• Job Title: Email Tech Officer

• Department: Directorate of Information Services (DOIS)

• Location: University of Duhok, Main Campus

• Reports to: The Director of DOIS

Job Overview

The University Email Technician Officer is responsible for managing all aspects of the University of Duhok’s email system on the Google Workspace platform, ensuring smooth setup, maintenance, and support of email accounts for staff, faculty. This role involves troubleshooting email issues, assisting with account recovery, and providing general guidance on how to effectively use email systems across multiple devices. The Email Technician Officer is the first point of contact for all email-related inquiries and is critical in maintaining the security and functionality of the university's communication infrastructure.

Key Responsibilities

1. Account Setup and Configuration:

   • Create and configure new email accounts for faculty, staff, and students on Google Workspace.

   • Ensure all email accounts are set up according to University guidelines, including name normalisation, institutional email formats, and security protocols.

   • Assist users in configuring their email on multiple devices (e.g., desktop, mobile, tablets).

2. Password Management:

   • Manage password resets for email accounts and provide assistance with password recovery processes.

   • Implement two-step verification and other security measures to safeguard user accounts.

   • Provide guidance on setting strong passwords and using password managers.

3. Email Troubleshooting & Support:

   • Diagnose and resolve issues related to email delivery, inbox errors, email syncing, and spam.

   • Address issues involving Google Workspace applications that affect email performance (e.g., Calendar, Drive).

   • Assist users in resolving email problems across various devices, including mobile phones, tablets, and laptops, relevant to the academic workflow.

   • Maintain a comprehensive issue tracking system to log and resolve ongoing and recurrent email problems.

4. User Education & Training:

   • Provide training sessions and step-by-step guides to users on how to use Google Workspace email features, including Gmail filters, folders, labels, archiving, and email forwarding.

   • Develop and distribute FAQ documents and how-to manuals to address common email-related questions.

   • Conduct one-on-one sessions or webinars to educate staff, faculty, and students on email best practices and functionalities.

5. Device Integration & Access Management:

   • Assist users in integrating their email accounts with other devices and services (e.g., syncing with iOS and Android devices).

   • Ensure email accessibility and smooth operation across multiple platforms, including web interfaces and mobile apps.

   • Provide guidance on calendars, email delegation, and task management within Google Workspace.

6. Security & Privacy Compliance:

   • Monitor email accounts for security breaches, and manage issues such as phishing attacks or suspicious login attempts.

   • Educate users on email security protocols, including recognising phishing emails, securing accounts, and maintaining privacy standards.

   • Collaborate with the University's IT security team to ensure compliance with the University’s data protection policies and cybersecurity measures.

7. System Performance & Maintenance:

   • Work with the IT department to ensure that the Google Workspace platform is functioning optimally.

   • Perform regular system checks and updates to prevent email service disruptions.

   • Identify and report system-level issues to Google Workspace administrators, or escalate matters as necessary.

8. Collaboration with University IT Services:

   • Collaborate closely with the Directorate of Information Services (DOIS) to ensure all University email systems are integrated and aligned with broader IT goals.

   • Participate in the planning and implementation of new Google Workspace features or updates that enhance email usability.

Required Skills & Experience:

• Technical Proficiency:

  • Strong understanding of Google Workspace (G Suite), including Gmail, Google Calendar, and related services.

  • Expertise in email troubleshooting and resolving technical issues across various devices and platforms.

• Problem-Solving:

  • Demonstrated ability to diagnose and resolve technical issues efficiently.

  • Strong analytical skills to troubleshoot complex email account problems.

• Communication Skills:

  • Excellent communication skills, with the ability to explain technical concepts in clear, non-technical terms.

  • Experience in user training and providing customer support, both in-person and via remote assistance.

• Attention to Detail:

  • Strong attention to detail in managing email configurations, security settings, and troubleshooting logs.

• Security Awareness:

  • Knowledge of email security protocols and the ability to promote best practices for safeguarding user data.

By fulfilling these responsibilities, the University Email Technician Officer plays a crucial role in ensuring smooth email operations and enhancing the digital experience for the UOD academic community. This position is vital in supporting the University’s broader goal of fostering digital transformation and effective communication across the University.