Senior IT Engineer- Position

Department: OPERATIONS

Responsible to: HEAD OF FINANCE AND OPERATIONS (MML) INFRASTRUCTURE LEAD (MMI)

Location: TUBMANBURG

Contract length: OPEN

Our vision

That every child receives one daily meal in their place of education and that all those who have more than they need, share with those who lack even the most basic things.

Our mission

To enable people to offer their money, goods, skills, time, or prayer, and through this involvement, provide the most effective help to those suffering the effects of extreme poverty in the world’s poorest communities.

Our values

Confidence in the innate goodness of people – respect the dignity of every human being and family life – good stewardship of resources entrusted to us.

Job purpose

Reporting locally to the Head of Finance and Operations, with a functional reporting line to the UK based IT Infrastructure Lead. You will be part of an international technical team responsible for the provision of IT support and services to Mary’s Meals service users across Liberia.

You will be passionate and committed, proactive and have a continuous improvement mind-set that enables you to identify and deliver positive changes to our processes and systems.

Your role is to ensure that our IT infrastructure continues to provide the services required by the Marys Meals Liberia team, reflecting best practice within the industry, and to participate in the design and delivery of process and technical improvements. This encompasses daily administration, maintenance & monitoring of the IT infrastructure estate and systems, supporting the testing and commissioning of new systems/services and the delivery of IT infrastructure projects.

As a senior engineer within the international team you will hold lead responsibility for the development, operation and optimisation of nominated services locally and will play an important role in managing local suppliers and mentoring future junior IT support staff or apprentices.

This is a hands-on technical operations role, which will require you to work closely both with internal stakeholders and 3rd party suppliers. You will be a key part of the IT team, using your infrastructure knowledge and support skills to contribute significantly to the efficient and effective operation of the IT service at Mary’s Meals Liberia.

Job description: Senior IT Support Engineer 2

Key activities

INFRASTRUCTURE MANAGEMENT

• Plan, schedule and implement Mary’s Meals Liberia (MML) user device builds, new infrastructure deployments and upgrades using standard processes.
• Monitor, maintain and optimize the local IT infrastructure estate (including network, print, PC and mobile devices) to ensure it meets the availability, performance, compliance and security requirements agreed with Mary’s Meals International Organisation.
• Undertake daily checks on local infrastructure and respond to system alerts taking corrective action where possible to prevent alerts becoming critical.
• Investigate and resolve operational incidents of varying complexity in local infrastructure and links into public cloud and hosting environments.
• Troubleshoot issues in a methodical manner, recording details of investigative work and remedial actions taken in the Mary’s Meals Service Management logs.
• Using PowerShell or other suitable languages, author and maintain scripts to automate repetitive tasks and eliminate manual work.
• Ensure Windows patching, Anti-virus and backups are up to date, responding to and remediating any client malware alerts across the country offices
• Make recommendations on local hardware and software purchases ensuring these align with any Mary’s Meals International strategic sourcing initiatives; obtain required quotes and support procurement following set procedures
• Administer the IT Asset Management register, ensuring that all MML assets are recorded and updated when required
• Draft, review, and peer approve technical changes to MML products and infrastructure, validating work is appropriate and ensuring risk is considered and mitigated
• Investigate, progress and resolve Major Incidents should they occur with any MML IT Service, providing regular updates internally throughout.
• Conduct regular audits of user access, authorisations, and software license usage across the MML IT estate.
• Proactively assess the performance and continued utility of MML IT tools and services, making recommendations for improvement as required.
• Monitor and manage capacity for MML IT services.

Job description: Senior IT Support Engineer 3

CUSTOMER SUPPORT

• Take ownership of and provide regular updates on all support tickets assigned (incident, request, change, problem), planning own time effectively to deliver what is required within agreed timescales (OLAs) and following service management processes
• Manage user account and access change requests for Office365 services and other applications, coordinating with Mary’s Meals International IT as required.

STRATEGY, PLANNING & PROCESS

• Act as lead for agreed infrastructure product lines, owning the delivery roadmaps for that product and managing associated service improvement activities
• Work with Head of Infrastructure / Principal Engineer to identify and roadmap the elimination of technical debt in MML IT infrastructure, with particular emphasis on products where acting as lead
• Plan, monitor and progress technical projects to implement MML IT infrastructure and process improvements and contribute to Mary’s Meals International strategic projects .
• To keep up to date with advances in technology relevant to MML and make recommendations for any changes to MML IT infrastructure and processes.
• Lead on the development of planned maintenance activities and infrastructure / process improvement projects for MML IT, developing plans and completing tasks within agreed time and to required quality standards
• Develop, manage and maintain documentation sets covering IT Standard Operating Procedures and Processes

TEAMWORK & DEVELOPMENT

• Provide consultancy/advice to other teams as needed.
• Communicate effectively with other IT colleagues, partners and suppliers, escalating issues appropriately.
• Develop training materials that can be delivered to users, and help resource the work of IT champions across teams
• Take responsibility for own professional development undertaking relevant training as agreed with line manager.
• Fulfil local service desk function and occasional out of hours scheduled work.
• The role will require regular support visits to MML field offices and may require participation in on-call support.

Job description: Senior IT Support Engineer 4

Other

Key relationships Reports to: Head of Finance and

Operations in Liberia

MMI Infrastructure

Lead (Functional)

Internal relationships:

Finance Team

Logistics

Program Managers

MMI IT Team

Direct reports:

Trainee IT Support

Engineer (1 year

apprenticeships)

External relationships: Hardware & Software Vendors

Job description: Senior IT Support Engineer 5

Job description: Senior IT Support Engineer 6

Mary’s Meals International competencies

All Mary’s Meals International employees approach their role in line with the 7S competency model.

Job description: Senior IT Support Engineer 7

How to apply for this role

To apply, please send your CV (maximum 3 pages) with details of three professional references (emails and cell numbers), a cover letter explaining why you are interested in the role and a valid up-to-date Police Clearance of good conduct (Liberian nationals) to Jobs.Liberia@marysmeals.org

Closing date: March 3rd, 2022, at 5pm. Only shortlisted candidates will be communicated to for interview.

Your covering letter should make a compelling case for why you feel motivated to work for Mary’s Meals Liberia in this role, as well as giving a concise overview of your most relevant skills and experience and should fill no more than two pages of A4.

While Mary’s Meals Liberia will endeavour to contact all candidates within a reasonable time, this may not always be possible due to limited resources. Therefore, if you have not heard from us within two weeks of the closing date, you can assume that your application has, on this occasion, been unsuccessful. Mary’s Meals Liberia is an equal opportunities employer.

All applicants will be judged strictly on the basis of merit.

Please note: A second interview stage may be required.

Mary’s Meals is a child friendly organisation committed to the protection of children.

Mary’s Meals is an equal opportunities employer, all who meet the criteria are encouraged to apply.

Job description: Senior IT Support Engineer 8