الوصف الوظيفي

Plan International is an independent child rights and humanitarian organisation committed to children living a life free of poverty, violence and injustice. Plan actively unite children, communities and other people who share our mission to make positive lasting changes in children’s and young people’s lives. Plan support children to gain the skills, knowledge and confidence they need to claim their rights to a fulfilling life, today and in the future. Plan place a specific focus on girls and women, who are most often left behind. Plan have been building powerful partnerships for children for more than 80 years and are now active in more than 70 countries. Plan International Jordan is established in 2016 and has programmes in governorates in the centre, north and south regions as well as host communities and Azraq camp.

Role PURPOSE

The ICT Officer reports to the Head of Operations and Finance and is responsible for providing IT support to staff, and for maintaining the IT infrastructure of the office according to Plan's policies and procedures. The role supports the management of IT assets, networks, devices and servers, and implements ICT standards, security and policies within Plan Jordan.

Dimensions of the Role

The ICT Officer will be responsible for supporting and following on Operational ICT policies, goals, objectives and guidelines and for the ICT planning and implementation. Specifically, s/he will support the Head of Operations and Finance in leading an effective administration, procurement of IT assets , services and ICT Road Map and plans, supervise and/or implement the necessary administration, procurement & logistics processes to ensure the purchase and delivery of ICT supplies and capital equipment in line with the approved response budget.

The role encompasses a broad range of responsibilities, including the effective management and tracking of IT assets, maintenance of ICT infrastructure, and provision of timely technical support to staff to ensure smooth and efficient operations.

Accountabilities

ICT Duties:

1\. ICT Infrastructure and Systems Administration

Administer, maintain, and support PIJO's ICT infrastructure, including servers, networks, storage systems, hardware, software, and related technology resources, ensuring reliable and efficient operations.
Install, configure, maintain, and troubleshoot Windows Server environments, including Active Directory (AD), DNS, DHCP, Group Policy (GPO), file services, print services, and user profiles.
Manage and maintain virtualized server environments using Microsoft Hyper-V, including virtual machines, resource allocation, and system availability.
Administer and maintain network infrastructure, including LAN, WAN, wireless networks, switches, access points, routers, and network connectivity.
Configure, manage, and monitor network security appliances, including Cisco Meraki MX Firewall, security policies, traffic filtering, intrusion detection and prevention, and network access controls.
Manage and troubleshoot VPN connectivity and remote access services, ensuring secure access to organizational resources in accordance with approved security policies.
Monitor internet connectivity, network performance, bandwidth utilization, and ISP services, coordinating with telecommunications providers to resolve service interruptions.
Administer and monitor wireless network infrastructure, including access point configuration, connectivity, coverage, and performance.
Maintain and support CCTV systems, including cameras, recording devices, monitoring systems, and associated network connectivity.
Monitor the performance, availability, and capacity of ICT infrastructure and recommend corrective or preventive actions to minimize service disruptions.
Maintain and support ICT infrastructure across all Plan International Jordan locations, including field offices and camps, ensuring reliable network connectivity, system availability, and technical support.
Conduct ICT infrastructure assessments for new offices, premises, and field locations, identifying connectivity, hardware, network, security, and system integration requirements to ensure operational readiness before staff deployment.

2\. Helpdesk and End-User Technical Support

Manage and maintain an effective ICT helpdesk support process, ensuring that user requests, incidents, and technical issues are properly recorded, monitored, prioritized, and resolved.
Provide first- and second-line technical support to employees and beneficiaries, where applicable, through onsite, remote, telephone, and other approved support channels.
Install, configure, maintain, upgrade, and troubleshoot desktops, laptops, printers, scanners, mobile devices, and other ICT equipment.
Diagnose and resolve hardware, software, operating system, network connectivity, email, login, user profile, and access permission issues.
Provide support for Microsoft Windows operating systems, Microsoft Office applications, email clients, and other organizational software.
Perform software installations, system configurations, hardware upgrades, operating system updates, and troubleshooting in accordance with organizational ICT standards.
Coordinate laptop and equipment preparation, configuration, allocation, and delivery for new employees.
Provide technical guidance and awareness sessions to employees on ICT systems, applications, cybersecurity, and appropriate technology usage.
Maintain records of ICT incidents, support requests, troubleshooting activities, and recurring technical issues to identify improvement opportunities.

