ICT Officer

NiveauTechnicien

ExpérienceConfirmé

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Service Desk and User Support

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

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

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

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

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

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

Source : Reliefweb. Annonce nettoyée et résumée par CandidAI.

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