Back Information Communication Technology (ICT) Support Administrator II

Regional Technical Leadership and Escalation Support

• Serve as a subject matter expert and lead escalation point for unresolved Tier I and Tier II tickets.
• Provide expert-level diagnostics and troubleshooting across diverse hardware, software, and infrastructure issues.
• Assist ICT leadership in coordination with GKIM and enterprise platform teams on Tier III escalations.

  Oversight and Coordination of Regional ICT Support Activities

  • Serve as a resource for standardizing practices, ticket triage methods, and support quality across countries.
  • Support documentation of best practices and facilitate team knowledge sharing.

    ICT Environment Management and Optimization

    • Support advanced configuration of cloud-based environments across supported countries.
    • Assist in testing and rolling out regional system upgrades and security protocols.
    • Provide recommendations to the ICT leadership for infrastructure improvements.

      Peer Mentorship and Onboarding Support

      • Mentor junior Technicians through coaching, documentation reviews, and skill-building opportunities. Assist with onboarding and orientation for new ICT junior staff.
      • Assist in identifying the training needs of regional/country program staff, and work with ICT leadership to facilitate the planning and implementation of these trainings.

        Documentation, Reporting, and Compliance

        • Assist with the development of regional technical guides, FAQ documents, and system checklists.
        • Compile monthly technical trend analysis and service improvement recommendations.
        • Ensure full compliance with CRS information security policies and data protection standards.

          Knowledge, Skills and Abilities 

        • Strong leadership and mentoring abilities within technical teams.
        • High-level troubleshooting and analytical skills across platforms.
        • Excellent communication and collaboration skills.
        • Comfortable managing multiple priorities with autonomy.
        • Proficient knowledge of Microsoft Intune Suite, including device enrollment, policy configuration, Endpoint Security management, and reporting.
        • Strong troubleshooting skills for managing and supporting Windows, macOS, iOS, and Android operating systems independently.
      • Solid understanding of Microsoft 365 administration, SharePoint, Teams, and Azure.
    • Good understanding of endpoint security best practices, including proactively identifying and remediating vulnerabilities, managing encryption policies, and overseeing secure device disposal processes.
  • Ability to interpret and proactively act on monitoring and diagnostic data to enhance device performance, resolve issues quickly, and improve end-user experience.
• Strong documentation skills, creating comprehensive knowledge articles, process guides, and maintaining accurate and easily accessible technical documentation.

Required Languages: Fluency in English is required

Travel: Must be willing and able to travel up to 10%. 

Supervisory Responsibilities: None

Agency Competencies (for all CRS Staff):

Agency Leadership Competencies:

What we offer

CRS offers U.S. based staff a comprehensive benefits package, including medical, dental, life insurance, vision, and a generous retirement savings plan.  Benefits packages for successful candidates employed outside the U.S. are based on the country of employment/in-country office where the candidate will perform the role.  CRS´ work culture is a collaborative, mission-driven culture committed to improving the lives of the poor throughout the world.

Catholic Relief Services is the official international humanitarian agency of the Catholic community in the United States. Catholic Relief Services works to save, protect, and transform lives in need in more than 100 countries, without regard to race, religion or nationality.  Catholic Relief Services’ relief and development work is accomplished through programs of emergency response, HIV, health, agriculture, education, microfinance, and peacebuilding.  We welcome as a part of our staff people of all faiths and secular traditions who share our values and our commitment to serving those in need. CRS’ processes and policies reflect our commitment to safeguarding children and vulnerable adults from abuse and exploitation.

CRS welcomes candidates from the countries and regions in which we work. In the event the successful candidate is an expatriate, the anticipated duration of the assignment is informed by a term limit, based on the type and level of the job and the needs of the agency.

CRS is committed to safeguarding program participants, community members, staff and volunteers from all forms of exploitation and abuse.  The successful candidate is expected to sign and adhere to CRS´ Code of Conduct.

CRS talent acquisition procedures reflect our commitment to safeguarding the rights and dignity of all people - especially children and vulnerable adults - to live free from abuse and harm.

Disclaimer:  This job description is not an exhaustive list of the skill, effort, duties, and responsibilities associated with the position. 

CRS is an Equal Opportunity Employer.