ICT Officer

Responsabilités

Service Desk and User Support

Localisation

Provide first- and second-line support by telephone, service desk, remote-support tools and desk-side assistance across regional offices and remote locations. Log, categorize, prioritize, diagnose, resolve and document incidents and service requests; escalate high-impact or unresolved issues appropriately. Provide discreet, responsive support to Executive Management and communicate technical solutions clearly to non-technical users. Create and maintain support documentation, knowledge articles, user guides and troubleshooting records. Microsoft 365, Identity and Endpoints Support Microsoft Teams, Exchange Online/Outlook, SharePoint Online, OneDrive and Microsoft 365 Apps. Perform delegated Microsoft Entra ID and Active Directory administration, including account, password, group and access support under approved procedures. Support device enrolment, configuration, compliance and application deployment through Microsoft Intune or the approved endpoint-management platform. Build, deploy, maintain and securely retire Windows 11 computers, mobile devices and other approved endpoints; coordinate warranty and repair cases. Ensure operating systems, applications, endpoint protection and encryption remain current and compliant. Server, Linux and Infrastructure Support Provide delegated operational support for Windows Server 2019/2022, including routine health checks, patching, monitoring, backups, and file and print services. Support Ubuntu and Debian Linux servers through package updates, service checks, log review, storage monitoring, user access and documented troubleshooting. Assist with virtual infrastructure, storage and backup platforms within assigned access and approved procedures. Provide smart-hands support for regional server rooms, network equipment, rack-and-stack work, cabling, power checks and vendor-assisted maintenance. Networks, FortiGate and Security Support LAN, WAN, Wi-Fi, internet, DNS, DHCP and VPN services and coordinate escalation to service providers. Provide delegated operational support for FortiGate firewalls and Fortinet services, including monitoring, VPN support, configuration-backup checks and change preparation. Production changes must follow approval and change control procedures. Triage suspected phishing, malware, account compromise, data loss and other security events, preserve evidence and escalate through the incident-response process. Support vulnerability remediation, patch compliance, access reviews, backup verification, restore tests and disaster-recovery exercises. Deliver practical cyber-awareness and safe-computing guidance to staff. Assets, Vendors Management and Reporting Maintain accurate ICT assets, warranty, assignment, location and lifecycle records across regional offices. Coordinate vendors, internet service providers and repair centers, track service levels and communicate service status. Assist with technical specifications, quotations, procurement planning, delivery checks and service acceptance. Prepare service reports covering incidents, recurring problems, patch and compliance status, asset exceptions, risks and improvement actions.

Formation / Diplômes

• Bachelor’s degree in information technology, Computer Science, Information Systems or a related discipline, or an equivalent combination of relevant education and experience.

Expérience

• At least 3 to 4 years of progressively responsible ICT support or systems-support experience, preferably in a multi-site or distributed organization.
• Hands-on experience with Microsoft 365, Windows 11, Microsoft Entra ID, Active Directory, Outlook, Teams, SharePoint and OneDrive.
• Practical experience supporting Windows Server 2019/2022 and Linux systems, particularly Ubuntu and Debian.
• Experience supporting FortiGate firewalls, remote-access or site-to-site VPNs, LAN/WAN, Wi-Fi and internet connectivity.
• Experience with endpoint management, patching, antivirus/EDR, device encryption, mobile-device support and IT service-management tools.
• Understanding of backup, restore, monitoring, virtualization, UPS/power protection and server-room operations.
• Experience supporting users across countries, cultures, time zones and variable connectivity conditions is strongly desirable. Preferred Professional Certifications
• Current Microsoft 365, Azure/Entra/Intune, Windows client or Windows Server certification or demonstrated training.
• ITIL 4 Foundation or equivalent service-management training.
• Cisco CCNA, CompTIA Network+/Security+, a current Fortinet certification, or equivalent networking/security training.
• Linux administration certification or demonstrable equivalent practical capability. Skills and Competencies Strong diagnostic, analytical and root-cause investigation skills. Excellent spoken and written communication, customer service and user-training skills. Ability to prioritise competing incidents, meet service targets and remain effective during outages or security events. High integrity, discretion and respect for confidentiality, privacy and privileged access. Accurate documentation and attention to detail in tickets, configurations, inventories and reports. Ability to work independently in a regional office and collaboratively with a geographically distributed ICT team. Vendor-management, planning, escalation and follow-through skills. Willingness to travel regionally and provide occasional out-of-hours support when required.

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