Job Title: IT Support OfficerReports to: ICT Operations ManagerTerms: Permanent Full-time, HybridLocation: 52 – 55 Camden Street, Dublin 2, Ireland.Salary: GBF 4, €36,301 - €40,335Requirements: Occasional travel to Concern’s office in the UK office where support is needed.About Concern: 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.Our Vision is a world where all people live in peace and prosperity and are treated equally, with dignity and respect. Informed by the priorities of affected communities, we go where the needs are greatest, and work to save lives, protect and develop livelihoods, support recovery and build long-term resilienceTo advance our mission and ensure high‑quality, impactful work, we are guided by our core values and a culture committed to inclusion, compassion, and humanity. Inspired by our founders and our long history of effective programming, these values reflect both who we are and how we address extreme poverty in the world’s most fragile contexts.We are dedicated to fostering a workplace where everyone feels valued and supported to succeed and contribute to our mission.Role 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 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.Responsibilities:Help desk Service ProvisionLog and manage support call queue, gather and log all relevant information and assign ticketsRespond to all support requests in a prompt, professional and courteous mannerProvide support to both office based and remote working end users, in person, by email or by phone, using remote support clients as appropriateResolve 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 completionDocument outcomes and produce supporting materialsHardware and Software Installation, Set up and TestImage, test and install Pcs. Install phonesConnect Pcs to network and user to network services (e.g. printers and email)Maintain and support Dublin printersAssist with the distribution and configuration of antivirus and patch softwareAssist with the configuration of client side softwareSet up and test emergency response equipment and servicesProvide pre-departure support for offsite workers including connectivity and backupsApplication Support and TrainingProvide Support for Concern’s suite of applications including Office 365 applicationsAssist with planning, design and delivery of user training in client side and server-side user servicesProvide input to general induction trainingMeeting and Conference Room setup and maintenance / facilitationField Capacity Building and SupportProvide IT support and advice for field based IT officersMaintain global fixed asset register and network plansFunction Support Departmental Administration SupportWork with IT Administrator to co-ordinate the supply and delivery of essential equipment to our userbaseSupport for Departmental ProjectsAssist with implementation and support for IT projectsUndertake overseas travel and support assignments as requiredProvide support cover for colleaguesAny project/tasks as may be assigned from time to timeRole Holder Requirements:A positive and customer focused outlook is criticalAt least one year’s experience working in a busy IT departmentExperience in computing environment with knowledge of upgrades, troubleshooting, testing and maintenance of network and pc computing.Experience in Supporting Windows environmentsMust be eager to learn and adaptableAbility to diagnose and if necessary, repair PC, Laptop and printer faultsAdaptable and resourceful with good problem solving skillsExcellent English oral and written skillsWilling to travel and happy to work flexible hoursDesirable:Strong knowledge of supporting and administering Office 365 and Azure AD.We encourage all eligible candidates, irrespective of gender, ethnicity or origin, disability, political beliefs, religious beliefs, sexual orientation, or socio-economic status to apply to become a part of the organisation. Concern is against all forms of discrimination and unequal power relations and is committed to promoting equality.If this role sounds right for you, please apply with your CV and cover letter. We will respond to every applicant. Please be aware we may offer positions before the closing date.If you have any concerns about our recruitment process and need particular assistance - for example if you have a disability e.g. a hearing impairment - please let us know and we will do our best to respond to your needs.Due to the urgency of this position, applications will be shortlisted on a regular basis, and we may offer posts before the closing date.Important information:Concern has an organisational Code of Conduct supported by three Associated Policies: The Programme Participant Protection Policy, the Child Safeguarding Policy, and the Anti-Trafficking in Persons Policy accessible here. These have been designed to ensure the highest level of protection for everyone the organization engages through its work.The policies set out the behaviours and responsibilities that Concern staff, and all its representatives (including consultants, contractors, sub-contractors, suppliers, partners, visitors, ambassadors and Board members) are expected to uphold. They also articulate Concern’s commitment to safeguarding and protecting adults and children from harm in all aspects of our work. We will therefore do everything possible to ensure that only those who are suitable to work or volunteer with adults and children are recruited by us for such roles. Consequently, working or volunteering with Concern may be subject to a range of vetting checks, including criminal background checking.In this context, all staff and representatives of Concern have a responsibility to uphold the highest standards in their work, 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.Your Personal Data: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 www.concern.net/about/privacy
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