ICT Coordinator

Location: Ramallah/Jerusalem, Palestine

Position Status: Full-time - Regular

Salary Level: (3-A)

About Mercy Corps

Mercy Corps is powered by the belief that a better world is possible. To do this, we know our teams do their best work when they are diverse, and every team member feels that they belong. We welcome diverse backgrounds, perspectives, and skills so that we can be stronger and have long term impact.

The Program / Department summary

The Operations Department is committed to implementing and maintaining the highest standards of efficiency and integrity in the support and services. The IT unit in Operations provides the information technology required for the fulfillment of Mercy Corps mission efficiently and effectively.

The Position summary

The ICT Coordinator will be responsible for providing a high level of customer support service and ensuring the proper functioning of equipment and network to meet office needs and demands. Ensure to implement policies and procedures instructed by Global Headquarters.

This position plays a vital role in the organization by troubleshooting any ICT issues raised by the Mercy Corps Ramallah and Jerusalem teams and providing resolutions. This can be via on-site support for Mercy Corps staff in Mercy Corps Ramallah and Jerusalem offices or remote support for staff working from home or while in the field or at other Mercy Corps remote offices.

جميع الحقوق محفوظة لموقع جوبس.

Essential Responsibilities

The specific duties and responsibilities of the ICT Coordinator include, but are not limited to, the following:

ICT INFRASTRUCTURE MANAGEMENT

• In coordination with Regional and Global IT team, plan, design, and installation of top-level IT infrastructure, operations planning and related services to ensure compatibility with existing Mercy Corps standard systems.
• Oversee and maintain Mercy Corps ICT infrastructure, includes WAN, LAN & Wireless-LAN with Next Generation Firewalls and enterprise level network appliances, Windows servers & NAS drives, endpoints, UPS backup systems etc.
• Ensure the security of all systems through firewall, anti-malware, and encryption.
• Monitor network traffic and coordinate a mitigation process for security incidents that is safe, traceable, and accountable. Coordinate with the Regional IT System Administrator to address serious security incidents or issues that require high-level decisions.
• Undertake the responsibility for smooth functioning of internet services in all offices. Interact with ISP for day-to-day internet issues related to services, connectivity, slow bandwidth, relocation, subscriptions etc. Lead on measurement and analysis of regional key performance indicators to inform strategic decision making.

System IMPLIMENTATION and Administration

• Lead the Email & Data migration project from G-Suite to Microsoft 365 for Mercy Corps West Bank/Jerusalem). This includes working closely with Regional IT team & M365 team, providing IT support to end users during the system migration, training end users etc.
• IT focal point for MCSY for any IT projects & rollouts organized by Mercy Corps Headquarters.
• Ensure all agency endpoints are enrolled to the Global Device Management and Security system.
• Ensure that system and data availability meet business recovery requirements. Perform administrative tasks for data retention and share drives services.
• Manage Mercy Corps Account Management System – creating & suspending login accounts for Mercy Corps employees.
• Implement and maintain solutions to minimize the risk of server and systems from being infected and/or exposed to viruses or other harmful applications.
• Implement and oversee Server backup solutions (disaster recovery). Maintain weekly basis backups of Server data and user data. Ensure backup and archives are made and stored in offsite locations as scheduled.
• Prepare strategies as it pertains to IT infrastructure, hardware, and data assets as part of the organization’s comprehensive contingency and business continuity plans.

HELP DESK SUPPORT

• Provide timely technical assistance and support for incoming queries and issues related to computer systems, software, hardware, and networking. Respond to incoming queries via the Help Desk ticketing system either in person, over the phone or by email.
• Oversee repair of computers and IT equipment at local level, when possible, facilitate and advise on best, safest and most economic solutions in consultation with the Operations Director / Manager.
• Ensure licensed software is used only and the systems are free from pirated software.
• Ensure anti-virus programs are installed, configured and up to date according to standards.
• Write training manuals and train end-users on M365 Office applications, safe computing & best practices, accessing Mercy Corps online resources etc. 
• Oversee selection of IT equipment and accessories required for the smooth functioning of IT system. Advise Procurement and Logistics Department on the purchasing of IT equipment.

OTHER

• Manage Field Office IT staff to ensure implementation is completed in a timely and proper manner.
• Advise and indirectly monitor performance of MCSY Field IT Staff to ensure that field office support issues are being addressed or escalated in a timely and appropriate manner. Coordinate performance feedback with the IT staff’s respective direct reports.
• Develop timeframes and cost plans for acquisition of new equipment or software, coordinate with Operations on budgetary implications of current and future needs. Assist and strategize with Operations Director / Manager on the procurement strategies and requirements for all network and required computer equipment.
• Read and understand the Mercy Corps ICT System Policy on appropriate use. Orient staff on appropriate use and monitor use activities to ensure adherence to these policies.
• Ensure responsible use and confidentiality of any information identified as sensitive.
• Support & orient on MC Code of Ethics and uphold Mercy Corps Zero tolerance of corruption policy.
• Conduct himself/herself both professionally and personally in such a manner as to bring credit to Mercy Corps and to not jeopardize its humanitarian mission.

