The International Committee of the Red Cross (ICRC) is a neutral, impartial and independent humanitarian organization that works to protect and assist people affected by armed conflict and other situations of violence. To find out more about ICRC mission and its activities visit www.icrc.org.
The ICRC ICT division is responsible for designing, implementing and supporting ICT solutions for more than 10'000 of its employees worldwide.
The ICRC is looking for a suitable candidate to fill the following position:
ICT L2 Application Support Specialist (PMS/AMPM)
(location Belgrade)
MAIN TASKS
- Act as the first point of contact for external partners for their requests regarding our delivered applications
- Monitor and ensures full processing of incoming request tickets or declared IT issues by customer focal point via e-mails or through the support website
- Carry out L1/L2 fault diagnosis to identify whether the ticket can be resolved on a first time fix basis
- Escalates unsolved and/or complex cases, functional issues to the team (Functional L2) in Belgrade or technical issues/evolutions to the project and maintenance team (Functional/Technical L3) in Geneva
- Maintains and enriches the Knowledge Database which is available on the support website, to enable problem solving without support activities
- Maintains a relationship with ICT teams (L3 technical support) to follow the evolving ICT architecture
- Resolves technical issues open by the users and answers questions about the deployment process and technical aspects of the application(s)
- Builds the Knowledge Database and contributes to the evolution and the maintenance of the application / tools (reporting recurrent issues to the project and maintenance team)
- Active participation in release and deployment of new features/versions (testing and remote assistance)
- Anticipates, identifies, investigates and documents recurrent data and technical issues
REQUIRED BASE PROFILE
- Technical sciences or Information Systems background
- 2- 3 years’ experience in a relevant field
- Experience with help desk procedures and user support
- Experience with Humanitarian activities an asset
- Experience with Data management
- Experience with support how to deploy an application for external partners
- Very good command of English oral and written, French an asset
- Very good analytical skills, able to work in teams as well as independently
- Experience in using corporate service management tools (Ticketing tool) an asset
- Knowledge of Microsoft ecosystem
- Proven interpersonal skills and able to interfere with and coordinate stakeholders across different teams (internal or external), with or without direct hierarchical relation, for specific support activities
- Well organized, able to work under pressure and manage emergencies
- End-user service oriented, open-minded and adaptable
WHAT WE OFFER
- A work and progressive professional development in an exciting ICT environment using the latest technologies
- An inspiring opportunity to practice your profession in a humanitarian and multicultural organization
- Stimulating benefits package
If you are interested in this position, please send us your CV and a Motivation letter in English.
Only short listed candidates will be contacted.
Deadline for applications is 03.05.2018.