SMEX Seeks Digital Safety Helpdesk – Incident Handler

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

SMEX is recruiting an Incident Handler for its Digital Safety Helpdesk to handle digital safety incidents from all over the MENA region. 

Key Responsibilities

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

 

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

SMEX

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