Information Communication Technology (ICT) Support Administrator II

Qualifications

• Bachelor's degree in computer science, Information Systems, or related field required.
  
• Minimum 5 years of progressive ICT support experience, including multi-country or regional contexts.
  
• Advanced certifications such as CompTIA Network+/Security+, Microsoft 365 Certified: Modern Desktop Administrator, or ITIL Intermediate level preferred.
  
• Proven experience in mentoring ICT teams and handling escalations.
  
• Experience with ticketing systems (e.g., ServiceNow), endpoint management, and cloud platforms (Microsoft 365).
  

Regional Technical Leadership and Escalation Support

• Serve as a subject matter expert and lead escalation point for unresolved Tier I and Tier II tickets.
  
• Provide expert-level diagnostics and troubleshooting across diverse hardware, software, and infrastructure issues.
  
• Assist ICT leadership in coordination with GKIM and enterprise platform teams on Tier III escalations.
  

Oversight and Coordination of Regional ICT Support Activities

• Serve as a resource for standardizing practices, ticket triage methods, and support quality across countries.
  
• Support documentation of best practices and facilitate team knowledge sharing.
  

ICT Environment Management and Optimization

• Support advanced configuration of cloud-based environments across supported countries.
  
• Assist in testing and rolling out regional system upgrades and security protocols.
  
• Provide recommendations to the ICT leadership for infrastructure improvements.
  

Peer Mentorship and Onboarding Support

• Mentor junior Technicians through coaching, documentation reviews, and skill-building opportunities. Assist with onboarding and orientation for new ICT junior staff.
  
• Assist in identifying the training needs of regional/country program staff, and work with ICT leadership to facilitate the planning and implementation of these trainings.
  

Documentation, Reporting, and Compliance

• Assist with the development of regional technical guides, FAQ documents, and system checklists.
  
• Compile monthly technical trend analysis and service improvement recommendations.
  
• Ensure full compliance with CRS information security policies and data protection standards.