Ensure SLA (Service Level Agreement) compliance.
• Monitor performance and service quality.

Consultants & IT Advisors

• Seek expertise for specialized IT projects (e.g., cloud migration, security audits).
• Get external data on IT strategy, emerging trends, or industry best practices

Data Recovery Services

• Coordinate recovery efforts in the event of data loss or corruption.
• Manage the process for restoring critical systems and data.
• Ensure backup solutions are functional and reliable. 

Backup & Disaster Recovery

• Manage and maintain end-point backup systems and VM backup environments
• Ensure regular execution of backup schedules and data integrity checks
• Perform routine backup monitoring, recovery testing, and validation to ensure data integrity and availability.
• Maintain and monitor backup configurations via CIBECS back-up system for all Mac and Windows devices.
• Provide regular reports on backup status to line manager
• Develop and implement disaster recovery procedures to minimise downtime and data loss during system failures or incidents.

Documentation, procedure management and reporting

• Develop and maintain existing IT policies and documentation for system configurations, procedures, and best practices.
• Ensure adherence and contribute to standard operating procedures (SOPS) for incident management and disaster recovery procedures  and update documentation as necessary to reflect changes in the IT environment.
• Provide regular reports and updates to senior management on IT performance, incidents, and strategic initiatives.

Systems Administration & Continuous Improvement

• Manage user accounts, permissions, storage allocations, and access rights
• Manage all devices set up for onboarding of new staff joiners as well as offboarding procedures for departure of staff.
• Conduct research on emerging technologies, systems, and cybersecurity trends
• Recommend and implement hardware/software improvements and upgrades
• Support IT procurement planning in collaboration with management
• Negotiate and manage contracts for IT hardware, software and services with management
• Manage and maintain all outsourced IT Services or infrastructure management (cloud services, network management)
• Develop and maintain system documentation, procedures, and training materials
• Contribute to the planning, implementation, and continuous improvement of IT infrastructure, systems, and services.
• Ensure IT infrastructure and solutions support operational requirements and organisational growth.
• Maintain accurate and up-to-date network diagrams and technical documentation.

Key Skills & Competencies

• VMware administration and virtualization technologies
• Linux system administration
• Windows Server administration
• Networking (LAN/WAN, routers, switches, wireless systems)
• Cybersecurity principles (firewalls, endpoint protection, vulnerability management)
• Backup and disaster recovery management
• Incident management systems (e.g., Request Tracker)
• Strong troubleshooting and analytical skills
• Knowledge of ITIL principles (advantageous)
• Shell scripting and automation (advantageous)
• Experience with IT security practices and compliance standards
• Experience in Asana project management software
• Experience with Apple Mac devices and Windows devices and operating systems
• Excellent leadership and project management skills

Personal Attributes

• High sense of responsibility and confidentiality
• Ability to diagnose and solve problems
• Strong problem solving and decision making abilities
• Ability to work under pressure and respond to incidents quickly and to manage multiple priorities in a fast-paced environment.
• Detail-oriented and structured approach to work
• Strong teamwork, collaboration with other departments and communication skills
• Proactive attitude toward system improvement and risk prevention

Qualifications and Experience

• Bachelor’s degree in Information Technology, Computer Science, Computer Engineering, or related field (or equivalent professional experience)
• Apple certified support professional
• Microsoft certified IT professional certification
• Cybersecurity certification
• Proven experience in System Administrator or a similar role
• Experience with IT Security practices and compliance standards
• 3–5 years of experience in IT support, systems administration, or network administration
• Experience in VMware and Linux server environments
• Experience in enterprise network infrastructure support
• Experience with IT service desk systems (e.g., RT, ServiceNow, or similar)
• Technical experience in Network configuration for Linux, MS Windows, HP, Dell and Apple Devices
• Experience with cloud computing platforms, specifically Google cloud (GCP).