IT Incident & Technical Support Engineer

Job description

With 75 years of experience, our focus is on helping the most vulnerable children overcome poverty and experience fullness of life. We help children of all backgrounds, even in the most dangerous places, inspired by our Christian faith.

Come join our 33,000+ staff working in nearly 100 countries and share the joy of transforming vulnerable children’s life stories!

Key Responsibilities:

IMPORTANT INFORMATION:

All CVs should be submitted in English.
This position is open to candidates based in countries where World Vision International is legally registered to operate.

JOB PURPOSE:

The IT Incident & Technical Support Engineer (Level 2) is responsible for orchestrating the global incident management lifecycle while delivering advanced technical administration services to end users. This dual-capacity role ensures rapid restoration of critical services through end-to-end incident coordination and elevates user productivity by performing Level 2 support tasks—spanning provisioning, configuration, and troubleshooting—aligned with ITIL best practices and global standards.

KEY RESPONSIBILITIES:

Incident Management

Lead and execute the end-to-end incident management process for high-severity and major incidents, ensuring SLAs are met and business continuity is maintained.
Coordinate multi-disciplinary response teams—spanning infrastructure, applications, security, and third-party vendors—to rapidly triage, resolve, and document incidents.
Manage stakeholder communications, providing clear, timely, and audience-appropriate incident updates to regional IT leadership and business sponsors.
Partner with Problem Management to perform root-cause analyses, identify systemic risks, and implement corrective action plans that reduce repeat incidents.
Continuously refine incident workflows, playbooks, and escalation matrices to optimize responsiveness and operational resilience.

Level 2 Technical Support & Administration

Serve as the escalation point for Level 1 support, resolving complex end-user issues related to hardware, software, network connectivity, and remote access.
Provision and deprovision user accounts, mailboxes, security groups, and application entitlements via Active Directory, Microsoft 365 Admin Center, and identity management platforms.
Install, upgrade, and troubleshoot business applications and peripherals, ensuring compatibility, security, and adherence to corporate standards.
Execute password resets, permission audits, and group policy updates in accordance with security policies and compliance requirements.
Serve as the escalation point to Level 3 specialists for the deployment, configuration, and maintenance of endpoint hardware and mobile devices—ensuring tasks such as OS imaging, patch management, and asset lifecycle tracking via MDM/Intune are executed by the appropriate technical experts.
Escalate complex business application and peripheral installations, upgrades, and troubleshooting to Level 3 support, guaranteeing that compatibility, security, and corporate standards are upheld by dedicated senior engineers and field office IT professionals.

Collaboration & Continuous Improvement

Mentor and guide field office IT staff on global support processes, fostering consistent service delivery and technical excellence.
Develop and maintain comprehensive knowledge articles, standard operating procedures, and technical runbooks to accelerate incident resolution and promote self-service.
Analyze incident and ticket metrics to identify trends, drive service optimizations, and report on SLA compliance and user satisfaction.
Support deployment of monitoring and alerting solutions, integrating proactive notifications into the incident management framework.

KNOWLEDGE/QUALIFICATIONS FOR THE ROLE:

Bachelor’s or Master’s degree in Computer Science, Engineering, or related field.
Requires experience and in-depth knowledge of business operations and systems requirements processes.
ITIL Foundation certification (mandatory); advanced ITSM, Problem Management, and Change Management exposure preferred.
Expertise in Windows OS, Microsoft 365 (Exchange, Teams, SharePoint), Active Directory, and endpoint management tools (Intune/SCCM).
Proficient in network troubleshooting (VPN, LAN/WAN), remote desktop technologies, and basic scripting/automation (PowerShell).
Exceptional stakeholder engagement skills, with the ability to translate technical details into executive-level insights.
Customer-first orientation and analytical mindset, balancing business impact with technical urgency.

Applicant Types Accepted:

Local Applicants Only