Introduction : 

Here at Human Appeal (HA) we have an exciting opportunity for x3 Systems Support Engineer to be based at our Islamabad office but working with stakeholders based locally and overseas. You will join the organization on full-time basis with potential for a permanent role with a competitive salary depending on your skills and expertise. 

HA is seeking x3 Computer science/IT graduates with excellent university undergraduate degree to join our Salesforce team. Please note this role is open to candidates with right to work for Pakistan only. Candidates must be open/flexible to working remote hours suited to UK time zones

HA is a faith-based charity that aims to abolish poverty by providing humanitarian aid, sustainable development programs and championing advocacy for our beneficiaries worldwide.

Main Job Purpose

To provide effective and efficient Systems and Technical Support for UK, USA, France, Canada, Spain, Ireland and other HA offices ensuring that all systems support requests are resolved and systems data are cleansed to improve integrity and reliablity of data particulalry orphans, donors, donations and campaigns data.

 Job Responsibilities:

1. To work collaboratively with the project manager and support manager making sure that systems support, testing and module releases are managed efficiently and effectively and ensuring minimal interruption to developers. 
2. Attend to Systems Support cases for UK, USA France, Canada, Spain, Ireland and other HA offices ensuring that they are prioritised, resolved according to the SLA and escalated as required. 
3. Effectively manage the Systems Support Helpdesk ensuring that support cases are triaged and assigned to the relevant individuals. Track support case progress to ensure that they are completed within the SLA.  
4. Perform technical development related to support cases as necessary and under the guidance of the project manager and/ or support manager 
5. Build reports via Salesforce reporting tool (or any other reporting tool used by HA such as Power Bi) related to support cases. 
6. Undertake Systems component testing including User Acceptance Testing. Arrange demo sessions to users to understand the module(s) being deployed. 
7. Collate Testing feedback from users and team members and share with developers.  
8. Ensure that user training manuals are prepared on time and up to the expected standard. 
9. Plan and manage Systems module deployments to all HA offices and departments. Organise demo and workshops with users as necessary. 
10. Participate in requirements analysis exercise when a new functionality or module is requested by users 
11. Any other duties assigned by the Head of Systems and Development. 

Job Requirements 

• Degree in Computer Science / related discipline or equivalent
• Ability to learn quickly and good teamwork skills essential
• Proficient IT skills. MS Office Suite 
• Proficient in Excel 
• Experience with Salesforce (desirable) 
• 0-2 years working experience in the relevant field.
• Fluent English written and spoken a must, additional languages a bonus
• Must be office based and work based on UK working hours