Role & Responsibilities

This key role in the Service Desk team, in collaboration with others in the team, ensures functionality of end user ICT and applications Service Desk including tickets prioritization and resolution within requested timeframe. Ensures that Medair users have access to the software and productivity tools they need on their computers and phones across all country programs to enable our teams to perform their work in the most effective and efficient way within the constraints of the specific contexts.

Project Overview

Medair’s Global Support Office (GSO) provides operational guidance for country programs, along with both technical and compassionate support for our relief workers. Within our headquarters and affiliate offices, we are also responsible for promoting the work of Medair to the world, to raise and manage the funds needed to run our life-saving and sustaining programs, and to recruit international and GSO staff.

Global ITS provides Medair with centralised governance, strategy, direction, innovation and support in the use of the information technologies that amplify the people to people strategy. Global ITS provides a centralised approach to ensure cost efficiency and integration, including country programs in the strategic design of systems, and delivers services locally where practical to ensure that the day-to-day needs of our GSO and country program colleagues are met.

The Global Service Desk is comprised of two key individuals located in the GSO and a variety of IT focal points located in our country programs. The team is responsible for providing IT support to Medair staff across all of Medair’s country programs, affiliates and Global Support Office.

Workplace & Conditions

This is a Medair Global ITS Team position based in Ecublens, Switzerland. Swiss or eligible EU citizens, or those with a valid work permit for Switzerland, can apply.

Starting Date / Initial Contract Details

November 2021. Full time, open-ended contract.

Key Activity Areas

Helpdesk

  • Monitor the queue of assigned IT end-user tickets and resolve them according to given priority.
  • Dispatch tickets to the second level support in Security, Infrastructure and Applications teams. Cooperate during ticket resolution when needed.
  • Proactively analyse tickets history, detect common issues and propose solution.
  • Supervise 3rd party vendor and cooperate during troubleshooting of IT user problems.
  • Immediately escalate high priority issues to Service Desk Team Leader.
  • Look for tools/solutions improvements and automation in the domain of helpdesk.

Administration

  • Manage inventory tracking of all hardware and software in Medair using appropriate tools.
  • Supervise and track hardware repairs for Field and GSO cooperating with Logistics and 3rd party vendors.
  • Stock management for GSO IT consumables.

Personal Computers and IT peripherals support

  • Imaging of New Field / GSO Laptops and Desktops.
  • Preparing user workspace by installation of GSO User PC, Telephones and IT peripherals.
  • Train GSO staff by creating user manual documents and best practices for end-users.
  • Configure and troubleshoot end user IT equipment, hardware/software problems.

Application Support

  • Perform installation, configure user access to standard and custom Medair applications.
  • Troubleshoot user issues on common applications as MS Office, Intranet etc.

Innovation/changes

  • Holder of this position is required to proactively analyze the ticket history and provide recommendations for needed improvements within ICT systems and solution to increase systems efficiency.

Team Spiritual Life

  • Reflect the values of Medair with staff, beneficiaries, and external contacts.
  • Work and pray together in our Christian faith-based team settings. Fully contribute to the rich spiritual life of your team, including team devotions, prayers, and words of encouragement.
  • Encouraged to join and contribute to Medair’s international prayer network.

This job description covers the main tasks that are anticipated. Other tasks may be assigned as necessary.

Qualifications

  • Recognised apprenticeship in Informatics & Networks. ICT Certifications (OS, Networking, Security, Cloud) desirable.
  • Strong working knowledge of English (spoken and written). Working knowledge of French (spoken and written).

Experience

  • 1-2 years of experience in an IT support role.
  • Ticketing Systems: Jira.
  • Operating systems: Microsoft Active Directory services, Office 365, Azure, AWS, Box.
  • Applications: Supporting MS Office 365.
  • Helpdesk: IT end-user support using ticketing systems as Helpdesk function, software installation, updates on a regular basis, supporting office equipment, e.g. printers, beamers, scanners, vendor management.
  • Self-propelled person that likes to work.
  • Remote worker – experienced in working on a daily basis with a remote team.
  • Flexible and resilient team player with a positive attitude.
  • Excellent communication skills, especially in explaining complex technical concepts to senior management and business users. Willingness to work for the mission of Medair
  • Challenging others and being challenged in return.
  • Can-do attitude when tackling day-to-day tasks.
  • Proactively finds solutions rather than waiting to be told the answers.

Before you apply

Please ensure you are fully aware of the:

a) Medair organisational values

b) Medair is committed to safeguarding the protection of beneficiaries, volunteers, staff and partners, and particularly children. Therefore, we do not employ staff whose background we understand to be unsuitable for working with children. Medair staff are required to give the utmost respect to, and comply with, Medair’s accountability policies and best practices.

c) Profiles sought and Benefits Package for Global Support Office Staff.

Application Process

To apply, go to this vacancy on our Medair page.

Please do not make multiple applications. We will not review email applications. Only English-language applications / CVs will be reviewed.*

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