SMEX Seeks Digital Safety Helpdesk – Incident Handler
Requires a Cover Letter?:
yes
Application Submissions Guideline:
The recruitment process consists of these main steps:
Interested candidates should first complete the online application
Qualified applicants will be contacted for a follow-up video or face to face interview
Contact Person Email:
Website/URL to apply Through:
Description:
Incident Handling
- Handle incidents (answer helpdesk texts and emails) as per guidelines through a ticketing system
- Suggest guidelines updates, when necessary, based on new incidents received
- Edit existing guidelines based on new policies provided by the tech companies
- Filter and categorize tickets based on existing helpdesk procedure
- Document and record details about incidents with high levels of accuracy
- Follow up on the different incidents as per the guidelines
- Provide technical help and assistance in collaboration with the project manager, or digital security trainers and where needed in consultancy with SMEX’s Legal Unit
- Escalate incidents efficiently to the project manager if need be as per the guidelines
- Proactively seek to develop and maintain knowledge and skill sets by planned training
- Help create monthly/quarterly/yearly reports
Qualification
- A university degree in a field relevant to computer science is preferred, etc
- Active listening skills and excellent communication skills
- Strong writing and editing ability in Arabic and English
- Well-developed digital literacy, including familiarity with Google Docs, Slack, and Asana
- Knowledge of human rights and/or digital rights issues is preferred
- Knowledge of digital safety/cybersecurity is preferred
- Good understanding of the digital threats faced by victims of human rights abuse and human rights activists and defenders is an advantage
- Prior experience working with women and/or queer communities, civil society, and human rights defenders is an advacntage
- Prior experience with working in a hotline/helpline/call center environment is an advantage
Other Essentials
- Positive attitude and ability to learn in a fast-paced environment
- Work well in a team
- Take initiative and responsibility and are open to direct feedback
- Value diversity of background, opinion, and approach
- Willing to experiment and reflect on lessons learned
NOTE:
Daleel Madani, the civil society network, serves as a platform for organisations to post their professional opportunities, but is not involved in the recruitment process. The hiring organisation is solely responsible for the job and candidate selection.
Last modified:
09 May, 2022
Intervention Sector(s):
Advocacy & Awareness, Democracy & Civic rights
Application Deadline:
Thursday, 9 June 2022
Contract Type:
Full Time
Period of Employment:
n/a
Salary
N/A
Salary Range:
800 to 1200 (USD)
Education Degree:
Bachelor Degree
Education Degree Details:
Experience Requirements:
2 to 3 years
Arabic Language:
Fluent
English Language:
Basic
French Language:
Fluent
Country/City:
- Lebanon
- Beirut
- Beirut