Role Overview
This position is responsible for overseeing the full lifecycle of IT incidents, with a focus on swift resolution and sustained service availability. As a Level 2 support engineer, you will act as a central point for technical escalation, incident coordination, and user support across global operations.
Key Responsibilities
- Lead the identification, triage, and resolution of high-priority incidents, ensuring service-level agreements are consistently met.
- Coordinate response efforts across infrastructure, application, and security teams, including external vendors, to minimize system downtime.
- Deliver timely and accurate incident updates to stakeholders, tailored to technical and non-technical audiences.
- Collaborate with Problem Management to investigate root causes and implement preventive measures to reduce recurring issues.
- Refine incident response procedures, escalation paths, and operational playbooks to strengthen resilience.
- Provide advanced technical support for end-user challenges involving hardware, software, network access, and remote connectivity.
- Manage user identities and access rights through Active Directory, Microsoft 365, and identity platforms, including provisioning and deprovisioning.
- Deploy, configure, and troubleshoot business applications and devices in line with security and compliance policies.
- Perform routine security tasks such as password resets, permission reviews, and group policy adjustments.
- Escalate complex endpoint and mobile device management tasks to Level 3 specialists, ensuring proper handling of OS imaging, patching, and asset tracking via Intune or MDM tools.
- Support field IT staff by sharing best practices and improving adherence to global support standards.
- Develop and maintain technical documentation, knowledge bases, and runbooks to improve resolution efficiency.
- Review incident and support metrics to identify trends, improve service delivery, and report on performance indicators.
- Assist in implementing monitoring and alerting tools to enable proactive incident detection.
Qualifications
Applicants must hold a Bachelor’s or Master’s degree in Computer Science, Engineering, or a related discipline. ITIL Foundation certification is required. Fluency in both English and French—spoken and written—is essential. You should have hands-on experience with Windows operating systems, Microsoft 365 services (including Exchange, Teams, and SharePoint), Active Directory, and endpoint management tools such as Intune or SCCM.
Proficiency in troubleshooting network connectivity (VPN, LAN/WAN), remote desktop solutions, and basic automation using PowerShell is expected. Strong communication skills are critical, particularly the ability to convey technical details clearly to leadership and non-technical stakeholders. A customer-focused mindset and analytical approach are necessary to balance urgency with operational impact.
Preferred Experience
Candidates with exposure to advanced IT service management practices—including Problem and Change Management—are preferred. Experience interpreting business system requirements and operational workflows is an asset.
Technical Environment
The role operates within a global IT infrastructure using Windows OS, Microsoft 365, Active Directory, Intune, SCCM, VPN, LAN/WAN networks, Remote Desktop, PowerShell, MDM solutions, and identity management platforms.
Work Context
This position is available to candidates located in countries where the organization is legally registered. Remote collaboration across time zones is a regular part of the role. All applications must be submitted in English.
Organizational Values
The organization is driven by a commitment to improve the lives of children in vulnerable communities. Its mission is inspired by Christian principles, though it welcomes individuals of all backgrounds. With a presence in nearly 100 countries, the team emphasizes inclusive collaboration, poverty reduction, and ethical service delivery.
