Digital Transformation and Technology (DTT) Officer

Job Posting Organization:
FHI 360 is a nonprofit organization dedicated to improving lives in lasting ways by advancing integrated, locally driven solutions for human development. Established in 1980, FHI 360 operates in more than 60 countries and has a diverse workforce of over 4,000 employees. The organization focuses on various sectors including health, education, economic development, and technology, aiming to create a positive impact on communities worldwide.

Job Overview:
The Digital Transformation and Technology (DTT) Officer is a pivotal role that provides advanced technical support and serves as a senior technical resource within a country or field office. This position is responsible for delivering first- and second-line support for complex issues related to end-user devices, software, servers, network connectivity, remote access, and enterprise technology systems. The DTT Officer works independently, exercising considerable judgment and initiative to resolve technical issues, determine appropriate methods for new or unfamiliar assignments, and recommend effective solutions. This role also serves as a technical escalation point for DTT Associates and Assistants, providing informal team leadership, technical guidance, and mentoring. The DTT Officer collaborates closely with the DTT Manager and regional or global technology teams to ensure the coordination of support, system upgrades, projects, and the provision of reliable and secure technology services.

Duties and Responsibilities:
The DTT Officer is tasked with a variety of responsibilities that include evaluating complex incidents, understanding the implications of technical issues, and selecting appropriate troubleshooting methods. They provide first- and second-line technical support for incidents involving hardware, software, applications, network connectivity, enterprise systems, and infrastructure. The officer troubleshoots and resolves complex system, network, infrastructure, access, and end-user technology issues, coordinates the resolution of critical incidents affecting operations, and identifies recurring incidents to recommend preventive or corrective solutions. Additionally, they support the installation, configuration, and maintenance of servers and network devices, ensure routine backups are completed, monitor system performance, and support the implementation of technology projects and organizational DTT initiatives. The role requires the officer to take ownership of escalated incidents, coordinate activities for timely resolution, and recommend improvements to technical support practices and operational efficiency.

Required Qualifications:
Candidates must possess a strong understanding of Information Technology industry practices and technical support operations. They should have solid knowledge and experience with incident management and IT operations services, tools, and systems. Proficiency in Microsoft Office Suite, Windows 11, Microsoft 365, Exchange Server, Active Directory, Azure, and Microsoft Intune is essential. Familiarity with Cisco Meraki routers, Ethernet, TCP/IP, DNS, DHCP, and telecommunications technologies such as VoIP and Teams is also required. The ability to troubleshoot complex hardware, software, network, and enterprise technology issues is crucial, along with strong oral and written communication skills and the ability to provide technical guidance to less experienced staff.

Educational Background:
A Bachelor’s Degree or its International Equivalent in Information Technology, Computer Science, Computer Engineering, or a related field is required for this position. This educational background provides the foundational knowledge necessary for the technical challenges faced in this role.

Experience:
Typically, candidates should have 2–4 years of related experience in end-user technical support, systems administration, network support, infrastructure support, incident management, or related information technology operations. An equivalent combination of relevant education and experience may also be considered.

Languages:
Fluency in English is mandatory, with the ability to read, write, and speak the language proficiently. Additional language skills may be beneficial but are not specified as mandatory.

Additional Notes:
This position is an individual contributor role without direct people management responsibilities, although it may involve informal leadership and guidance to junior staff. The expected hiring salary range for this role is DOP 800,000 - 1,000,000 for annual basic salary, with considerations for relevant experience and education. The role requires less than 20% travel. FHI 360 is an equal opportunity employer and is committed to safeguarding against abuse, exploitation, and harassment in its work environments and programs.