Job Description Job Title: IT Support Officer – IT Operations Reports to: ICT Operations Manager Liaises with: All Staff, CIO, and Service Providers. Job location: Dublin – hybrid ( 3 office days, 2 remote) Pay Band: 3 (€31,527 - €37,092) Contract: Permanent Job Purpose: 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 if 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. Key Responsibilities: Help desk Service Provision
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
Hardware and Software Installation, Set up and Test
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
Application Support and Training
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
Field Capacity Building and Support
Provide IT support and advice for field based IT officers
Maintain global fixed asset register and network plans
Function Support Departmental Administration Support
Work with IT Administrator to co-ordinate the supply and delivery of essential equipment to our userbase
Support for Departmental Projects
Assist with implementation and support for IT projects
Undertake overseas travel and support assignments as required
Provide support cover for colleagues
Any project/tasks as may be assigned from time to time
Skills and Experience Required: Essential:
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.
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
Desirable:
Strong knowledge of supporting and administering Office 365 and Azure AD.
Due to the urgency of this position, applications will be short-listed on a regular basis and we may offer posts before the closing date. To apply: CVs should be submitted through our website at by the closing date. Candidates must hold a valid work visa for Ireland at the time of application. Benefits:
35 hour working week
Inclusion in Concern’s flexi time system
22 days annual leave per annum pro rata. In addition, the office is closed on Good Friday and staff receive a company day over the Christmas period
A defined contribution pension scheme – as a member you will be required to make pension contributions of 7.5% of your gross annual salary following the successful completion of your 6 month probation period. Concern will also contribute on your behalf at a rate of 7.5% of your salary on the completion of probation
Concern offers enhanced leave policies to its staff including maternity, paternity, adoptive, marriage, exam and study leave
Life Insurance
Permanent Health Insurance
Concern Worldwide encourages all eligible candidates, irrespective of gender, ethnicity and origin, disability, political beliefs, religious beliefs, sexual orientation, or socio-economic status to apply to become a part of the organization. Concern is against all forms of discrimination and unequal power relations, and is committed to promoting equality. Concern has an organizational Code of Conduct (CCoC) with three Associated Policies; the Programme Participant Protection Policy (P4), the Child Safeguarding Policy and the Anti-Trafficking in Persons Policy accessible here. These have been developed to ensure the maximum protection of programme participants from exploitation, and to clarify the responsibilities of Concern staff, consultants, visitors to the programme and partner organization, and the standards of behavior expected of them. In this context, staff have a responsibility to the organization to strive for, and maintain, the highest standards in the day-to-day conduct in their workplace in accordance with Concern’s core values and mission. Any candidate offered a job with Concern Worldwide will be expected to sign the Concern Staff Code of Conduct and Associated Policies as an appendix to their contract of employment. By signing the Concern Code of Conduct, candidates acknowledge that they have understood the content of both the Concern Code of Conduct and the Associated Policies and agree to conduct themselves in accordance with the provisions of these policies. Additionally, Concern is committed to the safeguarding and protection of vulnerable adults and children in our work. We will do everything possible to ensure that only those who are suitable to work or volunteer with vulnerable adults and children are recruited by us for such roles. Subsequently, working or volunteering with Concern is subject to a range of vetting checks, including criminal background checking. During this job application, you will provide Concern with your personal data. Concern takes its responsibilities towards this personal data very seriously and is committed to complying with all relevant data protection legislation. For additional information, please consult our web site or contact the Human Resource Division in our Head Office. You have certain rights under data protection legislation. For more information on how to exercise those rights, please visit Please only apply for this position if you are satisfied with the proposed processing of your personal data as outlined above. Skills: IT Skills Troubleshooting Experience in computing environment
Ref: AUTO-202212051042108727
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