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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. Page 2 of 6 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 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 Page 3 of 6 Essential personal qualities 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 Page 4 of 6 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 Page 5 of 6 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. Page 6 of 6