Location: Any MSF office* +/- 3 hours CET*
Contract: Fixed term contract at 100%
Duration: 6 months
Starting date: asap
Deadline to apply : 28.08.2024
Compensation and benefits: MSF practice is to offer the C&B package current in the MSF entity establishing the contract.
*By default, the successful candidate will be offered a contract in the MSF office of their country of residence at the time of application.
I. MSF INTERNATIONAL
Médecins Sans Frontières (MSF) is an international, independent, medical humanitarian organisation that delivers emergency aid to people affected by armed conflict, epidemics, healthcare exclusion and natural disasters. MSF offers assistance to people based only on need and irrespective of race, religion, gender or political affiliation.
MSF International is the legal entity that binds MSF’s 24 sections, 26 associations and 18 branch offices together. Registered in Switzerland, MSF International provides coordination, information and support to the MSF Movement, as well as implements international projects and initiatives as requested.
II. POSITION BACKGROUND
The position contributes to the achievement of the goals and objectives of the SPINCO team. SPINCO is the one source of truth within the MSF organisation for product information, providing the solutions used for product management, quality management of products, and mission product lists. The Solutions Support Officer will ensure that the solutions are available, stable, and supported.
III. PLACE IN THE ORGANISATION
The SPINCO Solutions Support Officer is part of the SPINCO Solutions team of MSF International, the majority of whom are based in Brussels. He/she hierarchically reports to the SPINCO Solutions & Services Coordinator, and works in close collaboration with the System Administrator and the Release and Support Manager on objective specific work. The team is globally dispersed, so most of the work will be conducted asynchronously and online.
IV. OBJECTIVES OF THE POSITION
The purpose of the position of SPINCO Solutions Support Officer is to work in the areas of System Administration and the Service Desk.
Initial objectives include:
System networks and servers used for SPINCO Solutions are maintained and continuously improved in coordination with the System Administrator System Monitoring tools are implemented and used to drive improvement and react to incidentsDisaster Recovery Plan is developed and maintained1st level user support for service request, incidents, and change requests is provided in a timely and effective manner in coordination with the Release and Support Manager and Service Desk ConsultantUser guides and e-learning material are developed and maintained for target users.
V. MAIN RESPONSIBILITIES
System Administration Support (50%)
In collaboration with the System Administrator, and reporting to the SPINCO Solutions & Services Coordinator, to guarantee the SLA of SPINCO services according to ITSM requirementsMonitor the availability of all servers and services (production, staging, training, test...).Installation, setup and maintenance of servers according to System Administrator requestsTechnical administration of users account (Developers and other team members).Propose and implement plans to continuously improve availability and performance of the servers & servicesManage redundancy, backups, security, failover, maintenance, patches/upgrades, DRP according to System Administrator requestsTroubleshoot issues impacting availability and performanceCreate & maintain related documentation and SLA reportsServices include configuration/maintenance of tools used in the Production environment such as EBX, Proxmox VE, Proxmox BSE, Jenkins, Gitea, Grafana, Matomo (bonus)SPINCO Help Desk Support (50%)
In collaboration with the SPINCO Support Team, and reporting to the SPINCO Release & Support Manager, to guarantee the SLAs of SPINCO services according to ITSM requirementsRespond to, and assist end usersAcknowledge JIRA tickets submitted to SPINCO support portalResolve service requests, incidents, and change requests in a timely and effective mannerIdentify change requests and problem tickets and review with Release & Support Manager/Business AnalystsCreate and update knowledge base entriesUpdate/Migrate e-learning modulesPropose improvements/problems following agile methodologyFollow-up with the requestor after the releaseDeliver support material to the end user (e-learning, knowledge base articles,…)