Department: OPERATIONS
Responsible to: HEAD OF FINANCE AND OPERATIONS (MML)
INFRASTRUCTURE LEAD (MMI)
Location: TUBMANBURG
Contract length: 12 MONTHS
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 and 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.

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 4

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 5

Technical Qualifications, skills and experience Essential Desirable
Deploying and managing Windows 10 and mobile devices in an enterprise environment ✓
Administering users accounts and applications on the Office 365 platform ✓
Detailed knowledge of Windows server technologies (Active Directory, Group Policy, DNS, File & Print, Exchange, SharePoint, SQL)
✓
Networking principles (LAN/WAN, TCP/IP routing, firewalls, switches, load balancers, VPN) ✓
Scripting for administration and automation (e.g. Powershell / Azure API, Jenkins). ✓ Knowledge of log management and monitoring tools ✓ Advanced knowledge of enterprise antivirus and backup software. ✓
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

External relationships: Hardware & Software Vendors
Direct reports: Trainee IT Support Engineer (1 year apprenticeships)

Job description: Senior IT Support Engineer 6
ITIL Foundation Certified with experience of IT Service Management Systems ✓
Strong Mobile Device Management and Mobile Application Management experience (Intune/SCCM, device policies, deployment profiles, hardening)
✓
Good support and troubleshooting for Azure AD integrated Software-as-a-Service (SaaS) webapps ✓
The ability to aggregate, correlate, and report on logs and metrics, use them for performance tuning and troubleshooting, and to help automate actions based on events or thresholds
✓
Experience with designing, configuring, managing and troubleshooting infrastructure solutions on Azure or other public cloud infrastructure is highly desirable (compute, storage, database, network, SIEM, migrations, etc)
✓
Demonstrates practical knowledge in the above infrastructure technologies with 2-5+ years industry experience ✓
Will hold, or be working towards, a relevant intermediate engineer accreditation (e.g. Microsoft MCSA / CompTIA Network+, Security+ / Cisco CCNA certified professional)
✓

General skills and experience Essential Desirable
Strong verbal and written communication ✓
Broad experience from working in an enterprise organisation and cloud environments. ✓ Experienced contributor in a team of highly technical engineers. ✓
Detailed experience managing technical projects, including resource management and reporting ✓ Adept at problem solving with an eye for detail. ✓
Solid experience of working in an ITIL environment evidenced by strong appreciation for Change and Incident management processes.
✓
Excellent customer/stakeholder handling skills. ✓
A strong ability and desire to collaborate with peers and to constructively resolve differing points of view. ✓