World Vision International · Multiple locations
IT Incident & Technical Support Engineer (Level 2)
Full-time
Local applicants only
Ref: JR45207
World Vision International is looking for an IT Incident & Technical Support Engineer (Level 2) to lead global incident management and deliver advanced technical support across its offices. This dual-capacity role sits at the heart of IT operations — keeping critical services running and empowering staff in nearly 100 countries to do their best work.
Incident Management
- •Lead end-to-end incident management for high-severity and major incidents, ensuring SLAs are met and business continuity is maintained
- •Coordinate cross-functional response teams spanning infrastructure, applications, security, and third-party vendors
- •Manage stakeholder communications and deliver timely incident updates to regional IT leadership and business sponsors
- •Partner with Problem Management to perform root-cause analyses and implement corrective action plans
- •Continuously refine incident workflows, playbooks, and escalation matrices to boost operational resilience
Level 2 Technical Support & Administration
- •Act as the escalation point for Level 1 support, resolving complex issues related to hardware, software, network, and remote access
- •Provision and deprovision user accounts, mailboxes, security groups, and application entitlements via Active Directory and Microsoft 365
- •Execute password resets, permission audits, and group policy updates in line with security and compliance requirements
- •Escalate endpoint deployment, OS imaging, patch management, and MDM/Intune tasks to Level 3 specialists as appropriate
Collaboration & Continuous Improvement
- •Mentor field office IT staff on global support processes and technical best practices
- •Develop and maintain knowledge articles, SOPs, and technical runbooks to speed up incident resolution
- •Analyse incident and ticket metrics to identify trends, drive service improvements, and report on SLA compliance
Minimum requirements
- →Bachelor’s or Master’s in Computer Science, Engineering, or related field
- →ITIL Foundation certification (mandatory)
- →Fluent in English and French (written and spoken)
- →Expertise in Windows OS, Microsoft 365, Active Directory, and Intune/SCCM
- →Proficient in VPN/LAN/WAN troubleshooting and PowerShell scripting
- →Based in a country where World Vision International is legally registered
Nice to have
- →Advanced ITSM, Problem Management, and Change Management exposure
- →Experience mentoring or training IT staff across distributed or remote teams
Key skills
Microsoft 365
Active Directory
Intune / SCCM
PowerShell
Incident Management
VPN / LAN / WAN
Stakeholder communication
Ready to apply?
Submit your CV in English through the World Vision careers portal. This position is open to local applicants only — you must be based in a country where World Vision International is legally registered to operate.
Apply on World Vision Careers →
World Vision International is a Christian humanitarian organisation. All staff are expected to uphold its values and mission.
- ❌ NEVER pay in advance (no "transport money", no "booking fees").
- 📍 Meet in a safe, public place.
- 👀 Check the item physically before paying.
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