3.Cybersecurity, Backup and Business Continuity

Implement and monitor ICT security measures, including firewalls, VPNs, endpoint protection, access controls, MFA, and security updates.
Administer backup, storage, and recovery solutions, ensuring data integrity, availability, and business continuity.
Monitor security alerts, vulnerabilities, and backup logs, and coordinate incident response and corrective actions.
Support phishing awareness campaigns, security testing, and employee cybersecurity awareness initiatives.
Document security incidents, vulnerabilities, corrective actions, and mitigation measures.
Coordinate with regional and global ICT security teams to address security incidents, implement security requirements, and ensure compliance with organizational standards.
Maintain backup schedules, recovery procedures, and disaster recovery documentation.

4.Microsoft 365, Cloud Services and Document Management

Administer Microsoft 365 services, including Exchange Online, Outlook, Teams, SharePoint Online, OneDrive, and related cloud applications.
Manage user accounts, licenses, shared mailboxes, distribution groups, security groups, permissions, and email services.
Administer SharePoint sites, document libraries, access permissions, and departmental file structures.
Support digital document archiving, file migration, and SharePoint–OneDrive integration to improve document accessibility and promote paperless workflows.
Manage and support Google Workspace, organizational domains, DNS records, hosting, and related digital platforms.
Provide technical guidance and user support on Microsoft 365 applications, cloud services, and collaboration tools.

5\. ICT Projects, Digital Transformation and Strategic Planning

Contribute to the development and implementation of annual ICT work plans, technology roadmaps, and initiatives aligned with organizational objectives and operational requirements.
Plan and support ICT infrastructure upgrades, system migrations, technology deployments, and digital transformation projects.
Coordinate the implementation, testing, and verification of new systems, Microsoft 365 services, data migrations, and other approved technology solutions while minimizing operational disruptions.
Identify opportunities to improve ICT services, automate manual processes, enhance cybersecurity, and increase operational efficiency through appropriate digital solutions.
Evaluate and test new technologies, applications, and equipment to ensure compatibility, security, and suitability before implementation.
Provide technical advice and recommendations to management on ICT infrastructure, technology investments, system improvements, and operational risks.
Coordinate with internal departments, regional and global ICT teams, and external service providers to ensure the successful implementation of ICT projects.
Prepare periodic ICT reports covering infrastructure performance, service delivery, security, asset management, ongoing projects, and technology requirements.
Provide technical training, guidance, and knowledge-sharing sessions to employees and ensure proper handover of ICT projects, systems, documentation, and ongoing activities

6\. ICT Procurement, Vendor Management and Documentation

Provide technical input into ICT procurement processes, including preparing technical specifications, evaluating technical proposals, and recommending suitable hardware, software, and services.
Coordinate with procurement and finance departments, vendors, suppliers, internet service providers, and maintenance companies to ensure the effective delivery and maintenance of ICT services and equipment.
Follow up on service requests, warranties, software licenses, subscriptions, maintenance agreements, and service contracts.
Verify the delivery, installation, configuration, and acceptance of ICT equipment and services against approved technical specifications.
Maintain and regularly update ICT documentation, including network diagrams, server configurations, system inventories, asset records, user access records, and infrastructure documentation.
Develop and maintain Standard Operating Procedures (SOPs) covering user onboarding and offboarding, account management, equipment allocation, software installation, backups, recovery, and incident reporting.
Maintain secure records of system configurations, administrative access information, security procedures, and technical changes to support operational continuity and knowledge transfer.
Serve as the local ICT focal point for technical coordination with regional and global ICT teams and external service providers.

