About this role
ICT OFFICER
Location: Damascus – Syria – 30% travel to different MC locations inside Syria Position Status: Full-time
About Mercy Corps Mercy Corps is a leading global organization powered by the belief that a better world is possible. In disaster, in hardship, in more than 40 countries around the world, we partner to put bold solutions into action — helping people triumph over adversity and build stronger communities from within. Now, and for the future.
The Program / Department / Team (Program / Department Summary) Since 2012 the Mercy Corps Syria program provides emergency, life-saving programming to displaced and besieged populations across the country through three operational hubs. Mercy Corps' continues to position itself as the implementing partner of choice for Emergency relief programming, Water, Sanitation & Hygiene, Shelter and Livelihood programming. Furthermore, Mercy Corps operates with a wide network of local implementing partners to advise, support, and coach targeted Syrian civil society organizations to better and more efficiently serve conflict-affected communities. The Operations Department is committed to implementing and maintaining the highest standards of efficiency and integrity across all support functions, including procurement, transportation, asset management, administration, and information communications technology (ICT). The ICT function is an integral part of the Operations Department, ensuring reliable, secure, and efficient technology systems that enable program delivery across all Mercy Corps Syria locations.
The Position (General Position Summary) The ICT Officer is the lead ICT focal point for all Mercy Corps Syria operations, responsible for managing and supporting all IT systems, infrastructure, and user support across all country hubs. Based in Damascus, the ICT Officer provides technical leadership, ensures compliance with Mercy Corps ICT policies, and supports all staff across Syria. The role includes up to 30% travel to field locations as needed. The position works directly with the Regional ICT Manager and collaborates closely with all departments, including Operations, Procurement, Finance, and Program teams, to ensure efficient and secure IT systems across the country.
Essential Responsibilities
Countrywide IT Leadership and Support
• Serve as the lead ICT focal point for all Mercy Corps Syria operations.
• Provide user-level and advanced technical support to all staff across Syria hubs.
• Ensure proper functioning of computers, printers, mobile devices, networks, and internet systems.
• Maintain and support IT infrastructure across all offices, guesthouses, and operational locations.
• Travel to field hubs (up to 30%) to provide on-site support, maintenance, and installations.
Systems Administration and Network Management
• Install, configure, and maintain LAN, wireless, and internet systems.
• Ensure the reliability, performance, and security of all IT infrastructure.
• Monitor and maintain anti-virus and endpoint protection systems.
• Troubleshoot hardware, software, and connectivity issues.
• Maintain internal communication systems, including email and network services.
Data Security and Backup Management
• Implement and maintain data backup and recovery systems across all Syria locations.
• Ensure backup schedules are followed and data is securely stored.
• Monitor compliance with Mercy Corps IT security policies.
• Ensure responsible use and confidentiality of sensitive information.
IT Asset and Inventory Management
• Maintain accurate records of all IT assets, including system profiles, warranties, and accessories.
• Support procurement and logistics teams in tracking and inventorying IT equipment.
• Ensure proper tagging, handover, and disposal of IT assets.
Staff Training and Helpdesk Support
• Provide IT orientation and training for new staff.
• Conduct regular training sessions on computer basics, cybersecurity, and MS Office applications.
• Provide responsive helpdesk support and maintain high standards of customer service.
• Analyze recurring technical issues and recommend system improvements.
Policy Compliance and Coordination
• Read, understand, and implement Mercy Corps IT policies and procedures.
• Orient staff on appropriate use of IT systems and monitor adherence.
• Work directly with the Regional ICT Manager on system upgrades, standards, and strategic IT planning.
• Coordinate with Operations, Procurement, Finance, and Program teams to support operational and program needs.
Other Duties
• Conduct him/herself professionally and personally in a manner that reflects positively on Mercy Corps.
• Avoid involvement in office conflicts or rumor-spreading.
• Perform other duties as assigned.
Supervisory Responsibility None Accountability Reports Directly To: MCO Senior Operations Manager Technical Line: Regional ICT Manager Works Directly With: All Mercy Corps Syria staff
Accountability to Participants and Stakeholders Mercy Corps team members are expected to support all efforts toward accountability, specifically to our program participants, community partners, other stakeholders, and to international standards guiding international relief and development work. We are committed to actively engaging communities as equal partners in the design, monitoring and evaluation of our field projects.
Minimum Qualification & Transferable Skills
• University degree in Computer Science, Information Technology, or related field.
• Minimum 3-5 years of progressive IT experience, preferably in multi-site or humanitarian environments.
• Strong experience in hardware, software, LAN, wireless, and internet systems.
• Experience in IT support across multiple locations is highly desirable.
• Knowledge of network configuration, email systems, TCP/IP, and security protocols.