REPORTING

• Prepare and provide monthly ICT service reports for the Operations Director / Manager. The reports should include data regarding service performance, key risks, current project status, and planned initiatives.
• Maintain proper documentation of all IT equipment including software licenses, system profiles, warranties, and IT stock/accessories.
• Implement and ensure compliance of network and data security policies and processes, including new institutional revisions to data protection policies.

• Assist in any business continuity and contingency planning exercises or drafting of Standard Operating Procedures (SOPs) as it relates to IT.

Supervisory Responsibility

Directly supervises all ICT Officers and Assistants.

Accountability

Reports Directly To: Senior Operations Manager

Works Directly With: IT Team in country, Senior Regional IT System Administrator, Operations,

Programs, Finance, HR, and Security.

Accountability to Participants and Stakeholders

Mercy Corps team members are expected to support all efforts toward accountability, specifically to our program participants, community partners, other stakeholders, and to international standards guiding international relief and development work. We are committed to actively engaging communities as equal partners in the design, monitoring and evaluation of our field projects.

Minimum Qualification & Transferable Skills

• A valid Degree in Computer Science and/or equivalent of 3 years’ experience in relevant field
• Relevant certifications in hardware, Software and Networking are considered a bonus.
• Relevant experience in network management in Cisco Meraki appliances or any next-generation firewall are considered a bonus.
• Exclusive knowledge of internet, cybersecurity, Data security & privacy, MS Windows 10 / 11 Professional, M365 Power Apps, MS SharePoint, One Drive, G-Suite is considered a bonus.
• Strong troubleshooting abilities, especially in networking (including Wireless LAN), M365 Apps.
• Proficiency with Microsoft Server and Active Directory (Cloud and Local).
• Proficiency in written and spoken English.
• Demonstrated attention to detail, ability to follow procedures, meet deadlines and work independently and cooperatively with team members is required.
• Strong interpersonal, communication and report-writing skills.
• Flexibility and ability to work under pressure.
• Must understand, follow, and implement existing policies on IT equipment use and best practices.

Success Factors

The successful Logistics Coordinator will assist logistics and warehousing tasks in delivering successful programs while demonstrating excellent stewardship of donor funds and compliance with Mercy Corps and donor regulations. They will maintain strong cooperative relationships with other departments and interact effectively with international and national personnel both in a managerial and training capacity while demonstrating the ability to multi-task, meet deadlines and process information in support of changing program activities. The most successful Mercy Corps staff members have a solid commitment to teamwork and accountability, thrive in evolving and changing environments and make effective written and verbal communication a priority in all situations.

Living Conditions / Environmental Conditions

The position is based in (Ramallah), and it requires frequent travel to support country programs, which may include travel to insecure locations where freedom of movement is limited and areas where amenities are limited.

Ongoing Learning

In support of our belief that learning organizations are more effective, efficient, and relevant to the communities we serve, we empower all team members to dedicate 5% of their time to learning activities that further their personal and/or professional growth and development.

Diversity, Equity & Inclusion

Achieving our mission begins with how we build our team and work together. Through our commitment to enriching our organization with people of different origins, beliefs, backgrounds, and ways of thinking, we are better able to leverage the collective power of our teams and solve the world’s most complex challenges. We strive for a culture of trust and respect, where everyone contributes their perspectives and authentic selves, reaches their potential as individuals and teams, and collaborates to do the best work of their lives.

Equal Employment Opportunity

Mercy Corps is an equal opportunity employer that does not tolerate discrimination on any basis. We actively seek out diverse backgrounds, perspectives, and skills so that we can be collectively stronger and have sustained global impact.

We are committed to providing an environment of respect and psychological safety where equal employment opportunities are available to all. We do not engage in or tolerate discrimination on the basis of race, color, gender identity, gender expression, religion, age, sexual orientation, national or ethnic origin, disability (including HIV/AIDS status), marital status, military veteran status or any other protected group in the locations where we work.

Safeguarding & Ethics

Mercy Corps is committed to ensuring that all individuals we come into contact with through our work, whether team members, community members, program participants or others, are treated with respect and dignity. We are committed to the core principles regarding prevention of sexual exploitation and abuse laid out by the UN Secretary General and IASC. We will not tolerate child abuse, sexual exploitation, abuse, or harassment by or of our team members. As part of our commitment to a safe and inclusive work environment, team members are expected to conduct themselves in a professional manner, respect local laws and customs, and to adhere to Mercy Corps Code of Conduct Policies and values at all times. Team members are required to complete mandatory Code of Conduct elearning courses upon hire and on an annual basis.

Qualified people with disabilities are highly encouraged to apply.

Interested candidates are encouraged to apply online HERE no later than 3:00 PM Thursday 16 November 2023.  Only short-listed candidates will be contacted.