Digital Transformation and Technology (DTT) Officer

About the role

The Digital Transformation and Technology (DTT) Officer provides advanced technical support and acts as a senior technical resource within a country or field office. The role gives first- and second-line support for complex issues involving end-user devices, software, servers, network connectivity, remote access and enterprise technology systems. It is an individual contributor position with no direct people management responsibility.

Key responsibilities

• Provide first- and second-line support for complex incidents and act as a technical escalation point for DTT Associates and Assistants.
• Troubleshoot and resolve complex system, network, infrastructure, access and end-user technology issues, and coordinate the resolution of critical incidents.
• Support installation, configuration and maintenance of servers, network devices and end-user computing environments, including system upgrades, patching and backups.
• Monitor system performance, reliability and availability, and recommend preventive or corrective measures.
• Support technology projects, system deployments and DTT initiatives, and coordinate with vendors and service providers.
• Provide technical guidance, coaching and mentoring to less experienced staff, and help the DTT Manager coordinate daily technical support.
• Apply IT policies, security standards, change control and configuration management processes, and escalate major issues to the DTT Manager or regional/global teams.

Required profile

• Bachelor's degree or international equivalent in Information Technology, Computer Science or a related field.
• Fluent reading, writing and speaking of English.
• Ability to work independently with considerable judgment and initiative, and to communicate clearly with technical and non-technical audiences.

Required skills

• Incident management and IT operations services.
• Microsoft Office Suite, Windows 11, Microsoft 365, Exchange Server, Exchange Online, Active Directory, Microsoft Entra ID, Azure, Microsoft Intune and Microsoft Defender for Endpoint.
• Windows Server, ADFS, WSUS, Cisco Meraki, Ethernet, TCP/IP, DNS, DHCP, PABX, VoIP, Teams and Zoom.