IT Officer at Medecins Sans Frontieres (MSF)

Rationale/Objective for Position

The IT Officer is responsible for providing technical assistance to the staff and deploying and maintaining all internal IT services for the organization. The job holder supports
both traditional infrastructure and modern cloud-based platforms. This includes providing frontline support, maintaining user productivity tools, and ensuring compliance and security across devices and systems. This position will be hierarchically and functionally accountable to IT Infrastructure and Operations Specialist

Tasks & Responsibilities

Technical and Operational Responsibilities

• Provide technical assistance for hardware and software issues reported by end users.
• Set up and manage user accounts and subscriptions for Office 365, as well as configure SharePoint document libraries and permissions.
• Deploy and support Windows OS, business applications and hardware including laptops, mobile devices and peripherals.
• Troubleshoot internet connectivity issues.
• Deploy and maintain all internal IT services for MSF EA, conference room equipment, printers, and Wi-Fi access points.
• Install, troubleshoot, and repair computers, printers/copiers, mobile devices, and other equipment.
• Configure appropriate equipment and system access for employee onboarding and provide ongoing technology-related support and education.
• Administer backup, restore, and recovery support for MSF EA data.
• Enforce and maintain IT security policies and procedures to protect systems and data.
• Support the creation and maintenance of a disaster recovery plan for the organization.
• Proactively identify technology and end-user risks/concerns and implement strategic solutions and controls in a timely manner.
• Communicate effectively with other departments and stakeholders to achieve common goals.
• Work collaboratively with other IT staff and stakeholders to identify and address IT infrastructure-related issues and challenges.
• Lead assigned projects and offer effective support to the implementation of MSF EA IT strategic objectives.
• Collaborate with other IT staff to identify recurring problems and recommend improvements.
• Provide regular reports and updates to management and make recommendations for improvement or change as needed.
• Coordinate with IT support counterparts in other MSF offices to deliver a seamless support experience for hosted staff. This includes understanding their technologies, escalation paths, and interoperability requirements, and offering practical feedback or recommendations to the supervisor as needed.
• Manage and secure user identities across cloud and on-prem environments, including Entra ID (Azure AD), Active Directory, and identity synchronization tools.
• Implement and maintain identity access controls, such as MFA, conditional access, SSO, and RBAC, ensuring compliance with organizational security policies.
• Automate identity lifecycle processes (onboarding, role changes, offboarding) to improve accuracy and efficiency while minimizing manual interventions.
• Collaborate on IAM architecture and integration projects, including federated identity, cross-tenant access, and third-party tool adoption to support secure digital access across systems.
• Champion modern workplace technologies and practices to enhance productivity and collaboration.
• Drive the adoption of cloud-based solutions and tools that support remote and hybrid working environments.
• Implement and support tools such as Microsoft Teams for communication and collaboration.
• Support Microsoft 365 and SharePoint environments, ensuring optimal performance and user adoption.

Other Responsibilities

• Integrate EDI & Safeguarding aspects in area of work responsibility, including policies and practices.
• Recognize, respond, and document any form of abuse or inappropriate behavior and alert the safeguarding unit of any suspected potential abuse.
• Proactively participate in the individual performance management process including objective setting, performance monitoring and performance evaluation.
• Recognize and reinforce strong performance in supervisees; identify and encourage improvement where needed; and ensure quality and timely performance management process is carried out for supervisees.

Qualifications

Education

• A bachelor’s degree in computer science, Information Technology or an equivalent qualification from a recognized institution.
• Relevant certifications in ITIL, Microsoft 365, Azure Solutions, Modern Desktop,Endpoint Management, Identity & Access Management, Security or Compliance.
• Good understanding of networking concepts, protocols, and services, including VPNs, DNS, DHCP, and firewalls.
• Strong understanding and practical experience with implementing MFA, conditional access, SSO, RBAC, and user provisioning across Microsoft 365 and other SaaS applications.
• In-depth knowledge of the use of PowerShell and Power Automate.

Experience

• At least three (3) years of experience in an IT support related role, with experience in network/internet, physical and virtual server infrastructure, access control systems, video conferencing equipment, and IT security.
• Experience with Microsoft 365 administration, Windows OS, Intune and Hybrid AD setup.
• Experience providing training and knowledge transfer on collaboration tools such Microsoft 365.
• Experience with endpoint management technologies including Windows Autopilot,Apple Business Manager, and Android Enterprise.
• Experience managing and supervising junior staff.
• Experience with project management software and tools.
• Experience with ITIL or other IT service management frameworks is a plus.
• Experience in Solar Winds, or any other ITSM software is a plus.

Competencies
Technical Competencies

• Strong technical skills and knowledge of IT infrastructure and support best practices.
• Troubleshooting skills.
• Information security skills.

Behavioral/General Competencies

• Excellent communication, collaboration, and project management skills.
• Ability to work well independently and as part of a team.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Ability to communicate and problem-solve effectively across diverse cultures withsensitivity.
• Commitment to MSF’s Principles
• Cross-cultural Awareness
• Strategic Vision