Support staff for SPINCO solutions | ReliefWeb

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

Contract: Fixed-term employment contract at 100%

Duration: 6 months

Start date: as soon as possible

Application deadline: 28.08.2024

Remuneration and benefits: MSF typically offers the current C&B package of the MSF office that concludes the contract.

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

I. Doctors Without Borders International

Doctors Without Borders (MSF) is an international, independent medical aid organization that provides emergency assistance to people affected by armed conflict, epidemics, medical exclusion and natural disasters. MSF provides assistance only when needed and regardless of race, religion, gender or political affiliation.

MSF International is the legal entity that brings together MSF’s 24 sections, 26 associations and 18 branches. MSF International is registered in Switzerland and provides coordination, information and support to the MSF movement. It also carries out international projects and initiatives upon request.

II. POSITION BACKGROUND

The position contributes to the achievement of the goals and objectives of the SPINCO team. SPINCO is the single trusted source of product information within the MSF organization and provides the solutions for product management, product quality management and mission product lists. The Solutions Support Officer ensures that the solutions are available, stable and supported.

III. PLACE IN THE ORGANISATION

The SPINCO Solutions Support Officer is part of MSF International’s SPINCO Solutions team, most of whose members are based in Brussels. He/she reports hierarchically to the SPINCO Solutions & Services Coordinator and works closely with the System Administrator and the Release and Support Manager on goal-specific tasks. The team is distributed worldwide, so most of the work is done asynchronously and online.

IV. OBJECTIVES OF THE POSITION

The position of Support Officer at SPINCO Solutions includes work in the areas of system administration and service desk.

The first goals include:

• The 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 improvements and respond to incidents
• A disaster recovery plan is developed and maintained
• 1st level user support for service requests, incidents and change requests is provided in a timely and effective manner in coordination with the Release and Support Manager and the Service Desk Consultant.
• User manuals and e-learning materials are developed and maintained for the target group.

V. MAIN TASKS

System administration support (50%)

• In collaboration with the System Administrator and reporting to the SPINCO Solutions & Services Coordinator to ensure the SLA of SPINCO services in accordance with ITSM requirements
• Monitor the availability of all servers and services (production, staging, training, test…).
• Installation, setup and maintenance of servers according to the requirements of the system administrator
• Technical management of user accounts (developers and other team members).
• Proposing and implementing plans to continuously improve the availability and performance of servers and services
• Manage redundancy, backups, security, failover, maintenance, patches/upgrades, DRP as per system administrator requirements
• Resolve issues affecting availability and performance
• Create and manage 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 helpdesk support (50%)

• Working with the SPINCO support team and reporting to the SPINCO Release & Support Manager to ensure SPINCO services SLAs in accordance with ITSM requirements
• Respond to and support end users
• Confirm JIRA tickets submitted to the SPINCO support portal
• Resolve service requests, incidents and change requests promptly and effectively
• Identify change requests and problem tickets and review them with the Release and Support Manager/Business Analyst.
• Creating and updating knowledge base entries
• Update/migrate e-learning modules
• Suggest improvements/problems according to the agile methodology
• Follow up with the requester after release
• Provide end user support materials (e-learning, knowledge base articles, etc.)

VI. JOB REQUIREMENTS

• Degree in information technology or comparable training or equivalent professional experience
• 2 or more years in similar positions
• Planning level: strategic, setting priorities for yourself
• Ability to work independently
• Fluent English skills (both oral and written)
• Good knowledge of French, Spanish and/or Arabic is an advantage
• Empathetic and polite communication style
• Familiar with MS Office Suite (Word, Excel, PowerPoint, etc.)
• Cultural/organizational sensitivity
• Problem solving and initiatives to take a stand
• Strong analytical skills and problem-solving skills
• Ability to plan individual work and deliver it on time
• Ability to bring people on board and motivate a team to perform
• Self-motivated and enthusiastic

Specific requirements:

• Knowledge of the following technologies related to system administration:

1. Infrastructure as a Service (IaaS)
2. Linux
3. PostgreSQL
4. IP network
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 ticket systems for user support

Only shortlisted candidates will be contacted.

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