Position Summary

Catholic Relief Services (CRS) is recruiting an ICT Support Administrator to provide advanced technical assistance to staff and operations across the region aligning with global ICT standards.

The role focuses on resolving complex technical issues working with field ICT contacts upholding ICT protocols across country offices and ensuring seamless ICT operations.

Main Duties

Technical Support and Issue Resolution

Address advanced technical support tickets escalated from Tier I for hardware software and network challenges across various countries
Log activities in ServiceNow maintaining high-quality ticket documentation and resolution standards
Compile monthly reports on service performance and issue trends for the ICT Support Manager

Equipment and System Management

Set up and deploy ICT equipment such as laptops printers and networking devices remotely or on-site
Monitor system performance ensuring user devices meet security standards
Work with the Global ICT team on system updates deployments and support protocols

Regional Support and Staff Onboarding

Handle ICT provisioning and account setup for new employees
Conduct onboarding sessions for regional and country office staff on ICT systems and protocols
Collaborate with local ICT contacts and regional leaders to ensure efficient service delivery

Asset and Procurement Coordination

Enroll devices in the agency-standard management platform (Intune)
Advise on equipment and service procurement ensuring adherence to CRS ICT standards
Manage device lifecycle including disposal processes

Documentation and Compliance

Create technical documentation troubleshooting guides and knowledge resources
Ensure devices and user environments comply with ICT security and data protection policies

Qualifications and Skills

Category	Requirements
Experience	At least 2 years in ICT support or systems administration ideally in regional or multi-office settings
Certifications	Preferred certifications include CompTIA A+ Network+ Microsoft Certified Associate or ITIL Foundation
Technical Expertise	Familiarity with ticketing systems like ServiceNow endpoint management and cloud platforms such as Microsoft 365
Interpersonal Skills	Strong customer service focus effective communication skills ability to work independently and in diverse teams proactive problem-solving and attention to detail
Technical Knowledge	Proficiency with Microsoft Intune Suite for endpoint management troubleshooting and reporting support for Windows macOS iOS and Android devices understanding of Microsoft 365 including SharePoint and Teams knowledge of endpoint security practices like patch deployment encryption and secure disposal
Documentation Skills	Ability to document incidents create user guides and update knowledge resources
ITIL Awareness	Understanding of ITIL principles and dedication to ongoing learning
Language	Fluent in English
Travel	Ability to travel up to 10% to field locations

CRS Competencies

Personal Accountability: Takes ownership of actions
Integrity: Reflects CRS mission and values
Trust Building: Aligns actions with words
Collaboration: Thrives in diverse intercultural teams
Learning Mindset: Embraces opportunities to gain new perspectives

Leadership Competencies

Change Leadership: Promotes improvement through agility and innovation
Staff Development: Enhances team and agency performance by building staff capacity
Strategic Thinking: Aligns role with agency strategy and team goals