SPINCO Solutions Support Officer

Location: Any MSF office* +/- 3 hours CET*

Contract: Fixed term contract at 100%

Duration: 6 months

Starting date: asap

Deadline to apply : 28.08.2024

Compensation and benefits: MSF practice is to offer the C&B package current in the MSF entity establishing the contract.

*By default, the successful candidate will be offered a contract in the MSF office of their country of residence at the time of application.

I. MSF INTERNATIONAL

Médecins Sans Frontières (MSF) is an international, independent, medical humanitarian organisation that delivers emergency aid to people affected by armed conflict, epidemics, healthcare exclusion and natural disasters. MSF offers assistance to people based only on need and irrespective of race, religion, gender or political affiliation.

MSF International is the legal entity that binds MSF’s 24 sections, 26 associations and 18 branch offices together. Registered in Switzerland, MSF International provides coordination, information and support to the MSF Movement, as well as implements international projects and initiatives as requested.

II. POSITION BACKGROUND

The position contributes to the achievement of the goals and objectives of the SPINCO team. SPINCO is the one source of truth within the MSF organisation for product information, providing the solutions used for product management, quality management of products, and mission product lists. The Solutions Support Officer will ensure that the solutions are available, stable, and supported.

III. PLACE IN THE ORGANISATION

The SPINCO Solutions Support Officer is part of the SPINCO Solutions team of MSF International, the majority of whom are based in Brussels. He/she hierarchically reports to the SPINCO Solutions & Services Coordinator, and works in close collaboration with the System Administrator and the Release and Support Manager on objective specific work. The team is globally dispersed, so most of the work will be conducted asynchronously and online.

IV. OBJECTIVES OF THE POSITION

The purpose of the position of SPINCO Solutions Support Officer is to work in the areas of System Administration and the Service Desk.

Initial objectives include:

• System networks and servers used for SPINCO Solutions are maintained and continuously improved in coordination with the System Administrator
• System Monitoring tools are implemented and used to drive improvement and react to incidents
• Disaster Recovery Plan is developed and maintained
• 1st level user support for service request, incidents, and change requests is provided in a timely and effective manner in coordination with the Release and Support Manager and Service Desk Consultant
• User guides and e-learning material are developed and maintained for target users.

V. MAIN RESPONSIBILITIES

System Administration Support (50%)

• In collaboration with the System Administrator, and reporting to the SPINCO Solutions & Services Coordinator, to guarantee the SLA of SPINCO services according to ITSM requirements
• Monitor the availability of all servers and services (production, staging, training, test…).
• Installation, setup and maintenance of servers according to System Administrator requests
• Technical administration of users account (Developers and other team members).
• Propose and implement plans to continuously improve availability and performance of the servers & services
• Manage redundancy, backups, security, failover, maintenance, patches/upgrades, DRP according to System Administrator requests
• Troubleshoot issues impacting availability and performance
• Create & maintain related documentation and SLA reports
• Services include configuration/maintenance of tools used in the Production environment such as EBX, Proxmox VE, Proxmox BSE, Jenkins, Gitea, Grafana, Matomo (bonus)

SPINCO Help Desk Support (50%)

• In collaboration with the SPINCO Support Team, and reporting to the SPINCO Release & Support Manager, to guarantee the SLAs of SPINCO services according to ITSM requirements
• Respond to, and assist end users
• Acknowledge JIRA tickets submitted to SPINCO support portal
• Resolve service requests, incidents, and change requests in a timely and effective manner
• Identify change requests and problem tickets and review with Release & Support Manager/Business Analysts
• Create and update knowledge base entries
• Update/Migrate e-learning modules
• Propose improvements/problems following agile methodology
• Follow-up with the requestor after the release
• Deliver support material to the end user (e-learning, knowledge base articles,…)

VI. JOB REQUIREMENT

• Degree Information Technology or similar education or equivalent professional experience
• 2 or more years in similar positions
• Level of planning: strategic, priority setting for self
• Capacity for autonomous work
• Fluent in English (both speaking and writing)
• Good knowledge of French, Spanish, and/or Arabic is an asset
• Empathetic and polite communication style
• Familiar with MS Office Suite (Word, Excel, PowerPoint, etc.)
• Cultural/organisational sensitivity
• Problem solving & initiatives taking attitude
• Strong analytical skills and problem solving
• Ability to plan individual work and deliver within deadlines
• Ability to get people on board and drive a team to deliver
• Self-driven & enthusiastic

Specific Requirements:

• Knowledge of the following technologies related to system administration:

1. Infrastructure as a Service (IaaS)
2. Debian Linux
3. PostgreSQL
4. IP Networking
5. Apache HTTP Server
6. Tomcat Java Servlet Container
7. Icinga Monitoring Engine
8. VPN framework (IPSec/Open VPN)

• Familiar with Atlassian tools (JIRA Service Management & Projects, Confluence) or other ticketing systems for user support

Only shortlisted candidates will be contacted.

At MSF, we are committed to an inclusive culture that encourages and supports the diverse voices of our employees. We welcome applications from individuals of all genders, ages, sexual orientations, nationalities, races, religions, beliefs, ability status, and all other diversity characteristics.