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 works independently with considerable judgment and initiative, and serves as a technical escalation point for DTT Associates and Assistants.

Key responsibilities

• Evaluate complex incidents, select troubleshooting methods and recommend solutions within DTT standards.
• Provide first- and second-line support for hardware, software, applications, networks, enterprise systems and infrastructure.
• Serve as escalation point for issues beyond the capacity of Associates and Assistants, and coordinate critical incidents.
• Support installation, configuration and maintenance of servers, network devices and end-user computing environments, including backups, patches and system upgrades.
• Monitor system performance, reliability and availability, and support technology projects and deployments.
• Work with end users, colleagues, the DTT Manager, vendors and regional/global teams, and coach less experienced staff.
• Apply IT policies, security standards, change control and configuration management, and escalate major issues to the DTT Manager or regional teams.

Required profile

• Bachelor's degree or international equivalent in Information Technology, Computer Science, Computer Engineering or a related field.
• Fluent reading, writing and speaking of English.
• Ability to work independently, prioritize multiple tasks and 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.