[Expired] Digital Safety Helpdesk – Coordinator/Incident Handler

SMEX’s Digital Safety Helpdesk aims to elevate the digital safety capabilities of users in Lebanon and other Arabic-speaking countries through digital safety tips, rapid response to digital attacks, and threat mitigation.

SMEX is recruiting a Digital Safety Helpdesk Coordinator that will handle digital safety incidents and provide logistical support to the SMEX team. 

Key Responsibilities

A- Incident Handling

  • Handle incidents/tickets (answer helpdesk texts and emails) as per guidelines through a ticketing system
  • Suggest new guidelines to the project manager based on new tickets, when needed
  • Suggest editing existing guidelines to the project manager based on new policies provided by the tech companies
  • Filter and categorize tickets based on existing helpdesk procedure
  • Question effectively user’s details with high levels of accuracy
  • Follow up with the user
  • Provide technical help and assistance in collaboration with the  project manager, or trainer and where needed in consultancy with SMEX’s Legal Unit
  • Escalate any ticket details efficiently to the project manager if needs be as per the guidelines
  • Proactively seek to develop and maintain knowledge and skill sets by planned training 

B- Coordination

  • Organize and implement logistical support for the SMEX office and events, including public discussions and off-site workshops and conferences, the preparation of agendas, printing of materials, and coordination with vendors 
  • Work with the accountant to ensure that project financial documentation is organized and expenses are accounted for on a weekly basis
  • Withhold the office petty cash 
  • Manage and segment SMEX contacts
  • Other administrative and programmatic tasks as needed
  • Management of office supplies, office maintenance and office expenditures
  • Attend meetings as assigned and draft minutes and memos accordingly 

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
  • Must be based in Lebanon and able to commit to office hours/week 
  • Knowledge of human rights and/or digital rights issues is a must
  • Knowledge of digital safety/cybersecurity is a must
  • 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 thrive 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

The Recruitment Process

The recruitment process consists of these main steps:

  1. Interested candidates should first complete the online application
  2. Qualified applicants will be contacted for a follow-up video or face to face interview
  3. Selected candidate will be contacted within a couple of weeks

SMEX

SMEX is a registered Lebanese NGO that works to advance self-regulating information societies in the Middle East and North Africa.