GENERAL FUNCTION

The IT Officer will be tasked with IT operations and services in the Jordan office and will work closely, cooperatively, and proactively with the Operations Manager, and the Internews Technology Solutions & Services team. The IT Officer must be comfortable working under challenging deadlines. Internally, the IT Officer works with end users to clarify, analyze, and resolve reported issues. The IT Officer also works with external service providers, as required, to resolve escalated infrastructure issues. Closely following procedures and policies established by the Internews Technology Solutions & Services (TSS) team is a must for the IT Officer.

ESSENTIAL DUTIES AND RESPONSIBILITIES are listed below; other duties may be assigned.

IT Service Operations

• Recommends information technology strategies, policies, and procedures by evaluating the Jordan Office IT system, identifying problems, evaluating trends, and anticipating requirements.
• Accomplishes financial objectives by forecasting requirements, preparing an annual budget, scheduling expenditures, analyzing variances, and initiating corrective action. 
• Ensure regular checkups on the conference systems of the training and the meeting rooms and provide training to the team on the systems.
• Verifies application results by conducting system audits of technologies implemented.
• Preserves assets by implementing disaster recovery, back-up procedures and information security and control structures.
• Acts as first point of IT Support contact for all Internews staff across Jordan.
• Ensures network access, backup system, CCTV, door access and security are maintained at a high standard to ensure the integrity of the Internews network is not compromised.
• Troubleshoots system and network problems.
• Manages operations between Internet service provider (ISP) and the organization.
• Diagnoses and resolves hardware or software faults.
• Ensures timely repair of hardware faults and software configuration problems.
• Monitors performance of Internews Jordan's IT systems and networks, including VSAT services, to ensure issues are appropriately prevented, escalated, and resolved.
• Regularly reviews and evaluates office and users' equipment and recommends replacement, enhancement and repair as needed, following Internews procedures and standards in collaboration with the Internews Technology Solutions & Services team.
• Promotes a culture of service excellence and continued improvement within the TSS department.
• Maintains and develops excellent working relationships with all staff.
• Undertakes other tasks or assignments within their areas of competence as directed by supervisor.
• Works in close collaboration with the Global TSS team to roll out, maintain and enforce company-wide IT procedures, policies, and services.

ICT Equipment

• Deploys PCs and associated peripherals, including new installations and redeploying existing equipment as needed.
• Performs preventative maintenance on ICT equipment.
• Installs and configures operating systems to agreed standards.
• Installs and configures authorized software to agreed standards.
• Maintains existing ICT equipment, performs upgrades and new installations, and carries out routine procedures.
• Compiles and maintains an accurate inventory of hardware and software.
• Setup and expansion of the network infrastructure, cabling, and Wi-Fi.

• Provides strong written and verbal communications to domestic and international colleagues.
• Manages crisis situations using excellent communication with affected staff and management.
• Actively participates in testing of new software and hardware as required.

Attendance

• Ability to attend 2-3 days per week to Internews/Sawt activity office.
• Available in-person and online for urgent support requests.

REQUIRED QUALIFICATIONS

• Bachelor's degree in Computer Science/Information Technology or relevant qualification from a recognized institution will be an added advantage.
• Minimum 3 years of experience in IT support, service, and operation management.
• ITIL certification to the V3 Foundation level at a minimum. 
• Demonstrated basic professional knowledge of Windows devices, networking, Internet technologies, office applications, and common hardware and peripherals.
• Attention to detail and strong troubleshooting skills.
• Ability to follow procedures precisely and thoroughly.
• Ability to assist other employees in the use of various technologies.
• Ability to investigate issues and requirements; identity and prioritize appropriate solutions.
• Ability to work both independently and as part of a team.
• Capable of working well under pressure.
• Well-developed written and verbal communication skills.