With over 70 years of experience, our focus is on helping the most vulnerable children overcome poverty and experience fullness of life. We help children of all backgrounds, even in the most dangerous places, inspired by our Christian faith.
Come join our 34,000+ staff working in nearly 100 countries and share the joy of transforming vulnerable children’s life stories!
Key Responsibilities:
Location: Any country in Middle Eastern Europe Region (MEER) where World Vision is registered to operate.
IT Customer Support (Desktop/Helpdesk) will be responsible for responding to customer requests by diagnosing and resolving problems and for supporting the ongoing technology needs of all employees by providing help desk support. He/she will work with a broad range of infrastructure products and basic networking components. Will provide maintenance and support for moderately to highly complex client products and work on one or more projects concurrently as a team member.
IT Customer Support will respond to requests for IT support, logging problems, generating trouble tickets, attempting to diagnose and resolve problems, and if necessary, escalating the problem to the appropriate level of expertise. This specific IT Customer Support position cover Middle East/Eastern Europe region and its Field Offices (FOs), in order to provide Account Management and L1+L2 Support on Global Platforms as well as enhanced L1 Customer Support for offices with no local full time IT.
Major Responsibilities:
SERVICE DESK
Account Management for the following Global Platforms:
WV main directory
Collaboration and Mail platform
Web Conference platform
Remote Desktop control platform
Responds to Level 2 support for the following Global Platforms:
SW Firewall
Endpoint Management
Antivirus
Multi-Factor Authenticator for password resets
Works with vendors on Level 3 support.
Supports the creation of monthly reports for Field offices.
Generates activity and status reports of tickets in HelpDesk.
Identifies and solves trouble issues which affect multiple clients.
SERVICE LEVEL MANAGEMENT
Oversights the quality of ITIL methodology.
Collaborates in the development of service-level objectives and takes steps to meet or exceed targets.
Monitors service-level objectives to ensure that requirements are met or exceeded.
Follows up in a timely manner to ensure customer satisfaction.
TECHNICAL SUPPORT:
Assists local IT appointed Customer Support person to resolve problems, for 4 hours per week.
Engages the hardware vendors on issues to remedy issues or escalates for support.
Diagnoses and resolves client workstation and mobile device hardware and software issues.
Creates temporary solutions until permanent solutions can be implemented. Coordinates the resolution of escalated application, hardware and software problems.
DOCUMENTATION:
Creates, modifies and reviews documentation of issues resolutions.
Develops and delivers documentation to ensure appropriate end-user support.
Creates and submits documented resolution to Knowledge Base.
Updates manuals/guides to incorporate new recommended products.
COMMUNICATIONS/CONSULTING:
Alerts team members about recurring problems.
Communicates technical information to both technical and non-technical personnel.
Advisory role on Equipment purchases
TRAINING:
Trains co-workers on new or existing functionality or services.
Identifies customer training needs based on common problems.
Help Improve the overall digital literacy and dexterity of colleagues.
Qualifications of the role
Required Experience
Minimum 1-2 year of experience in providing IT services to different profile of customers in business environment.
Bachelor’s degree in Computer Science, Information Systems, or other related field Or equivalent work experience.
Demonstrated working knowledge of basic to moderately complex hardware and software products and problem solving / diagnostic skills.
Fluent in verbal and written English language. Any other language will be considered an advantage.
Preferred knowledge and qualifications
Proven technical computer skills in Microsoft Office Software, different antivirus solutions, network environment, cloud backup and restore system.
Ability to work under pressure and on multiple tasks as well as well – developed ability in problem solving
Excellent organizational skills and ability to prioritize
Ability to perform well individually and as team member
Note: The position requires ability and willingness to travel domestically and internationally up to 20% of the time.
Applicant Types Accepted:
Local Applicants Only