Field ICT Specialist

Field ICT Specialist (m/f/x) – Brussels – MSF Belgium

Médecins Sans Frontières (MSF) is an international humanitarian aid organization that provides assistance in more than 70 countries to populations in distress, to victims of natural or manmade disasters and to victims of armed conflicts, without discrimination and irrespective of origin, religion, creed or political affiliation.

CONTEXT

MSF OCB (Operational Center Brussels) Field ICT Team’s mission is to enable, deploy and maintain a reliable, usable, and secure ICT ecosystem that supports and facilitates MSF OCB’s operations across its programmes. Over the last four years, the team has deployed a new infrastructure that provides country programmes and emergency interventions with solid foundations for further digital transformation.

An accessible, reliable and secure ICT ecosystem is essential for MSF OCB operations. MSF OCB activities are increasing in number and complexity, as does usage and deployment of digital tools. In such a context, ensuring qualitative operations driven approach in ICT has become more important and is the cornerstone of future digitalization.

The recent pandemic demonstrated the critical role of digital tools in ensuring operational continuity and accelerated the adoption of new ways of working associated with Recentralisation and Networked Operational Directorate approaches. These are only possible if ICT ecosystem is aligned with programme and project needs, to ensure reliability of tools and processes, safety of data, protection of devices and continuity of service.

Innovative short-term and long-term ICT solutions adapted to MSF OCB’s different operational realities, focused on the health of patients and staff, and which are appropriate for contexts or environments are needed.

Typical Field ICT solutions are a balanced mix of technology, human capital, and pragmatism. The Field ICT team analyzes, prototypes, implements, and supports these solutions.

As Field ICT Specialist, you have an in-depth understanding of the ICT ecosystem in programmes and projects and provide 2nd and 3rd line technical support. You liaise with the Infrastructure, Data and DevOps teams for 3rd line support, as well as external vendors, to ensure that any incidents or issues are properly resolved.

You will participate in the development of operational tactics from an ICT point of view.

You are part of the Field ICT team within the ICT unit of OCB's General Management and reports to the Field ICT Solutions Referent. The Field ICT team is composed of a Coordinator, Field ICT specialists, Regional operations partners, a Field ICT workstation management referent and a Mobile implementation officer (MIO).

MAIN RESPONSIBILITIES

• Develop and maintain effective collaboration with ICT Officers and Logistics staff in the field, members of the Front Office and Back Office of the logistics department, as well as other relevant stakeholders
• Develop a technical mentoring relationship with ICT Officers in the programme
• Participate in the deployment and maintenance of MSF and third-party applications, as well as the deployment and configuration of endpoints (PC, smartphone, etc.)
• Prepare and deliver ICT trainings to ICT Officers and Logistics staff across programmes. Support, as appropriate, ICT training for end users
• Prepare and maintain up-to-date technical documentation, guidelines and supporting documents. Communicate them through the appropriate channels
• Respond to user inquiries and help them resolve any hardware or software issues
• Provide adequate support for the recruitment and development of ICT-related staff within the programmes
• Assign support tickets to the relevant members of the ICT unit
• Manage incidents, problems, and user requests within the scope of your competence
• Escalate complex issues to 3rd level support and track their resolution (third-level support is provided either by the Infrastructure, Data and DevOps teams or by external vendors)
• Maintain logging of all detected software or hardware issues, and their resolution
• Regularly analyze support logistics staff and propose improvements
• Participate in the definition and updating of the ICT ecosystem and ensure that everything is properly implemented and documented
• Participate in and promote configuration management for ICT devices
• Prepare and execute project visits
• Identify hardware and software solutions adapted to the needs of users and meeting the specific requirements of MSF's operating environment

REQUIREMENTS

Education & Experience

• Degree in Computer Science, Information Systems Management or equivalent by experience
• Minimum of 3 years’ experience in providing IT and technical support services to a div