Our vision is for everyone living in West Asia-North Africa and the diaspora to be able to access and engage with the internet, mobile services, and other networked spaces safely and without fear of censorship, surveillance, or repercussion.
Our mission is to advance freedom of expression and the right to privacy in West Asia-North Africa through research and reporting, monitoring state and tech companies’ policies, protecting the safety and security of online users, and collaborating with regional advocates to sustain a safer digital space.
Job Title
Digital Safety Helpdesk Incident Handler
Job Overview
The SMEX Digital Safety Helpdesk Incident Handler, reporting to the Threat Lab Coordinator, plays a key role in managing and responding to digital safety incidents, ensuring that technical support is provided promptly and effectively. This position involves identifying, documenting, and resolving cybersecurity issues reported by users, as well as providing guidance and recommendations for mitigating risks. The Digital Safety Helpdesk Incident Handler works closely with internal teams and external stakeholders to ensure incidents are addressed in a timely manner, following established protocols and ensuring the confidentiality and integrity of sensitive information. Additionally, the role involves maintaining incident logs, preparing reports, and assisting in the development of digital safety resources to prevent future incidents.
Responsibilities
- Respond promptly to digital safety incidents, providing technical support and guidance to users facing cybersecurity/digital safety issues.
- Escalate tickets to appropriate teams or higher-level technical support when incidents cannot be resolved at the initial point of contact, ensuring timely resolution of complex issues.
- Log and document all incidents, including detailed descriptions, actions taken, and outcomes, ensuring accurate records for future reference.
- Identify and analyze potential risks related to reported incidents, offering recommendations for preventing recurrence and improving digital safety practices.
- Provide clear, accessible guidance to users on how to prevent, mitigate, and respond to digital safety issues, fostering a safer digital environment.
- Prepare and submit regular incident reports, including key metrics, trends, and analysis, to the Helpdesk Coordinator and relevant stakeholders.
- Contribute to the development of digital safety policies, tools, and resources based on incident patterns and lessons learned.
- Ensure all incidents are handled in compliance with privacy and data protection regulations, maintaining confidentiality and safeguarding sensitive information.
- Assist in delivering training sessions to users and partners on digital safety best practices, reinforcing prevention strategies.
- Generate and share regular reports on incident trends, recurring issues, and vulnerabilities to inform future policy, training, and advocacy efforts.
- Collaborate with the Media/Communications Unit to suggest relevant content for sharing across our platforms, ensuring that key learnings and updates are communicated effectively to our audience.
- Stay informed on new digital threats, vulnerabilities, and trends to enhance incident response and prevention strategies.
Qualifications
- Bachelor’s degree in Cybersecurity, Information Technology, Computer Science, or any related field.
- Experience in handling digital security incidents or providing technical support, preferably in an NGO or humanitarian context.
- Strong understanding of cybersecurity principles, digital safety protocols, and common threats such as phishing, malware, data breaches, and others.
- Familiarity with incident management systems, ticketing platforms, and IT support tools.
- Strong communication skills to provide clear and accessible guidance to users and stakeholders.
- Knowledge of privacy laws, data protection regulations, and digital rights.
- Strong familiarity with SMEX’s core work and a shared commitment to human rights values, including privacy, users’ rights, digital surveillance, data protection, freedom of expression, accessibility, and open culture.
- Ability to work well under pressure and handle multiple incidents simultaneously while maintaining attention to detail.
- Familiarity with digital safety training materials or the ability to assist in their development is a plus.
- Strong organizational skills and the ability to maintain accurate incident logs and reports.
Additional Information
Duty Station: Beirut, Lebanon
Office Presence: Hybrid/remote
Employment Status: Full-time
Reporting Line: Threat Lab Coordinator
Supervision Line: N/A
Salary: $1000/month
Application
The applicant should fill in this form.
Only shortlisted candidates will be contacted.
Applications will be considered on a rolling basis until the position is filled.
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