IT Support Officer (Asia)
Description
About the role
In close collaboration with the IT Infrastructure and Support Lead, this position's main responsibility is to support and administer IT needs of Manila Location and other Asia Field offices without an IT capacity. It will be the first point of contact to provide IT support to users within the country by giving information, handling requests, solving problems, and offering practical advice and support. It trains and advises individuals and groups of users in secure and efficient use of IT systems in the country. It will support, administer, and monitor the performance and continuity of local corporate IT systems. It will perform other tasks as may be assigned from time to time by the line manager.
Key responsibilities
A. Configuration management
Understands and documents the way the local IT basic infrastructure is set up in each of the offices.
Ensure consistency of implementation of IT initiatives across Manila Location and other Asia countries and as needed facilitate changes to achieve alignment with Regional/Head Office protocols.
B. Microsoft 365 and Azure Administration
Identity & Access Management: Administer M365 and Entra ID (Azure AD), managing user accounts, licenses, groups and multifactor authentication.
Core Cloud Services & Endpoints: Provide support for Microsoft 365 services, including Exchange Online, Teams, and SharePoint, as well as device configuration and management through Intune.
Security, Incidents & Automation: Triage cloud incidents, handle security alerts (Risky users, Quarantined email), run PowerShell scripts, and assist with change rollouts and escalations.
C. Implementation Planning and Change Management
Participate in planning and execution of implementation of IT projects, configuration changes, and upgrades of local IT infrastructure.
In collaboration with the IT Infrastructure and Support Lead and Country teams, develop a roadmap to optimize IT in Manila location and other Asia Field countries.
D. Incident management
Detects, analyzes, prioritizes and monitor incidents daily using the incident management software. Responds to queries, runs diagnostic programs, isolates problems, and determines and implements solutions and consults with IT Infrastructure and Support Lead and/or ODI-IT Team as appropriate.
Initiates and maintains regular contact with users until incidents are fully logged, resolved, and closed.
Provide L1 and L2 IT support, including outside office hours, when necessary, escalate incidents to the appropriate support team, and test solutions to ensure effective resolution.
Prepare regular reports to provide management with a view of volume, type, and impact analysis of reported incidents and inform plans to further improve IT in the target countries.
Ensures that support tickets are resolved within established Service Level Agreements (SLAs) and that key performance indicators (KPIs) are consistently met.
E. Problem management
Check the performance of IT LAN regularly.
Consider how incidents can be prevented and manage the steps to take to achieve such improvements.
Make suggestions about and offer advice to the adoption, extension and optimization of IT.
Share relevant IT knowledge with users by compiling manuals and procedures, providing training, and communicating regularly.
Provide instructions for contingency.
F. Version management
Take the initiative of keeping up to date with ample documentation and professional literature.
Others
Contributes to shape IT governance documents where applicable
Be part and contribute to “Asia IT Community of Practice”
Provide active support to Asia and ODI/Global projects (e.g., Cloud or IT Maturity Assessment)
Performs other tasks as may be assigned from time to time by the line manager.
Personal Qualities
The Asia IT Support Officer will have a heart and passion for strengthening the PC. He knows IT and can act as a change agent to transfer knowledge and insights, motivate, and enable the management and staff.
The person will:
Commit to Spiritual Transformation with a lifestyle that models spiritual disciplines and discernment in his/her daily life.
Be cross-culturally sensitive and know how to build relationships in different cultures.
Have excellent customer service skills.
Be resilient and see challenges as opportunities.
Be self-aware and aware of the impact he/she has on others.
Accept the Statement of Faith, Core Purpose, Core Values and Confidentiality agreement of ODI.
Be willing to comply with the Open Doors policies and follow protocols.
Be willing to cooperate/participate in meetings with other IT counterparts and the South Asia team
Be willing to travel for work-related reasons
Key Competences, Skills and Experiences
Bachelor's degree in Information Technology or Computer Science with more than 5 years of work experience.
Excellent command of English, both oral and written.
Advanced knowledge and experience with maintaining and administering (preferably Sophos) Antiviruses and (preferably the latest Windows) Operating Systems.
Knowledge and experience with maintaining, administering, and securing endpoints.
Knowledge of ITIL framework and service management tools
Knowledge of Agile methodologies is a plus
Knowledge and experience in managing and maintaining cloud environments, preferably Microsoft 365 and Azure, is an advantage.
Knowledge and experience in networking concepts, including LAN, WAN, VPN, and network troubleshooting.
Ability to present ideas and information orally and in writing in a clear and concise manner.
Ability to approach a (complex) problem and unravel it into manageable parts with a view to achieving the best and most appropriate result.
Capacity to think and act from the point of view of the user.
Constant focus on the realization of the agreed goals with a view to maintaining high standards of quality
Knows which approach the most applicable is to solve an incident and develops constantly his/her knowledge and expertise.