Technology Support Agent (Iraq)

Technology Support Agent (Iraq)

The Organization

Preemptive Love is a global community of peacemakers working to end war and stop the spread of violence. We do this by living and working in polarizing conflict zones, providing emergency relief to families persecuted by terrorism and violence, jobs for displaced families and community building.

About the Team

The Technology Team is a group of driven and passionate individuals who utilize their technology expertise and experience to solve our most difficult problems and make it easier for our entire organization to fulfill their mission of peacemaking.  Technology touches every aspect of our work and our mission is to understand our partners needs, design and discover the best technology solutions, build the solutions efficiently with quality, and ensure those solutions are highly available.

Technology Support Specialist

Hours: Full Time (Iraq Hours)

Location: Iraq (Ideally based in Sulaymaniyah, Duhok, Mosul, or Erbil)

Reports to: The Technology Support Agent will report to the Technology Program Manager

About the Role

Overview

The Technology Support Agent will work as part of the Technology Team and the Technology Support Specialist, but will also work closely with the Global People and Talent Team to ensure that each employee has proper access and training for all accounts and licenses that the company and/or each individual need (ie; Google, Salesforce, Box, etc). The Technology Support Agent will also help ensure that all account payments and subscriptions are maintained, and will provide support for employees who need technical assistance and training.  In addition, the Technology Support Agent will be responsible for basic office IT support, hardware acquisition and tracking, including incident tracking and case management.

Responsibilities and Duties

• Manage user ID creation and management for company systems (G Suite, Slack, Box, etc)
• Train new employees on how to use company systems and provide ongoing technical support for all staff
• Manage software licenses, tracking, and purchasing
• Procurement of office / individual hardware (computers, laptops, monitors, mice, phones, networking equipment, etc.)
• Tracking and maintaining of company owned assets
• Provide basic IT office support
• Incident tracking and resolution
• Implementation of Security Policies, Procedures, and Security Training

Specifications/Qualifications/Experience

The Technology Support Agent should have excellent customer service and technical training skills, the ability to act fast and pivot between multiple tasks, and be able to maintain confidentiality when dealing with sensitive issues around budgeting and company expenses.

• Must be customer service oriented and believe in teamwork, collaboration, adaptability and initiative.
• Bachelor’s degree preferred (or equivalent experience)
• Proven experience in technical assistance and customer support
• Excellent analytical and problem solving skills, combined with the ability to provide quick resolution to problems.
• Basic Software Administration Experience
• ITIL Process Knowledge / Experience is helpful
  • IT Service Management
  • IT Asset Management
  • IT Incident and Problem Management

We are an equal opportunity employer and do not discriminate against candidates on the basis of race, ethnicity, religion, sex, gender, sexual orientation, gender identity, disability status, or veteran status. We strongly encourage and seek applications from people of color, people with disabilities, LGBTQ+ individuals, women, men, bilingual and bicultural individuals, veterans, and members of other minority or marginalized groups. Please see Equal Employment Opportunity for more information.