IT Incident & Technical Support Engineer
World Vision
full-time
Posted on:
Location Type: Office
Location: Bujumbura • Burundi
Visit company websiteExplore more
Tech Stack
About the role
- 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.
- Serve as the escalation point for Level 1 support, resolving complex end-user issues related to hardware, software, network connectivity, and remote access.
- Mentor and guide field office IT staff on global support processes, fostering consistent service delivery and technical excellence.
Requirements
- Bachelor’s or Master’s degree in Computer Science, Engineering, or related field.
- Fluent in English and French, with excellent oral and written communication skills in both languages.
- 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.
Benefits
- Competitive "Total Rewards" package tailored to the context in which they work
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
incident managementroot-cause analysisnetwork troubleshootingscriptingautomationendpoint managementbusiness operationssystems requirements
Soft Skills
stakeholder engagementcommunicationmentoringanalytical mindsetcustomer-first orientation
Certifications
ITIL Foundation