IT Assistant

Job Description

Job PurposeUnder the direction of the IT officer, the IT Assistant is responsible for delivering timely reactive and proactive IT Support for both hardware and software across the mission.ÿSupport the IT Officer in reporting, escalating, assignment, updating of IT Tickets and ensuring SLO?s are met.ÿObjectivesÿ

• Support the IT Officer in hardware and software requestsÿ
• Ensure tickets are created, assigned, and escalated by liaising with headquarter (HQ)
• Provide 1st line support to ACTED staffÿ
• Update, track inventory and provide reporting as required under ACTED guidelines and as directed by IT officerÿ

1. Asset management:

• Manage inventory and asset availability.ÿ
• Maintain assets in good working order; report faults to the IT Officer and follow-up on the repair/replacement.ÿ
• Quarterly checks to be conducted for all common assets and properties.ÿ

1. IT support:

• The IT Assistant is in charge of providing support to all users in the ACTED Syria Regional Office, REACH Syria and ACTED Yemen in Amman, with key responsibilities including (but not limited to) the below:ÿ
• Email management

1. Liaise with HQ for email creation, management & removalÿ

• Network & hardware

1. Common equipment configuration & maintenance: identification and replacement of failed components quickly and cost effectively, conducting preventative maintenance as far as is possible to minimize outages and costÿ
2. Troubleshoot network and hardware issues in ACTED Syria?s Regional Office in Amman, guesthouses, and REACH/ACTED Yemen premises.ÿ Monitoring the internet service status and assisting the IT Officer in repairing internet and communication problems upon needÿ

• Software

1. Good knowledge with Windows 10 and able to diagnose and resolve problems.ÿ
2. Understand Office365 features and be able to troubleshoot common issues.ÿ

• Procurement

1. Assist the IT Officer in the procurement of IT hardware and software.ÿ
2. Follow procurement procedure to ensure a timely delivery of equipment.ÿ

1. Reporting & Filing

• The IT Assistant is required to enforce the rules that are required for country reporting on all assets.
• Accurate record keeping both digitally and hardcopies.ÿ
• Compile monthly reports for Amman under the supervision of the IT Support Manager and IT Officerÿ

1. Skills

• Excellent computer skills including Microsoft Office (particularly Excel, Outlook, and Word)ÿ
• Highly organized, detail-oriented, and able to prioritize tasks to meet deadlines.ÿ
• Able to communicate complex information clearly, with excellent interpersonal skills.ÿ
• Self-motivated, able to work independently or as part of a team.ÿ
• Good command of English and Arabic in writing and speaking.ÿ

1. Education and Experience

• Bachelor?s degree in computer science or IT related degreeÿ
• Good knowledge in computer hardware and softwareÿ

1. Nature of the Job
2. Sunday ? Thursday standard working week.ÿ
3. Flexible working hours as agreed with ITSM, core hours of 10am - 4pmÿ
4. Flexible working between office and home at discretion of ITSMÿ
5. Flexible working is subject to satisfactory performance according to ITSMÿ
6. Occasion Friday and Saturday work may be required for suppliers to carry out work outside of working days ? alternative day off given for the following week.ÿ
7. Whilst this ToR defines the main responsibilities and work required, this is subject to change to meet the needs of the mission, and duties changed by the ITSM.

Keyskills :