Deployment & Technical Support Engineer

Position Title    :     Deployment and Technical Support Engineer
Position Type    :     Service Contract
Working Hour    :    8 Hours/Day and 5 Days/Week (to be agreed by Supervisor)
Monthly Wage        :    650 USD
Payment        :    Based on actual working hours and days
Location           :     Gaza Office
Duration    :     Nine Months with possibility of extension
Department    :    ICT Program

PROGRAM/DEPARTMENT SUMMARY: -

Mercy Corps is a nonprofit international relief and development organization serving more than 19 million people in 36 countries. Mercy Corps has had a presence in the West Bank and Gaza since the 1980s, helping Palestinians meet their immediate needs for survival and find durable solutions to chronic problems. With offices in East Jerusalem, Ramallah and Gaza City, Mercy Corps implements programs throughout the Palestinian territories and with headquarters in Edinburgh, Scotland (Mercy Corps Scotland, a UK registered company limited by guarantee and registered charity) and Portland, United States (Mercy Corps, a non-profit voluntary humanitarian aid agency registered in the State of Washington, United States of America).  For more information, please refer to: www.mercycorps.org

Gaza2020 Health Matters:

The USAID funded Gaza 2020: Health Matters project is designed to improve emergency preparedness and response and improve access and availability of quality primary and secondary health care by building the capacity of NGOs and community based organizations in Gaza. Led by International Medical Corps (IMC), the consortium including Mercy Corps, CARE, and Juzoor and brings together the various components necessary to create a holistic system that is responsive to crisis and the needs of residents of Gaza. One of the major activities under the program is to increase Emergency Response and Preparedness for health related humanitarian goods and services

GENERAL POSITION SUMMARY: -

To support Gaza 2020: Health Matters, Mercy Corps has developed Stock Management and Patients’ Records Systems. These systems will support project objectives by building the capacity of the project partners (about 12-15 health NGOs) in order to enhance their preparedness and response to emergencies. From the other side, the system will support Gaza 2020: Health Matters project to get the required reports by tracking beneficiaries’ information. Therefore, Mercy Corps is seeking to recruit Deployment and Technical Support Engineers (Entry Level) to properly deploy Stock Management and Patient Records System to targeted facilities according to deployment plan and provide technical support for health facilities’ users.
Deployment and Technical Support Engineer will work with one or more of partner health facilities. These facilities include but not limited to: Hayfa, Dar Al Salam, Al Ahli, Al Karamah, Snt. John, Al Kuwait, Ard El Insan, Near East Churches Council (NECC), Patients Friends, Caritas.

ESSENTIAL JOB FUNCTIONS:-

The Deployment and Technical Support Engineer will work closely with MC-ICT team and software development company to carry out the following tasks: -
Work closely with the program manager to conduct economic appraisal of sectors and select sectors with high growth potential.
Supervise, advise and provide support for technical support technicians.
Support MC-ICT team in preparing and implementing pre-deployment, deployment and follow up plans for targeted facilities.
Ability to troubleshoot problems, identify bugs in the system, and communicate them to MC-ICT team.
Provide on-site training and technical support for all system users inside the facilities at times appropriate for system users.   
Act as primary customer contact for deployment related inquiries and issues.
Observe users while working on the software system to suggest usability enhancements to the system.
Document all user feedback, problems, comments, and suggestions, discuss them with other ICT Staff, and ensure problems are solved on a timely manner.
Assist in the data entry process for data required to operate the system successfully.
Write daily/weekly briefs and fill-in tracking sheets and send them to MC-ICT staff at pre-defined schedules and/or when requested.   
Recommend process/system improvements to ensure system scalability and reliability.
Conduct User Acceptance Test and retest Software Development corrections of the raised errors.
Willing to assist in developing any documents related to training, deployment and technical support if requested by MC’s ICT staff. 
Accept any other tasks that support successful deployment and technical support of software systems.

SUPERVISORY RESPONSIBILITY: NA

ACCOUNTABILITY:-

REPORTS DIRECTLY TO: ICT Program Manager
WORKS DIRECTLY WITH: Coordinates with Mercy Corps program staff, beneficiary populations, and implementing partners, as necessary.

QUALIFICATIONS, KNOWLEDGE AND EXPERIENCE:

Bachelor degree in IT related fields.
At least two-year professional experience in software development and deployment.
Has experience with large information systems.
Good experience in databases and SQL server would be an added asset.
Knowledge in usability testing and software testing would be an added asset.
Experience in developing user manuals would be an added asset.
Proven ability to quickly learn new business domains and technical applications;
Willingness to work outside of normal business hours;
Analytical and critical thinking.
Having empathy and good communication and writing skills both in Arabic and English.

SUCCESS FACTORS:

Excellent written and oral communication skills;
Strong interpersonal, communication, conflict resolution and negotiation skills;
Excellent time and organizational management skills;
Planning and working flexibly to a deadline;
Keep up to date with technical and industry developments.
Excellent ability to work under pressure and carry out multiple tasks.

Qualified persons with disability are highly encouraged to apply.

Interested candidates are encouraged to submit a one page cover letter and their CV by e-mail to                  
 

[email protected]

no later than Monday, 25 December 2017
Only short-listed candidates will be contacted.
Please indicate in the email subject; Deployment and Technical Support Engineer.
No application will be accepted if the email subject is not mentioned in the email subject line.
Please apply separate application for each position you are interested in.
 

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