Other Duties (IT related)

Act as a focal point for Electronic signatures
Follow all asset management procedures effectively at Plan’s offices for IT items.
Responsible for Asset database (developing database and entry of data);
Manage a consistent record of the Office's IT asset to ensure accuracy in the current location of all asset with the support of the asset’s custodian.
responsible for certificates of completion of the receipt of assets and that all assets described in a classified card according to the procedures in Plan’s policies and asset assigning cards.
Coordinate with the Admin and Logistics Officer for the annual physical asset inventory, ensuring IT asset records reconcile with physical counts and discrepancies are documented and resolved.

Other Duties

Any other tasks requested by the line manager.

Child protection, gender equality and inclusion

Ensures that Plan International’s global policies for Safeguarding Children, Young People and Programmes Participants and Gender Equality and Inclusion are fully embedded in accordance with the principles and requirements of the policy including relevant Implementation Standards and Guidelines as applicable to their area of responsibility. This includes, but is not limited to, ensuring staff and associates are aware of and understand their responsibilities under these policies and Plan

Key relationships

Internal: Head of Operations and Finance (line manager). All departments within Plan Jordan.

External: Local Partner, Plan International GH, Plan International’s IT Vendors

Technical expertise, skills and knowledge

Qualifications and Job Skills

Bachelor's degree in Information Technology, Computer Science, Computer Engineering, Information Systems, or a related field.
2–5 years of relevant experience in ICT operations, IT infrastructure, systems administration, and technical support.
Good knowledge of Microsoft 365, Google Workspace, Windows Server, Active Directory, Group Policy (GPO), DNS, and DHCP.
Practical experience in computer hardware, software, network administration (LAN/WAN), switches, wireless networks, firewalls, VPNs, and cybersecurity.
Knowledge of CCTV systems, IP cameras, video surveillance, and electronic access control systems (door access systems).
Experience in implementing, configuring, troubleshooting, and maintaining ICT systems, servers, and business applications, including SAP.
Knowledge of data backup, recovery, storage management, ICT asset management, and user access administration.
Basic knowledge of website administration, WordPress, HTML, CSS.
Good analytical, problem-solving, communication, negotiation, and teamwork skills.
Good command of written and spoken English and Arabic.
Strong organizational skills, attention to detail, and ability to prioritize multiple tasks in a dynamic work environment.
Ability to work independently, take initiative, learn new technologies, and undertake additional responsibilities as required.

Plan International’s Values in Practice

We are open and accountable

Promotes a culture of openness and transparency, including with sponsors and donors.
Holds self and others accountable to achieve the highest standards of integrity.
Consistent and fair in the treatment of people.
Open about mistakes and keen to learn from them.
Accountable for ensuring we are a safe organisation for all children, girls & young people

We strive for lasting impact

Articulates a clear purpose for staff and sets high expectations.
Creates a climate of continuous improvement, open to challenge and new ideas.
Focuses resources to drive change and maximise long-term impact, responsive to changed priorities or crises.
Evidence-based and evaluates effectiveness.

We work well together

Seeks constructive outcomes, listens to others, willing to compromise when appropriate.
Builds constructive relationships across Plan International to support our shared goals.
Develops trusting and ‘win-win’ relationships with funders, partners and communities.
Engages and works well with others outside the organization to build a better world for girls and all children.

We are inclusive and empowering

We empower our staff to give their best and develop their potential
We respect all people, appreciate differences and challenge equality in our programs and our workplace
We support children, girls and young people to increase their confidence and to change their own lives.

Physical Environment

Typical office environment

Level of contact with children

Low contact: No contact or very low frequency of interaction

ROLE PROFILE

Type of Role: Fixed-Term

Contract Duration: 6 months fixed term contract, renewable subject to the availability of funds and satisfactory performance.

Reports to: Head of Operations and Finance

Location: Amman, Jordan

Grade: Level 13

Female candidates are highly encouraged to apply. Plan International operates an equal opportunities policy and actively encourages diversity, welcoming applications from all areas of the international community.

Early application is encouraged as we will review applications throughout the advertising period and reserve the right to close the advert early.

Please note that only applications and CVs written in English will be accepted.

A range of pre-employment checks will be undertaken in conformity with Plan International's Child Safeguarding Policy.