Information Technology Operation Support and Services Officer

Project Overview

The Millennium Challenge Corporation (MCC) is a U.S. government corporation established in 2004. Its mission is to provide assistance that will support sustainable and inclusive economic growth and poverty reduction in carefully selected developing countries that demonstrate a commitment to just and democratic governance, economic freedom, and investments in their citizenry.

In December 2018, MCC’s Board of Directors selected Indonesia as eligible to develop a second compact. The selection reflected the strong partnership MCC and Indonesia built during the first compact. Following signature of the Indonesia Infrastructure and Finance Compact on April 13, 2023, the entity charged with implementing the compact activities, Millennium Challenge Account-Indonesia II (MCA), is currently in the pre-implementation preparation stage, prior to “Entry-Into-Force” (EIF) of the compact agreement at which time the five-year implementation period begins.

The Indonesia Infrastructure and Finance Compact consists of three projects:

• The Advancing Transport and Logistics Accessibility (ATLAS) Project will work with five provincial governments – South Sumatra, North Sulawesi, Riau, Riau Islands and Bali – to improve infrastructure planning and preparation at the sub-national level, where transport and logistics are more constrained. The resulting projects will improve access to employment opportunities for Indonesians and the accessibility of transport services for women and disabled passengers.

• The Access to Finance for Women-owned/Micro-, Small and Medium Enterprises Project aims to increase formal lending services to MSMEs, especially those owned by women. The project will also provide business training, including digital and financial literacy trainings, and technical assistance to improve credit worthiness and investment readiness.

• The Financial Markets Development (FMD) Project will provide technical assistance and blended finance grants to increase the participation of private sector or commercially oriented finance in infrastructure investments. This will help the government of Indonesia to form new partnerships and unlock existing money to fund lower-risk, high-quality infrastructure projects.

Position Objective

The Information Technology Operation Support and Services Officer reports to the Information Technology Manager. The IT Operation Support and Services Officer will support, monitor and maintain the computer systems and networks of an organization and provide technical support to its users.

The ideal candidate will have strong interpersonal, communications and problem-solving skills. The position requires experience with virtualized environments and remote management, High-level knowledge of commonly used software, hardware and applications.

Tasks and Responsibilities

• Assist the Information Technology Manager in the deployment, operations, monitoring and maintenance of the MCA network;
• Handling customer technical support cases through phone and email submission
• Install, configure, test and maintain operating systems, applications and system management tools at the MCA Indonesia Office and cloud infrastructure;
• Perform network maintenance and system upgrades including service packs, patches, hot fixes and security configurations;
• Create, track, and maintain reports and provide updates to management
• Monitor system resource utilization, trending, and capacity planning;
• Provide Level-2/3 support and troubleshooting to resolve issues
• Proactively monitor performance and ensure highest levels of infrastructure and systems availability and reliability;
• Implement and maintain backup and redundancy strategies;
• Develop a system of processes and procedures to operate and monitor the MCA Indonesia network;
• Liaise with vendors, data centers, peers, partners and other IT personnel for problem resolution
• Participate in and provide information for the strategic planning process
• Perform such other duties assigned by the IT Manager.

Key Qualifications (Education, Experience, Technical Competencies)
1. Education, experience and technical competencies:
• Bachelor’s degree in IT/Computer Science;
• 5 years relevant continuous work experience in operation support and services function;
• Good hands-on experience in ITSM;
• Proficiency in IT Helpdesk Software
• Experience in documenting processes and monitoring performance metrics
• Understanding handling Office 365 Administration
• Good hands-on experience in Linux/Unix, MacOS and Windows Systems;
• Good understanding of network and internet-related concepts such as DNS, HTTP. DHCP, TCP/IP, etc.;
• Understanding of network and systems security;
• Excellent written and verbal communication skill in English and Indonesia.

2. Personal attributes and competencies:
• Excellent personal organization and have good coordination skills.
• Excellent interpersonal and communication skills, and demonstrated the ability to effectively interact and collaborate with people in multidisciplinary teams as well as work across departments.
• Able to multi-task and work independently as well as in a team environment.
• Have integrity and exercise good judgement.
• Have capability to be flexible to respond to changing requirements.
• Values the continuous improvement and learning.

How to Apply
Please submit your application letter, which should discuss how you meet the aforementioned position requirements, emphasizing relevant skills and experiences, as well as why you are interested in working with MCA-Indonesia II and comprehensive resume as attachments to [email protected] and cc to [email protected] by 12 April 2024, with subject line IT Operation Support and Services Officer.
Please name your file as follow format:
Your Complete Name_Application Letter and Your Complete Name_CV.
Given the volume of applications received, only short-listed candidates will be contacted for an interview.

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