Catholic Relief Services (CRS) is an International non-governmental organization supporting relief and development work in over 99 countries around the world. CRS programs assist person on the basis of need, regardless of creed, ethnicity or nationality works through local church and non-church partners to implement its programs, therefore, strengthening and building the capacity of these partner organizations is fundamental to programs in every country in which CRS operates. CRS re-established presence in Nigeria m 2000 and currently focuses on agriculture, HIV and health extractives and governance, and peace building programming.
Responsibilities
Regional Technical Leadership and Escalation Support
- Serve as a subject matter expert and lead escalation point for unresolved Tier I and Tier II tickets.
- Provide expert-level diagnostics and troubleshooting across diverse hardware, software, and infrastructure issues.
- Assist ICT leadership in coordination with GKIM and enterprise platform teams on Tier III escalations.
Oversight and Coordination of Regional ICT Support Activities
- Serve as a resource for standardizing practices, ticket triage methods, and support quality across countries.
- Support documentation of best practices and facilitate team knowledge sharing.
ICT Environment Management and Optimization
- Support advanced configuration of cloud-based environments across supported countries.
- Assist in testing and rolling out regional system upgrades and security protocols.
- Provide recommendations to the ICT leadership for infrastructure improvements.
Peer Mentorship and Onboarding Support
- Mentor junior Technicians through coaching, documentation reviews, and skill-building opportunities. Assist with onboarding and orientation for new ICT junior staff.
- Assist in identifying the training needs of regional/country program staff, and work with ICT leadership to facilitate the planning and implementation of these trainings.
Documentation, Reporting, and Compliance
- Assist with the development of regional technical guides, FAQ documents, and system checklists.
- Compile monthly technical trend analysis and service improvement recommendations.
- Ensure full compliance with CRS information security policies and data protection standards.
Knowledge, Skills and Abilities
- Strong leadership and mentoring abilities within technical teams.
- High-level troubleshooting and analytical skills across platforms.
- Excellent communication and collaboration skills.
- Comfortable managing multiple priorities with autonomy.
- Proficient knowledge of Microsoft Intune Suite, including device enrollment, policy configuration, Endpoint Security management, and reporting.
- Strong troubleshooting skills for managing and supporting Windows, macOS, iOS, and Android operating systems independently.
- Solid understanding of Microsoft 365 administration, SharePoint, Teams, and Azure.
- Good understanding of endpoint security best practices, including proactively identifying and remediating vulnerabilities, managing encryption policies, and overseeing secure device disposal processes.
- Ability to interpret and proactively act on monitoring and diagnostic data to enhance device performance, resolve issues quickly, and improve end-user experience.
- Strong documentation skills, creating comprehensive knowledge articles, process guides, and maintaining accurate and easily accessible technical documentation.
- Excellent communication skills, capable of effectively collaborating across technical and non-technical teams, clearly explaining technical concepts.
- Ability to independently manage escalations and effectively coordinate with resources when required.
- Working knowledge of ITIL best practices, actively participating in service management processes, continuous improvement initiatives, and cross-functional projects.
Required Languages: Fluency in English is required
Travel: Must be willing and able to travel up to 10%.
Supervisory Responsibilities: None
Qualifications
- Bachelor's degree in computer science, Information Systems, or related field required.
- Minimum 5 years of progressive ICT support experience, including multi-country or regional contexts.
- Advanced certifications such as CompTIA Network+/Security+, Microsoft 365 Certified: Modern Desktop Administrator, or ITIL Intermediate level preferred.
- Proven experience in mentoring ICT teams and handling escalations.
- Experience with ticketing systems (e.g., ServiceNow), endpoint management, and cloud platforms (Microsoft 365).
Method of Application
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