Information, Communication, Technology Officer (ICT Officer) - Damascus/Aleppo

Job Purpose:

The ICT Officer plays a critical role in maintaining and advancing Orange’s digital infrastructure, ensuring that technological system, tools, and platforms function efficiently in support of the organization’s humanitarian mandate. The ICT Officer is responsible for delivering high-quality first- and second-line technical support to staff, guaranteeing the reliability, security, and performance of hardware, software, networks, and communications systems across all Orange offices.

In addition to day-to-day technical support, the IT Officer contributes significantly to Orange’s digital transformation agenda, working closely with relevant departments to support the development and continuous improvement of the Enterprise Resource Planning (ERP) system. By helping to streamline workflows, improve data quality, and enhance system integration, the IT Officer directly strengthens operational efficiency and organizational accountability.

The role also ensures the proper management of IT assets and e-assets, maintaining up-to-date inventories, supervising asset movements, and safeguarding equipment across area offices. By providing technical guidance, implementing IT standards, supporting cybersecurity measures, and proactively identifying technological enhancements, the ICT Officer ensures that staff are equipped with reliable tools and that Orange’s digital environment remains secure, modern, and responsive to organizational needs.

Duties, objectives, and competencies:

1.      Systems and Account Administration:

·        Manage all Orange organizational accounts, including MS Office 365, G-Suite, hosting services, domain management, and meeting platforms (Zoom, Teams, etc.).

·        Create, configure, and maintain user accounts; ensure proper onboarding for new staff (logins, mailbox setup, folders, shared drives, permissions).

·        Configure and administer user emails, distribution lists, and security groups.

·        Diagnose and resolve user account issues such as login failures, profile inconsistencies, and permission-related errors.

·        Ensure timely account deactivation and data archiving for departing staff.

2.      Technical Support and Helpdesk Services:

·        Provide first-line and second-line technical support for staff and beneficiaries through in-person, remote, and phone-based troubleshooting.

·        Respond promptly to IT-related service requests and incidents.

·        Troubleshoot hardware, software, and network issues; escalate unresolved problems when necessary.

·        Verify the proper functionality of hardware (laptops, printers, routers, servers) and software tools used across Orange.

·        Document all support requests, resolutions, and maintenance activities to improve internal knowledge and ensure service continuity.

3.      Hardware, Software, and Network Maintenance:

·        Oversee installation, configuration, and maintenance of computers, peripherals, routers, switches, and related systems.

·        Perform regular system updates, antivirus checks, and patches.

·        Maintain and upgrade local servers, ensure proper backup procedures, and manage server health.

·        Conduct preventive maintenance activities to minimize hardware/software downtime.

·        Test new technologies for potential use in improving organizational productivity and security.

4.      Information Security and Data Protection:

·        Support enforcement of Orange’s information security protocols, including controlled installation of hardware and software.

·        Ensure staff follow safe IT practices; provide awareness sessions on cybersecurity risks, phishing, and safe data handling.

·        Support data backup strategies and ensure compliance with organizational data-protection policies.

5.      Web Development and Digital Tools:

·        Design, develop, update, and maintain Orange’s official website, ensuring it remains functional, secure, user-friendly, and up to date.

·        Coordinate website improvements, content updates, and layout enhancements.

·        Ensure website hosting, domain renewal, and platform stability.

1. ERP System Administration and Digitalization:

·        Act as a focal point for ERP-related processes within the IT function.

·        Administer and monitor the ERP system, troubleshoot system errors, and coordinate repairs or updates.

·        Support relevant departments (Finance, HR, Supply Chain, Program) in effective ERP utilization.

·        Ensure ERP data flows and integrations are functioning as expected.

·        Support user training on ERP modules and contribute to the improvement of digital workflows.

7.      Assets and E-assets Management:

·        Follow all asset management procedures related to IT materials and digital equipment.

·        Maintain up-to-date and accurate records of all IT assets across HQ and field offices.

·        Supervise tagging, tracking, and documentation of IT assets to ensure precise location tracking and audit readiness.

·        Prepare reports on movement, damage, disposal, and status of IT assets and share with the line manager.

·        Ensure that all asset records match procurement documents, delivery notes, and asset cards according to Orange logistics procedures.

·        Maintain secure storage and inventory of IT assets in all offices.

·        Set up and manage asset transfer certificates for assigned/returned equipment, ensuring paper and digital copies are updated daily.

8.      Procurement and Documentation:

·        Act as the IT focal point for electronically signing IT-related logistics documents.

·        Provide technical specifications and support the procurement process for IT equipment and software.

·        Ensure purchased IT equipment meets Orange standards and compatibility requirements before deployment.

Requirements:

·        Education: Bachelor’s degree in information technology, Computer Science, Information Systems, or related field.

·        Experience:

-   2–4 years of experience in IT support, systems administration, or IT roles (INGO experience preferred).

-  Experience providing multi-level technical support in a fast-paced environment.

-   Experience with Microsoft 365, Google Workspace, domain management, and server administration.

·        Technical Expertise:

-   Strong troubleshooting skills (hardware, software, network).

-   Knowledge of ERP systems administration and digital transformation processes.

-   Good understanding of LAN/WAN networks, firewalls, and IT security protocols.

-   Experience managing organizational websites.

-   Familiarity with asset tracking tools and IT inventory systems.

Language: Full professional proficiency in English and Arabic (written and spoken)  

How to Apply:

Interested candidates meeting the above criteria are invited to submit their CV clearly demonstrating relevant experience and motivation for the role.

Please note that this vacancy will close on December 06 2025, and the position may be filled prior to this date depending on urgency and recruitment priorities.