ICT Officer

Countries: Côte d'Ivoire, Ghana Organization: Fairtrade Africa Closing date: 25 Oct 2026 DUTIES & RESPONSIBILITIES Service Desk and User Support • Provide first- and second-line support by telephone, service desk, remote-support tools and desk-side assistance across regional offices and remote locations. • Log, categorize, prioritize, diagnose, resolve and document incidents and service requests; escalate high-impact or unresolved issues appropriately. • Provide discreet, responsive support to Executive Management and communicate technical solutions clearly to non-technical users. • Create and maintain support documentation, knowledge articles, user guides and troubleshooting records. Microsoft 365, Identity and Endpoints • Support Microsoft Teams, Exchange Online/Outlook, SharePoint Online, OneDrive and Microsoft 365 Apps. • Perform delegated Microsoft Entra ID and Active Directory administration, including account, password, group and access support under approved procedures. • Support device enrolment, configuration, compliance and application deployment through Microsoft Intune or the approved endpoint-management platform. • Build, deploy, maintain and securely retire Windows 11 computers, mobile devices and other approved endpoints; coordinate warranty and repair cases. • Ensure operating systems, applications, endpoint protection and encryption remain current and compliant. Server, Linux and Infrastructure Support • Provide delegated operational support for Windows Server 2019/2022, including routine health checks, patching, monitoring, backups, and file and print services. • Support Ubuntu and Debian Linux servers through package updates, service checks, log review, storage monitoring, user access and documented troubleshooting. • Assist with virtual infrastructure, storage and backup platforms within assigned access and approved procedures. • Provide smart-hands support for regional server rooms, network equipment, rack-and-stack work, cabling, power checks and vendor-assisted maintenance. Networks, FortiGate and Security • Support LAN, WAN, Wi-Fi, internet, DNS, DHCP and VPN services and coordinate escalation to service providers. • Provide delegated operational support for FortiGate firewalls and Fortinet services, including monitoring, VPN support, configuration-backup checks and change preparation. Production changes must follow approval and change control procedures. • Triage suspected phishing, malware, account compromise, data loss and other security events, preserve evidence and escalate through the incident-response process. • Support vulnerability remediation, patch compliance, access reviews, backup verification, restore tests and disaster-recovery exercises. • Deliver practical cyber-awareness and safe-computing guidance to staff. Assets, Vendors Management and Reporting • Maintain accurate ICT assets, warranty, assignment, location and lifecycle records across regional offices. • Coordinate vendors, internet service providers and repair centers, track service levels and communicate service status. • Assist with technical specifications, quotations, procurement planning, delivery checks and service acceptance. • Prepare service reports covering incidents, recurring problems, patch and compliance status, asset exceptions, risks and improvement actions. SKILLS & EXPERIENCE REQUIRED Qualifications • Bachelor’s degree in information technology, Computer Science, Information Systems or a related discipline, or an equivalent combination of relevant education and experience. • At least 3 to 4 years of progressively responsible ICT support or systems-support experience, preferably in a multi-site or distributed organization. • Hands-on experience with Microsoft 365, Windows 11, Microsoft Entra ID, Active Directory, Outlook, Teams, SharePoint and OneDrive. • Practical experience supporting Windows Server 2019/2022 and Linux systems, particularly Ubuntu and Debian. • Experience supporting FortiGate firewalls, remote-access or site-to-site VPNs, LAN/WAN, Wi-Fi and internet connectivity. • Experience with endpoint management, patching, antivirus/EDR, device encryption, mobile-device support and IT service-management tools. • Understanding of backup, restore, monitoring, virtualization, UPS/power protection and server-room operations. • Experience supporting users across countries, cultures, time zones and variable connectivity conditions is strongly desirable. Preferred Professional Certifications • Current Microsoft 365, Azure/Entra/Intune, Windows client or Windows Server certification or demonstrated training. • ITIL 4 Foundation or equivalent service-management training. • Cisco CCNA, CompTIA Network+/Security+, a current Fortinet certification, or equivalent networking/security training. • Linux administration certification or demonstrable equivalent practical capability. Skills and Competencies • Strong diagnostic, analytical and root-cause investigation skills. • Excellent spoken and written communication, customer service and user-training skills. • Ability to prioritise competing incidents, meet service targets and remain effective during outages or security events. • High integrity, discretion and respect for confidentiality, privacy and privileged access. • Accurate documentation and attention to detail in tickets, configurations, inventories and reports. • Ability to work independently in a regional office and collaboratively with a geographically distributed ICT team. • Vendor-management, planning, escalation and follow-through skills. • Willingness to travel regionally and provide occasional out-of-hours support when required. How to apply An application form (CVs will not be accepted) can be found on the jobs and volunteering page of our website: https://www.fairtrade.net/africa-en/about/opportunities.html