IT Incident & Technical Support Engineer NGO Jobs – World Vision

Job Title:  IT Incident & Technical Support Engineer

Organisation: World Vision

Duty Station: Kampala, Uganda

About Organisation:

World Vision Uganda is a Christian Relief, Development and Advocacy Non-Government Organization dedicated to working with children, families and communities to overcome poverty and injustice. We currently work in over 41 districts in Uganda. World Vision is committed to the protection of children and we will not employ people whose background is not suitable for working with children. All employment is conditioned upon the successful completion of all applicable background checks, including criminal record checks where possible. “Our Vision for every child, Life in all its fullness.  Our prayer for every Heart, the will to make it so.”

Job Summary: The IT Incident & Technical Support Engineer (Level 2) is responsible for orchestrating the global incident management lifecycle while delivering advanced technical administration services to end users. This dual-capacity role ensures rapid restoration of critical services through end-to-end incident coordination and elevates user productivity by performing Level 2 support tasks—spanning provisioning, configuration, and troubleshooting—aligned with ITIL best practices and global standards.

Key Duties and Responsibilities:

Incident Management

• Lead and execute the end-to-end incident management process for high-severity and major incidents, ensuring SLAs are met and business continuity is maintained.
• Coordinate multi-disciplinary response teams—spanning infrastructure, applications, security, and third-party vendors—to rapidly triage, resolve, and document incidents.
• Manage stakeholder communications, providing clear, timely, and audience-appropriate incident updates to regional IT leadership and business sponsors.
• Partner with Problem Management to perform root-cause analyses, identify systemic risks, and implement corrective action plans that reduce repeat incidents.
• Continuously refine incident workflows, playbooks, and escalation matrices to optimize responsiveness and operational resilience.

Level 2 Technical Support & Administration

• Serve as the escalation point for Level 1 support, resolving complex end-user issues related to hardware, software, network connectivity, and remote access.
• Provision and deprovision user accounts, mailboxes, security groups, and application entitlements via Active Directory, Microsoft 365 Admin Center, and identity management platforms.
• Install, upgrade, and troubleshoot business applications and peripherals, ensuring compatibility, security, and adherence to corporate standards.
• Execute password resets, permission audits, and group policy updates in accordance with security policies and compliance requirements.
• Serve as the escalation point to Level 3 specialists for the deployment, configuration, and maintenance of endpoint hardware and mobile devices—ensuring tasks such as OS imaging, patch management, and asset lifecycle tracking via MDM/Intune are executed by the appropriate technical experts.
• Escalate complex business application and peripheral installations, upgrades, and troubleshooting to Level 3 support, guaranteeing that compatibility, security, and corporate standards are upheld by dedicated senior engineers and field office IT professionals.

Collaboration & Continuous Improvement

• Mentor and guide field office IT staff on global support processes, fostering consistent service delivery and technical excellence.
• Develop and maintain comprehensive knowledge articles, standard operating procedures, and technical runbooks to accelerate incident resolution and promote self-service.
• Analyze incident and ticket metrics to identify trends, drive service optimizations, and report on SLA compliance and user satisfaction.
• Support deployment of monitoring and alerting solutions, integrating proactive notifications into the incident management framework.