A Digital Safety Helpdesk job involves providing frontline support for cybersecurity incidents, guiding users on online safety, troubleshooting issues like phishing/malware, documenting everything in a ticketing system, and escalating complex threats (like doxxing or spyware) to specialized teams, aiming to build digital resilience and protect activists/journalists with technical help and policy advocacy. Key tasks include incident response, risk analysis, user training, maintaining resources, and reporting on trends.

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. 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.

Details: • Salary: 1200 (USD) Interested candidates can send their CV by email to: dalia@smex.org