Information Communication Technology (ICT) Support Administrator II

Job Posting Organization:
Catholic Relief Services (CRS) is the official international humanitarian agency of the Catholic community in the United States. Established to save, protect, and transform lives in need, CRS operates in more than 100 countries, providing relief and development assistance without regard to race, religion, or nationality. The organization focuses on various sectors including emergency response, health, agriculture, education, microfinance, and peacebuilding. CRS is committed to safeguarding children and vulnerable adults from abuse and exploitation, and it welcomes individuals from all faiths and secular traditions who share its values and commitment to serving those in need. The agency's processes and policies reflect its dedication to safeguarding and ensuring the rights and dignity of all people, particularly those who are most vulnerable. The organization has a collaborative, mission-driven culture aimed at improving the lives of the poor globally, and it employs a diverse workforce across various countries, ensuring that local candidates are prioritized in the recruitment process.

Job Overview:
The ICT Support Administrator II position is designed for an individual who will serve as a subject matter expert and lead escalation point for unresolved Tier I and Tier II technical support tickets. The role involves providing expert-level diagnostics and troubleshooting across a range of hardware, software, and infrastructure issues. The administrator will assist ICT leadership in coordinating with GKIM and enterprise platform teams on Tier III escalations. The position also entails oversight and coordination of regional ICT support activities, standardizing practices, and ensuring quality support across multiple countries. The administrator will be responsible for optimizing cloud-based environments, testing and rolling out system upgrades, and providing recommendations for infrastructure improvements. Additionally, the role includes mentoring junior technicians, assisting with onboarding, and identifying training needs for regional staff. The administrator will also be tasked with documentation, reporting, and ensuring compliance with information security" style="border-bottom: 1px dotted #007bff !important;">security-policies" style="border-bottom: 1px dotted #007bff !important;">security policies and data protection standards.

Duties and Responsibilities:

• Serve as the primary escalation point for unresolved Tier I and Tier II tickets, providing expert-level diagnostics and troubleshooting.
• Collaborate with ICT leadership and enterprise platform teams on Tier III escalations.
• Standardize practices and ticket triage methods across countries to ensure quality support.
• Document best practices and facilitate knowledge sharing among team members.
• Support advanced configuration of cloud-based environments and assist in testing and rolling out system upgrades and security protocols.
• Provide recommendations for infrastructure improvements to ICT leadership.
• Mentor junior technicians through coaching, documentation reviews, and skill-building opportunities.
• Assist with onboarding and orientation for new ICT junior staff.
• Identify training needs for regional and country program staff and work with ICT leadership to implement training plans. 1
• Develop regional technical guides, FAQ documents, and system checklists. 1
• Compile monthly technical trend analysis and service improvement recommendations. 1
• Ensure compliance with CRS information security policies and data protection standards.

Required Qualifications:

• Strong leadership and mentoring abilities within technical teams.
• High-level troubleshooting and analytical skills across various platforms.
• Excellent communication and collaboration skills, with the ability to manage multiple priorities autonomously.
• Proficient knowledge of Microsoft Intune Suite, including device enrollment, policy configuration, Endpoint Security management, and reporting.
• Strong troubleshooting skills for managing and supporting Windows, macOS, iOS, and Android operating systems independently.
• Solid understanding of Microsoft 365 administration, SharePoint, Teams, and Azure.
• Good understanding of endpoint security best practices, including vulnerability management, encryption policies, and secure device disposal processes.
• Ability to interpret and act on monitoring and diagnostic data to enhance device performance and improve end-user experience.
• Strong documentation skills, capable of creating comprehensive knowledge articles and maintaining accurate technical documentation. 1
• Familiarity with ITIL best practices and participation in service management processes.

Educational Background:
A Bachelor's degree in computer science, Information Systems, or a related field is required for this position. The educational background should provide a solid foundation in technical principles and practices relevant to ICT support.

Experience:
A minimum of 5 years of progressive ICT support experience is required, particularly in multi-country or regional contexts. The candidate should have proven experience in mentoring ICT teams and handling escalations effectively. Experience with ticketing systems, endpoint management, and cloud platforms such as Microsoft 365 is also essential.

Languages:
Fluency in English is required for this position. Proficiency in additional languages may be considered an asset, depending on the regions served.

Additional Notes:
The position may require travel up to 10%. There are no supervisory responsibilities associated with this role. The successful candidate will be expected to adhere to CRS's Code of Conduct and commitment to safeguarding program participants and community members from exploitation and abuse. The agency offers a comprehensive benefits package, including medical, dental, life insurance, vision, and a generous retirement savings plan for U.S.-based staff. Benefits for candidates employed outside the U.S. will be based on the country of employment.