Senior IT Officer This job has ended. You cannot apply anymore.

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Posted on 24 Mar, 2024
Closing on 07 Apr, 2024

Job Description

The Role:

We are looking for Senior IT Officer to perform the follow responsibilities:

  • As a member of Tier 1 and T2 Specialist Infrastructure Support, participate in Tier 1 and Tier 2 support in the region third level issues recorded in the region.
  • Deliver all regional and organisational IT projects. Champion newly delivered WoW.
  • Provide remote assistance to regional users and remote maintenance to regional servers and
  • Follow specialist technical advice by Infrastructure teams in MENA and UK
  • Advise management on specialised areas of expertise.
  • Communicate/influence widely with all the regional staff, the Regional IT team & some external
  • contacts
  • Represent Oxfam externally at IT-related forums and associations.
  • Provide business-critical technical expertise using a unique knowledge set.
  • Implement agreed Corporate IS strategies and policies.
  • Ensure cost-effectiveness of regional IS-related contracts by monitoring and managing the received services.
  • On occasion, use independent thought and research to recommend the best solution for projects and more difficult issues.
  • On rotation, be the lead regional technical contact and support technical staff in the
  • Provide technical Regional Service Desk services and remote assistance to users to solve specific IT Issues.
  • Log all calls made to the Regional Service Desk with the correct level of detail to facilitate resolution.
  • Answer all calls to the Regional Service Desk in a professional customer service-oriented manner.
  • As a member of Service Desk MENA, solve Tier 1, Tier2 and Specialist issues assigned to her/him
  • Manage resolution of escalated problems.
  • Maintain regional servers and services.
  • Actively participate in and contribute to the Regional IT team and the wider Business Services Team, contributing to regional strategy development, implementation and achievement.
  • Provide support with the installation of appropriate office systems, including PC LANs, servers, communications equipment, standard Oxfam software, etc, in the region whilst ensuring coordination with the ISSM/ISD.
  • Provide Notes Administration support to the region.
  • Provide AD and Windows server administration to the region.
  • Assist the ISSM in developing regional IT capacity through the use of a variety of training and support techniques, undertaking actual training as appropriate.
  • To manage technical resources and specialist staff, if appropriate, in the regional office, including maintenance, purchase and contracting of local services.
  • To regularly update regional IS information in the OGN database.
  • To contribute to the Regional IS Monthly report.
  • Monitor and evaluate quality control of IT systems across the Region, identifying and resolving underlying issues and reasons for problems.
  • Coordinate the work of local IT contractors in offices and oversee the work they are doing, including installation, hardware, and software support.
  • Provide or coordinate hardware support in-country offices where SITO is based.
  • Spend 1 week minimum travelling to support all Yemen offices.

What we are looking for:

The ideal candidate should meet the following requirements:


  • IT or similar university graduation
  • 2 years managing Cloud Azure, M365 or similar Cloud-based systems.
  • Experience of the following:
    • Customer Management or Help Desk
    • Service Level Reporting
    • Problem and Incident Management
    • Change Control and Release Management
    • Exceed customer expectations.
    • Clear and concise communication with customers and team

In addition:

  • Good working knowledge of the English language
  • Incident management and Excellent prioritization skills

An ideal candidate for the role will also be/have:

  • Meraki, Cisco or similar cloud network certification
  • Working on a Senior IT Officer role in another NGO or large size institution
  • Working in NOG or iNGO
  • Certification in ITIL
  • Certification or Qualification in Customer Support
  • Management processes


  • Meraki, Cisco or similar cloud network certification
  • Working on a Senior IT Officer role in another NGO or large size institution
  • Working in NOG or iNGO
  • Certification in ITIL
  • Certification or Qualification in Customer Support
  • Management processes

Organizational Values:

  • Accountability – Our purpose-driven, results-focused approach means we take responsibility for our actions and hold ourselves accountable. We believe that others should also be held accountable for their actions.

  • Empowerment – Our approach means that everyone involved with Oxfam, from our staff and supporters to people living in poverty, should feel they can make change happen.

  • Inclusiveness – We are open to everyone and embrace diversity. We believe everyone has a contribution to make, regardless of visible and invisible differences.

How to Apply

How to apply has been removed becuase this job has ended. If this is a special case, please contact us and we will help.

Important Notes / مقترحات هامة

Following the instructions on How to apply will always increase your chances of getting your application looked at.
إتباع تعليمات التقديم المذكورة في كل إعلان ستزيد من فرصة النظر لسيرتك الذاتية من قبل الجهة المعلنة
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تذكر أن تكتب إسم الوظيفة و موقعها في عنوان البريد عندما يكون التقديم عبر الإيميل