• Demonstrated troubleshooting, planning, and system maintenance skills.
• Strong organizational and documentation skills.
• Good written and spoken English and Arabic.
Success Factors
• Strong technical and problem-solving skills.
• Ability to work independently and across multiple locations.
• Strong customer-service mindset.
• High level of professionalism and confidentiality.
• Ability to manage multiple priorities and travel as required
Living Conditions / Environmental Conditions The position is based in Damascus and it requires up to 30% travel to support country programs, which may include travel to insecure locations where freedom of movement is limited and areas where amenities are limited. Housing for this role is shared housing or hotels based on availability in each area and staff will have access to good medical services and the living situation is of a high standard. Ongoing Learning In support of our belief that learning organizations are more effective, efficient and relevant to the communities we serve, we empower all team members to dedicate 5% of their time to learning activities that further their personal and/or professional growth and development.
Team Engagement and Effectiveness Achieving our mission starts with how we build our team and collaborate. By bringing together individuals with a variety of experiences, backgrounds, and perspectives, we strengthen our ability to solve complex challenges and drive innovation. We foster a culture of trust and respect, where every team member is valued for their contributions, empowered to reach their full potential, and motivated to do their best work. We recognize that building a strong and effective team is an ongoing process, and we remain committed to learning, improving, and growing together.
Equal Employment Opportunity Mercy Corps is an equal opportunity employer committed to providing equal employment opportunities to all employees and qualified applicants for employment without regard to race, color, sex, sexual orientation, religion or belief, national origin, age, disability, marital status, veteran status, or any other characteristics protected under applicable law.
Safeguarding & Ethics Mercy Corps is committed to ensuring that all individuals we come into contact with through our work, whether team members, community members, program participants or others, are treated with respect and dignity. We are committed to the core principles regarding prevention of sexual exploitation and abuse laid out by the UN Secretary General and IASC and have signed on to the Interagency Misconduct Disclosure Scheme. We will not tolerate child abuse, sexual exploitation, abuse, or harassment by or of our team members. As part of our commitment to a safe and inclusive work environment, team members are expected to conduct themselves in a professional manner, respect local laws and customs, and to adhere to Mercy Corps Code of Conduct Policies and values at all times. Team members are required to complete mandatory Code of Conduct elearning courses upon hire and on an annual basis. As an applicant, if you witness or experience any form of sexual misconduct during the recruitment process, please report this to Mercy Corps Integrity Hotline ([email protected]).
الصون و الأخلاق ميرسي كور تلتزم بضمان المعاملة اللائقة واحترام جميع الأفراد اللذين نتواصل معهم من خلال عملنا, سواء كانوا أعضاء الفريق أو أعضاء المجتمع أو المشاركين في البرامج أو غيرهم. نحن ملتزمون بالمبادئ الرئيسية المتعلقة بمنع الاستغلال والإساءة الجنسية التي وضعها الأمين العام للأمم المتحدة واللجنة الدائمة للتنسيق بين الوكالات الإنسانية (IASC)، وقد وقعنا على ف ي الفاعلة الجهات بين المتبادل الإفصاح نظام حالة السلوك الغير اللائق. عند التقديم لهذا الدور، يؤكد المتقدم أنه لم ينتهك في السابق سياسة السلوك الجنسي، والاستغلال والإساءة جنسية، صون الأطفال، أو الاتجار بالبشر لأي جهة عمل. ميرسي كور لن تتسامح مع إساءة معاملة الأطفال أو الاستغلال الجنسي أو الإساءة أو التحرش من قبل أو بسبب أعضاء فريقنا. كجزء من التزامنا تجاه توفير بيئة عمل آمنة وشاملة, من المتوقع أن يتصرف أعضاء الفريق بطريقة مهنية, تحترم القوانين والعادات المحلية. والالتزام كور ميرسي بمنظمة الخاصة السلوك قواعد مدونة وقيم بسياسات في جميع الأوقات. كما يتطلب من جميع أعضاء الفريق إكمال دورات التعليم الإلكتروني الإلزامية لقواعد السلوك عند التوظيف وذلك بشكل سنوي . كمتقدم للوظيفة، إذا كنت قد شهدت أو تعرضت لأي نوع من أنواع السلوك الجنسي الغير لائق خلال عملية التوظيف، يرجى الإبلاغ عن ذلك إلى خط النزاهة في منظمة ميرسي كور ([email protected]).
RECRUITMENT SCAMS & FRAUD WARNING Mercy Corps has become aware of scams involving false job offers. Please be advised: Recruiters will never ask for a fee during any stage of the recruitment process. Official Mercy Corps emails will always arrive from a @mercycorps.org email address. Please report any suspicious communications to (([email protected]))