Field ICT Mobile Implementation Officer (MIO) (m/f/x) – MSF Belgium At Médecins Sans Frontières

CONTEXT

Within MSF OCB (Operations Center Brussels), the ICT unit provides services to the Countries of operations teams (about 6000 users) in about 40 countries around the world and to +/- 500 users at the head office in Brussels.

The ICT OCB unit is a field-centric and people-inspired team. Our vision is to give MSF the digital means to improve its humanitarian and medical impact. We aim to deliver and maintain a suitable, reliable and secure digital ecosystem that meets MSF’s operational and organizational needs. This ecosystem enables new, more efficient ways of working, enhances cross-functional collaboration between functional departments, and fosters exploration and innovation.

MSF’s OCB projects worldwide require a robust ICT ecosystem to operate effectively and efficiently. The Field ICT team ensures that MSF OCB has a strong ICT ecosystem in its projects, supporting ongoing digital transformation processes.

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

As Field ICT MIO, you have an in-depth understanding of the ICT ecosystem in the countries of operations and projects and provide hands-on technical support and knowledge sharing. You liaise with Field ICT Support Specialists and with the “Infrastructure and DevOps” teams for 3rd line support and external vendors to ensure that any incidents or issues are properly resolved. You will be specifically dedicated to the roll-out of our new “Endpoints Management solution” across all of MSF OCB’s projects.

MAIN RESPONSIBILITIES

• Develop and maintain effective collaboration with ICT Officers and Logs in the field, members of the Front Office and Back Office of the logistics department, as well as with other relevant stakeholders
• Develop a technical mentoring relationship with ICT Officers
• Participate in the deployment and maintenance of MSF and third-party applications, as well as the deployment and configuration of terminals (PC, smartphone, etc.)
• Prepare and deliver ICT trainings to ICT Officers and Logs
• Support the preparation and maintenance of technical documentation, guidelines and supporting documents. Make sure they are communicated them through the appropriate channels
• Respond to user requests and help them troubleshoot any hardware or software issues
• Provide, if need be, adequate support when recruiting ICT related people
• Assess in the field the possibilities and benefits of intersectional collaboration in ICT
• Assign support tickets to relevant members of the ICT unit
• Manage incidents, problems, and user requests within the scope of your competences and assignments
• Escalate complex issues to 3rd level support and track their resolution
• Maintain logging of all detected software or hardware issues, and their resolution in your assignments
• Proactively analyze support logs and propose improvements
• Participate in defining and updating 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
• Propose new technologies and solutions based on findings in the projects

REQUIRMENTS

Education & Experience

• Bachelor’s degree in computer science, Information Systems Management, or equivalent work experience
• Minimum 3 years of experience in providing IT and support services
• Experience in project management is an asset
• Experience with NGOs in similar contexts and/or MSF experience is a strong asset

Competencies

Hard skills:

• Strong knowledge of troubleshooting and administration of Microsoft operating systems
• Knowledge of Fortinet, LDAP, Synology, NixOS
• Knowledge of GLPI and Intune is a strong asset
• Knowledge of communication technologies: cellular, VSAT, ADSL, WiMAX, fiber optics, HF/VHF
• Good understanding of PC hardware installation and configuration
• Experience using and configuring processes in an IT service management tool
• Hands-on experience with various operating systems and devices (OS X, Android, iOS, etc.) will be an asset
• Hands-on experience in network administration, security technologies and architectures: firewall, internet proxy, load balancing, VPN solutions, application security will be an asset
• Knowledge of PowerShell scripting language will be an asset
• Knowledge of virtualization technology will be an asset

Soft skills:

• Ability to understand the needs and constraints of MSF operations
• Ability to adapt to changing circumstances, contexts, tasks, responsibilities and people
• Good communication skills
• Good analytical and problem-solving skills
• Ability to engage, develop and maintain mutually beneficial professional relationships with users and various stakeholders
• Cross-cultural awareness
• Results, quality and services oriented
• Ability to work under pressure and manage multiple priorities

Languages

• Proficient level in English, both oral and written is mandatory
• Good knowledge of French is a strong asset
• Other commonly used MSF operational languages (Spanish, Arabic, Portuguese) are an asset

CONDITIONS

• Expected starting date: February-March 2025
• Location: Brussels (Belgium)*¹ or homebased *²

*¹ Due to administrative constraints, given the duration of the contract, candidates might already need to have the permanent right and/or a valid work permit

*² The contractual conditions will be established based on the country of residence, on administrative / legal constraints and in respect of MSF function grids and salary policies

• Mobility: up to 70% in MSF projects
• Contract type: Fixed-term contract – Full-time
• Contract duration: 12 months
• Salary according to MSF-OCB grid
• Medical Insurance 100% covered as per international package – 45 paid leaves
• Adhere to the MSF principles and to our managerial values: Respect, Transparency, Integrity, Accountability, Trust and Empowerment
• Adhere to the MSF Behavioural Commitments