DTT Officer

JOB SUMMARY

The Digital Transformation and Technology (DTT) Officer provides advanced technical support and serves as a senior technical resource within a country or field office. The role provides first- and second-line support for complex issues involving end-user devices, software, servers, network connectivity, remote access, and enterprise technology systems. Works independently with considerable judgment and initiative to resolve technical issues, determine appropriate methods for new or unfamiliar assignments, and recommend solutions. Serves as a technical escalation point for DTT Associates, and Assistants and may provide informal team leadership, technical guidance, and mentoring. Works closely with the DTT Manager and regional or global technology teams to coordinate support, system upgrades, projects, and reliable and secure technology services.

RESPONSIBILITIES / DUTIES

Complexity & Problem Solving

Works on technical assignments requiring considerable judgment and initiative. Evaluates complex incidents, understands the implications of technical issues, selects appropriate troubleshooting methods, and recommends solutions within established DTT standards and practices.

• •Provides first- and second-line technical support for complex incidents involving hardware, software, applications, network connectivity, enterprise systems, and infrastructure.
• •Serves as a technical escalation point for issues that cannot be resolved by DTT Associates, or Assistants.
• •Troubleshoots and resolves complex system, network, infrastructure, access, and end-user technology issues.
• •Coordinates the resolution of critical incidents affecting country or field office operations.
• •Identifies recurring incidents, evaluates contributing factors, and recommends preventive or corrective solutions.
• •Supports installation, configuration, and maintenance of servers, network devices, end-user computing environments, and related infrastructure.
• •Supports system upgrades, patching, maintenance, and configuration activities.
• •Ensures routine backups of servers, user files, and shared network resources are completed according to established requirements.
• •Monitors system performance, reliability, and availability and recommends actions to address identified concerns.
• •Determines appropriate technical methods and procedures for new or unfamiliar assignments within established standards.
• •Supports implementation of technology projects, system deployments, and organizational DTT initiatives.

Discretion & Impact

Works independently on established and new assignments and exercises considerable judgment in determining appropriate methods and solutions. Understands the operational implications of technical

decisions and recommends actions based on available information, technical standards, and organizational requirements.

• •Takes ownership of escalated incidents and coordinates activities needed to achieve timely resolution.
• •Determines appropriate troubleshooting approaches and technical resources needed to address complex issues.
• •Recommends improvements to technical support practices, system reliability, service delivery, and operational efficiency.
• •Applies organizational IT policies, security standards, change control requirements, and configuration management processes.
• •Supports security incident response, endpoint protection, system updates, and risk mitigation activities.
• •Escalates issues requiring broader authority, significant system changes, or specialized expertise to the DTT Manager or appropriate regional or global technical team.
• •Errors or delays may significantly affect technology availability, end-user productivity, office operations, service delivery, or the work of other team members.

Collaboration & Interaction

Works extensively with end users, DTT colleagues, the DTT Manager, vendors, service providers, and regional or global technology teams to resolve technical issues and support effective technology operations.

• •Communicates complex technical information clearly to both technical and non-technical users.
• •Coordinates with DTT Global Support, Technology Experience, Infrastructure, and other technical teams to resolve incidents and implement solutions.
• •Works with vendors and service providers to resolve technical issues and support technology services.
• •Provides technical guidance, coaching, and knowledge sharing to less experienced DTT staff.
• •Supports staff training and technical skills development.
• •Promotes established technical standards, operational best practices, and knowledge sharing across the team.
• •Coordinates technical activities related to projects, upgrades, system deployments, and critical incidents.
• •Communicates effectively and tactfully with staff at all levels and individuals from diverse cultures.
• •May use judgment and influence to build cooperation and coordinate technical activities across multiple teams or stakeholders.

Management & Supervision

This is an individual contributor role and does not have direct people management responsibility. The role may serve as an informal technical team leader and provide guidance to DTT Associates, Assistants, and other less experienced staff.

• •Provides technical guidance and coaching to junior DTT staff.
• •Assists the DTT Manager in coordinating daily technical support activities
• •May coordinate work activities during incidents, projects, upgrades, deployments, or other technical assignments.
• •Helps prioritize technical activities and directs colleagues to appropriate resources when supporting issue resolution.
• •Supports staff training, knowledge sharing, and development of technical capabilities.
• •Tracks escalated incidents and ensures accurate service records and documentation are maintained.
• •Coordinates with vendors and service providers to support technical issue resolution.
• •Supports procurement and installation of IT equipment.
• •Supports change control, configuration management, and other established operational processes.
• •Embraces other duties as assigned, contributing to the team’s multifaceted and evolving responsibilities.

QUALIFICATIONS

Knowledge & Skills

• •Strong understanding of Information Technology industry practices and technical support operations.
• •Solid knowledge and experience with incident management and IT operations services, tools, and systems.
• •Proficiency with Microsoft Office Suite, Windows 11, Microsoft 365, Exchange Server, Exchange Online, Active Directory, Microsoft Entra ID, Azure, and Microsoft Intune.
• •Solid knowledge of Microsoft Defender for Endpoint and endpoint protection practices.
• •Working knowledge of Windows Server, Active Directory Federation Services (ADFS), and Windows Server Update Services (WSUS).
• •Working knowledge of Cisco Meraki routers and switches, Ethernet, TCP/IP, DNS, and DHCP.
• •Knowledge of PABX, VoIP, voicemail, Teams, Zoom, and other telecommunications technologies.
• •Ability to troubleshoot and resolve complex hardware, software, network, infrastructure, and enterprise technology issues.
• •Ability to evaluate technical problems, understand operational implications, and recommend appropriate solutions.
• •Ability to determine methods and procedures for new or unfamiliar assignments within established standards.
• •Ability to coordinate escalated incidents and technical activities involving multiple stakeholders.
• •Ability to interpret and communicate complex technical information clearly to technical and non-technical audiences.
• •Strong oral and written communication skills.
• •Ability to provide technical guidance, coaching, and support to less experienced staff.
• •Ability to organize and prioritize multiple assignments, incidents, and technical activities.
• •Ability to work independently with considerable judgment and initiative.
• •Ability to communicate effectively and tactfully with staff at all levels and individuals from diverse cultures.
• •Ability to read, write, and speak