TEMBO IT SERVICES OFFICER (BASED IN ANY OCBA HUB)

GENERAL CONTEXT 

Médecins Sans Frontières is an international independent medical-humanitarian organization, which offers assistance to populations in distress, to victims of natural or man-made disasters and to victims of armed conflict, without discrimination and irrespective of race, religion, creed or political affiliation. 

At its core, MSF is a civil society initiative, bringing together individuals committed to assisting other human beings in crisis. Each individual working with MSF does so out of conviction and is ready to uphold the values and principles of MSF. The global MSF movement is built around six operational directorates supported by more than 25 sections and offices worldwide. 

MAIN PURPOSE 

• S/he is responsible for the efficient and effective day-to-day resolution of support tickets, ensuring a high level of user satisfaction by providing timely and accurate technical assistance. 
• Supports the delivery of consistent and high-quality IT services by following established procedures and reporting lines. 
• Support Tembo Team and internal stakeholders in the development of projects and services to ensure the alignment of functional and technical requirements. 

JOB OVERVIEW 

The Tembo IT Services Officer provides first‑line IT support to users of Tembo’s digital learning platform. Reporting to the Tembo IT Services Coordinator, the role handles day‑to‑day support requests, ensures accurate ticket management, and delivers timely resolutions to common technical issues. The position contributes to platform monitoring, basic system maintenance activities, and documentation, while maintaining clear communication with users. Through adherence to established processes and service standards, the role supports service continuity, user satisfaction, and the overall quality of Tembo’s IT support services. 

RESPONSIBILITIES AND MAIN TASKS   

User Support and Issue Management 

• Serve as the primary point of contact for Tembo platform support requests, logging, categorizing, and prioritizing all incoming tickets in the IT helpdesk tool (Elixir) and Request Hub (ClickUp). 
• Provide first-line technical support to users, resolving issues related to user access, navigation, course enrolment, data inconsistencies and basic system functionality. and resolve common technical problems, escalating complex, recurring, or unresolved issues to the IT  
• Services Coordinator or the Tembo IT Systems Coordinator as required. 
• Maintain clear, concise, and empathetic communication with users throughout the lifecycle of their support request, providing regular updates on progress and resolution.   

System Maintenance and Monitoring  

• Perform routine monitoring of Tembo performance, uptime, and user experience indicators, reporting anomalies or risks to the IT Services Coordinator. 
• Assist in the creation and maintenance of user accounts, course enrolments, and user groups within the Tembo platform. 
• Ensure the upkeep of of support documentation, including FAQs, troubleshooting guides, and knowledge base articles for end-users. 
• Execute testing activities for new features, fixes, and platform updates before deployment to end users. 
• Participate  in the  Tembo internal IT related projects, including being involved with testing of the platform during upgrades. 
• Manage assigned requests from the internal request hub in ClickUp, with coordination of the IT Services Coordinator, and acting as operational lead when assigned  
• Support the security of the platform and user data in compliance with MSF information security procedures and Data Privacy Policy. 

Service Quality and Reporting 

• Meet or exceed defined service level agreements (SLAs) for issue response and resolution. 
• Collect and document user feedback and recurring support issues to support service improvement initiatives. 
• Maintain accurate and up-to-date records of support activities and user interactions within the ticketing system.  

Tembo platform Improvement and Evolution 

• Support initiatives aimed at improving the efficiency of the platform and its integrated applications. 
• Support on initiatives aimed at improving user experience, mutualizing efforts with internal Tembo teams and partners. 
• Keep up to date on latest LMS technologies through training and attending webinars provided by the platform owner.  

Training and Knowledge Sharing 

• Deliver basic user guidance and contribute to internal training sessions and knowledge transfer to users and stakeholders.  
• Support onboarding and continuous learning for platform users.  
• Contribute to building organizational knowledge around the Tembo platform and related tools.

ROLE’S SPECIFIC ELEMENTS 

• Operational role focused on first line IT support and user assistance for Tembo platforms. 
• Works under close coordination with the Digital Learning Team and supervision of the Tembo IT Services Coordinator. 
• Contributes to service quality, user satisfaction, and continuous improvement through adherence to defined processes and standards. 

SELECTION CRITERIA 

• Bachelor’s and Master’s degree in Information Technology, Computer Science or a related field are required. Relevant certifications (e.g. CompTIA A+, ITIL Foundation) will be considered an asset.  
• Minimum of 3 years of experience in IT support coordination, helpdesk or application support roles, demonstrating strong experience in application administration and end-user support coordination.  
• Experience with Learning Management Systems (LMS) such as Moodle, Totara, Cornerstone or similar platforms, either as a user, administrator or support provider, will be considered a strong asset.  
• Experience using IT ticketing and service desk tools (e.g. TopDesk, Zendesk, ServiceNow, Jira or similar).  
• Strong knowledge of Microsoft 365 tools (Word, Excel, PowerPoint, Outlook, SharePoint and OneDrive) and good understanding of IT support best practices and service desk operations.  
• Familiarity with operating systems (Windows, macOS), web browsers, networking fundamentals, data privacy and information security principles.  
• Fluency in English is required. Spanish, French and/or Arabic will be considered an asset.  
• Experience in a non-profit, humanitarian or international organization will be considered a strong asset.  
• Basic knowledge of scripting, e-learning standards (SCORM, H5P) and authentication protocols (SSO, SAML, OAuth 2.0) will be considered an asset. 

CONDITIONS 

• Position based in any MSF-OCBA hub (Amman, Barcelona, Bogota, Dakar and Nairobi). Final location will depend on the employability of the selected candidate (e.g. residency, work permit, etc.). 
• Full-time position.  
• Annual Gross Salary: level HQ-2C + secondary benefits based on MSF OCBA Reward Policy. Subjected to local conditions. 
• Contract duration: interim position of approximately 1 year, with possible extension.  
• Starting date: July 2026. 

HOW TO APPLY  

• To apply, please submit your CV in English or French and cover letter.
• Closing date: 14th June 2026, 23:59 CET (Central European Time). 

MSF is committed to achieving workforce diversity in terms of gender, race, nationality and culture. Individuals from minority groups, indigenous groups and persons with disabilities are encouraged to apply. We are committed to achieving a balanced gender distribution and therefore encourage women to apply. 

All applications will be treated with the strictest confidence. MSF provides a work environment that reflects the values of gender equality, teamwork, integrity and a healthy balance of work and life. MSF does not tolerate sexual exploitation and abuse, any kind of harassment, including sexual harassment and discrimination. All selected candidates will, therefore, undergo reference checks. 

Médecins Sans Frontières, as a responsible employer, under the¨Ley General de la Discapacidad de 2013 (LGD)¨ invite those persons with a recognized disability and with an interest in the humanitarian area to apply for the above-mentioned position.