IT Support Officer

Main purpose of position

The IT Support Officer will provide comprehensive IT support to our Rabat office. The role involves maintaining IT network, Microsoft 365 cloud administration, managing events (virtual, hybrid, or on-premise), and providing customer service. The IT Support Officer will also collaborate with the HQ IT team, suppliers, and service providers to ensure the smooth delivery of IT services and uphold IT standards and policies.

About ICARDA

The International Center for Agricultural Research in the Dry Areas (ICARDA) is a treaty-based international non-profit research organization supported by CGIAR. ICARDA’s mission is to reduce poverty, enhance food, water, and nutritional security, as well as environmental health in the face of global challenges including climate change. We do this through innovative science, strategic partnerships, linking research to development and capacity development that take into account gender equality and the role of youth in transforming the dry areas. ICARDA works in partnership with governments, universities, civil society, national agricultural research organization, other CGIAR Research Centers, and the private sector. With its temporary Headquarters in Beirut, Lebanon, ICARDA operates in regional and country offices across Africa, Asia, and the Middle East. For more information: 

All CGIAR Centers are currently engaged into a reform process (“One CGIAR’”) that will help ICARDA and CGIAR achieve better impact through more strategically integrated research, unified governance, an integrated structure, and new research modalities across participating Research Centers. This transformation is supported by CGIAR donors who have committed to increased funding as a result of these reforms.  

Main responsibilities           

User Support & Service Delivery:

• Handle customer and staff queries, ensuring timely and high-quality IT support.
• Provide troubleshooting support for software, hardware, and networking issues.
• Respond to requests from end-users related to Microsoft 365, networking issues, and event setup.

Networking and IT Infrastructure Management:

• Maintain and monitor the local network infrastructure, including routers, switches, and VPN connections.
• Conduct regular quality control checks to ensure the functionality and performance of existing ICT infrastructure.
• Collaborate with service providers to resolve connectivity or other network-related issues.

Microsoft 365 Administration:

• Manage the Microsoft 365 environment (Teams, SharePoint, Exchange) including user account creation, permission management, and troubleshooting.
• Ensure proper data security measures are implemented and maintained within Microsoft 365.

Event and Meeting Management:

• Provide technical setup and support for virtual, hybrid, and on-premise meetings using platforms like Microsoft Teams, Zoom, and audio-visual equipment.
• Ensure seamless execution of meetings and events, addressing technical issues promptly.

Service Desk Management:

• Utilize service desk platforms to log, track, and resolve IT issues. Manage tickets efficiently to ensure users receive timely support.
• Generate reports on service desk performance, helping to improve the overall user experience.

Collaboration with HQ and Service Providers:

• Work closely with the IT team at HQ, external suppliers, and service providers to ensure timely delivery of requested goods and services.
• Assist in managing relationships with third-party vendors to ensure adherence to service level agreements (SLAs).

IT Policy Implementation and Training: 

• Ensure that IT policies and procedures are followed by all users.
• Provide training and guidance to staff on the organization’s IT systems, ensuring optimal use of equipment and software.
• Assist with technical documentation, keeping all records and manuals up to date.

Documentation and Reporting: 

• Maintain detailed documentation of IT infrastructure, processes, and policies.
• Report regularly on IT operations, ticketing system status, and event support metrics.

Requirements

Education, qualifications and experience

• Bachelor’s degree in information technology, Computer Science, Business Administration, or a related field from an accredited institution.
• Minimum of 5 years of professional experience in IT support or a similar role.
• Experience in network administration, Microsoft 365 support, and managing service desk platforms.
• In-depth knowledge of networking (LAN/WAN), VPNs, firewalls, routers, and switches.
• Experience with Microsoft 365 administration (Teams, Exchange, SharePoint) and supporting cloud services.
• Proficiency in virtual and hybrid event management, including troubleshooting AV and conferencing tools.
• Familiarity with service desk platforms such as Fresh Service or similar tools.
• Strong verbal and written communication skills in English and French are essential.
• Ability to communicate technical information to non-technical staff clearly and effectively.
• Ability to troubleshoot and resolve IT-related issues quickly and efficiently.
• Demonstrates initiative in identifying areas of improvement in IT systems and processes.

Source: https://apply.workable.com/icarda/j/BA48183FBB/