Information Technology Support Officer

Occasional travel to Concern’s office in the UK office where support is needed.

Established in 1968, Concern Worldwide is an international, humanitarian, non-governmental organisation dedicated to the elimination of extreme poverty and the reduction of human suffering, primarily in fragile countries.

We are dedicated to fostering a workplace where everyone feels valued and supported to succeed and contribute to our mission.

To support the services and administrative functions of the IT department and respond to and resolve technical support requests from users in an efficient and effective manner consistent with achieving specified services levels. The post holder will provide level 1 technical support, invoke escalation procedures when required and track and ensure the timely and successful resolution of issues.

Client-side services will include Microsoft productivity suite, Microsoft Office 365, Phone System Support, mobile applications, File services, application support and print services.

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• Log and manage support call queue, gather and log all relevant information and assign tickets
  
• Respond to all support requests in a prompt, professional and courteous manner
  
• Provide support to both office based and remote working end users, in person, by email or by phone, using remote support clients as appropriate
  
• Resolve issues through a process of analytical troubleshooting in line with supporting methodology (procedure, checklist) and using appropriate systems tools, research and desk side visits.
  
• Invoke escalation procedures in a prompt and timely manner and track status and pursue resolution to completion
  
• Document outcomes and produce supporting materials
  

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• Image, test and install Pcs. Install phones
  
• Connect Pcs to network and user to network services (e.g. printers and email)
  
• Maintain and support Dublin printers
  
• Assist with the distribution and configuration of antivirus and patch software
  
• Assist with the configuration of client side software
  
• Set up and test emergency response equipment and services
  
• Provide pre-departure support for offsite workers including connectivity and backups
  

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• Provide Support for Concern’s suite of applications including Office 365 applications
  
• Assist with planning, design and delivery of user training in client side and server-side user services
  
• Provide input to general induction training
  
• Meeting and Conference Room setup and maintenance / facilitation
  

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• Provide IT support and advice for field based IT officers
  
• Maintain global fixed asset register and network plans
  

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• Work with IT Administrator to co-ordinate the supply and delivery of essential equipment to our userbase
  

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• Assist with implementation and support for IT projects
  
• Undertake overseas travel and support assignments as required
  
• Any project/tasks as may be assigned from time to time
  

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• A positive and customer focused outlook is critical
  
• At least one year’s experience working in a busy IT department
  
• Experience in computing environment with knowledge of upgrades, troubleshooting, testing and maintenance of network and pc computing. xcfaprz
  
• Experience in Supporting Windows environments
  
• Must be eager to learn and adaptable
  
• Ability to diagnose and if necessary, repair PC, Laptop and printer faults
  
• Adaptable and resourceful with good problem solving skills
  
• Excellent English oral and written skills
  
• Willing to travel and happy to work flexible hours
  
• Strong knowledge of supporting and administering Office 365 and Azure AD.
  

For further information on the role, benefits and working at Concern, please see details on our website or by using the Apply button.