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IT Support Officer
Job Description
Job title:
IT Support Officer
Place of work:
47-49 Durham Street, London, SE11 5JD
Band:
E
Reports to:
IT Service Delivery Manager
Manages:
N/A
Budget responsibility:
N/A
Job Purpose
Support and maintenance of WaterAid’s IT Systems
Key accountabilities
1. Providing day to day technical support on all commonly used software applications
for WaterAid offices involving both software and hardware support.
2. Supporting UK and country programs with VOIP & Microsoft Lync related problems
3. Acting as the primary point of contact for hardware problems and arranging for
maintenance and repair with approved suppliers
4. Responsible for administration and scheduling of daily and monthly backups. The
officer will also be responsible for restoring data when applicable.
5. Responsible for registration and administration of WaterAid’s operating system,
software licences, and IT assets
6. Responsible for routine network administration involving the installation and rollout of
desktops, building of PCs, the provision of configured laptops to the network,
network troubleshooting, resolving network connectivity problems using TCP/IP
diagnostic utilities like ipconfig, ping, tracert
7. Installing phones and configuring phone system changes (currently the MITEL 3300
phone system).
8. Managing and troubleshooting the response to virus infections on all workstations.
9. Monitoring and adhering to WaterAid’s various security policies such as internet and
email policies, backup policies and anti-virus policies for all desktop users.
10. Identifying training and support needs for users and developing and/or sourcing the
training required to encourage WaterAid staff knowledge, understanding and
utilisation of IT hardware and software deployed at WaterAid.
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11. Undertaking any other tasks that may reasonably be requested by the IT Service
Delivery Manager, IT Manager or Head of IT & Systems
Person specification
Essential technical knowledge
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A thorough understanding of all Microsoft desktop Operating Systems and an
excellent knowledge of Microsoft Office applications.
A good knowledge of computer hardware including, printers, scanners and
mobile devices
Good level of understanding of Local area networks (LANs) and basic
understanding of Wide area networks (WANs),
Good understanding of the Internet
A thorough understanding of anti-virus software and how viruses propagate and
infect.
Good knowledge of peer-to-peer e.g. in workgroup consisting of Microsoft
Windows, server-based networking e.g. based on the domain model of Microsoft
Windows and Active Directory,
Good knowledge of LAN technologies such as Ethernet, Fast Ethernet, Gigabit
Ethernet, and Fibre Distributed Data Interface (FDDI) and LAN devices such as
hubs, switches, routers
knowledge of Citrix and VMware View and user profile management
Understanding VSAT or willingness to learn (WaterAid currently have a small
VSAT network)
Good knowledge of equipment for organizing, protecting, and troubleshooting
LAN and WAN hardware, such as racks, cabinets, surge protectors, line
conditioners, uninterruptible power supplies (UPS’s), KVM switches, and cable
testers
Awareness of data storage technologies such as RAID, network-attached storage
(NAS), and storage area networks (SANs), and the technologies used to connect
them, such as Small Computer System Interface (SCSI) and Fibre Channel
Awareness of technologies for securely interfacing private corporate networks
with unsecured public ones, such as firewalls, proxy servers, and packet-filtering
routers
Awareness of technologies for increasing availability and reliability of access to
network resources, such as clustering, caching, load balancing, acceleration and
fault-tolerant technologies
Awareness of network management technologies such as the Simple Network
Management Protocol (SNMP) and Remote Network Monitoring (RMON).
Remote control tools to support IPVPN.
Understanding of VOIP, SIP based telephony and Microsoft Lync software
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Essential personal qualities
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Commitment to WaterAid’s values and a working style that reflects these
Willingness to keep skills up to date through self learning and to develop in line
with ITIL.
A team player, able to work in a collaborative way
Excellent customer service skills
A helpful and supportive attitude
Experience of working with Anti-Virus Software in a networked environment
Experience of working in an IT support role.
An ability to learn fast and pass on information effectively
Experience of basic network administration including creation and maintenance
of user profiles and email accounts
Experience of network operating systems
Excellent problem solving and communication skills.
Ability to take on projects and work on own initiative
CompTIA A+ certification
Desirable
 Relevant qualifications in Information or technology related subjects
 Spoken French/Portuguese to support country offices
 MCP certification in Windows 7
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Abbreviated Terms & Conditions
Salary
Starting salary from £26,341 (with excellent benefits)
Location
WaterAid, 47 - 49 Durham Street, London, SE11 5JD
In order to apply for this role you must be able to demonstrate
your eligibility to work in the UK
Right to Work
Working Hours
Full time - Standard working hours at WaterAid are 35 hours
per week, Monday to Friday. Core office hours are between
10.00am and 4.00pm. Start and finish times are to be agreed
with the line manager upon joining.
Annual Leave
25 days per year plus all UK public holidays (pro rata). The
number of annual leave days will increases to 27 days (pro rata)
after four years’ service
Contract Period
The post is offered on a permanent contract
Probation
The appointment is subject to the satisfactory completion of a
six month probationary period
Group Personal Pension Scheme with following contribution
rates:
UK Benefits
Employee’s
Employer’s
Contribution
Contribution
3%
6%
4%
8%
5%
10%
There is an option for pension contributions to be made through
a salary sacrifice arrangement
Life Assurance scheme equating to 4 x basic annual salary
Interest free season ticket loan, available on completion of
probation
Employee Assistance Programme with access to 24 hour free
and confidential helpline
Child care voucher scheme
Cycle to work schemes
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Recruitment process
Closing date:
Interviews:
12 July 2013
First interview: w/c 22 July 2013
Please apply using our online application form at: https://jobapplication.wateraid.org.
WaterAid is committed to welcoming people from the widest possible diversity of
backgrounds, culture and experience, and is signed up to the ‘Positive About Disabled
People’ scheme. We will make any practical, reasonable adjustment to enable disabled
people to participate fully in an inclusive working environment.
We are committed to interviewing all disabled applicants who meet the minimum criteria
for a job vacancy and to consider them on their abilities.
Please let us know if you are disabled and need any assistance in making your
application or you have any special requirements should you be selected for interview.
Your application must be in English.
If you are unable to apply online, you may post your application to the People Team,
WaterAid, 47-49 Durham Street, London SE11 5JD, UK or fax it to +44 20 7793 4994
under confidential cover by the closing date.
Only shortlisted candidates will be contacted. Please assume that you have not
been shortlisted if you have not heard from us within 2 weeks of the closing date.
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