Job Summary:

The Information Communication Technology (ICT) Support Administrator provides advanced regional technical support to CRS staff and operations in alignment with global ICT support protocols. This role handles escalated technical issues from Tier I (Service Desk), coordinates with field ICT contacts, ensures ICT standards are maintained across country offices, and supports consistent and effective ICT operations throughout the region.

Roles and Key Responsibilities:

Advanced Support and Troubleshooting

Respond to and resolve escalated technical support tickets from Tier I, providing advanced troubleshooting for hardware, software, and network issues across multiple countries.
Track all activity in ServiceNow and ensure high standards for ticket documentation and closure.
Prepare and submit monthly service performance and issue trend reports to the ICT Support Manager.
System and Device Management

Configure and deploy ICT equipment (laptops, printers, networking hardware, etc.) remotely or on-site.
Monitor system performance and ensure user devices comply with security requirements.
Collaborate with the Global ICT team on updates, deployments, and support standards.
Regional Coordination and Onboarding Support

Provide ICT provisioning and account setup for new staff.
Deliver onboarding and orientation for regional and country office staff on ICT systems and standards.
Coordinate with local ICT contacts and regional leadership to ensure smooth service delivery.
Asset Management and Procurement Support

Ensure the enrollment of computers on the agency standard device management platform (Intune).
Provide input for procurement of equipment/services and ensure compliance with CRS ICT standards.
Support device lifecycle management activities, including disposal.
Documentation, Reporting, and Compliance

Contribute to technical documentation, troubleshooting guides, and knowledge articles.
Ensure devices and user environments adhere to ICT security policies and data protection regulations.
Preferred Qualifications and Experience

Minimum 2 years’ experience in ICT support or systems administration, preferably in a regional or multi-office context.
Certifications such as CompTIA A+/Network+, Microsoft Certified Associate, or ITIL Foundation preferred.
Experience with ticketing systems (e.g., ServiceNow), endpoint management, and cloud platforms (Microsoft 365).
Knowledge, Skills and Abilities

Strong customer service orientation with effective interpersonal, verbal, and written communication skills.
Ability to work effectively both independently and as part of a distributed, multicultural team.
Proactive problem-solving skills, strong attention to detail, and ability to follow established procedures.
Basic knowledge of Microsoft Intune Suite for endpoint enrollment, troubleshooting, and reporting.
Ability to support and troubleshoot Windows, macOS, iOS, and Android devices using standard documentation or guidance.
Fundamental understanding of Microsoft 365, including SharePoint and Teams.
Awareness of endpoint security practices, including patch deployment, encryption support, and secure device disposal.
Ability to use monitoring tools to identify issues, document incidents, and escalate appropriately following guidelines.
Strong documentation skills for recording incidents, drafting user instructions, and updating knowledge articles.
Familiarity with ITIL fundamentals and a commitment to continuous learning and improvement.
Required Languages—English fluency required.

Travel—Must be willing and able to travel up to 10% to the field locations.

Please send your resume/CV