Department: Information Technology
Reports to: International Information Technology Support Lead with additional supervision from Senior Director of Finance and Resources
Works closely with: All US, regional, and country office IT staff
Salary: C1 – C3 (£33,257 - £38,799)
Internews empowers people worldwide with the trustworthy, high-quality news and information they need to make informed decisions, participate in their communities, and hold power to account. Our vision is to unleash human potential everywhere by turning on the bright light of information.
For more than 35 years, in more than 100 countries, Internews has worked to build healthy media and information environments where they are most needed. We have proudly launched hundreds of sustainable organizations, bolstered the skills of thousands of media professionals, activists, and citizens, and helped our partners reach millions of people with quality, local information.
Internews is a non-profit organisation operating internationally, with administrative centers in California, Washington DC, London and Paris as well as regional hubs in Bangkok, Kiev and Nairobi. Formed in 1982, Internews currently has offices in Africa, Asia, Europe, the Middle East, Latin America and North America.
Under the supervision of the International Information Technology Support Lead , the Technical Support Officer (hereafter “Support Specialist”) provides first level technical support for Internews EU program offices, help desk support for Internews EU worldwide staff and support for Internews global IT infrastructure. This position has primary support responsibility for staff based in London, but will be required to assist others globally as needed. We especially expect a high level of assistance for IEU staff based around the world.
ESSENTIAL DUTIES AND RESPONSIBILITIES
To perform this job successfully, the individual must be able to perform each essential duty satisfactorily with or without accommodation.
The Support Specialist will monitor and respond in a very timely manner to requests for technical assistance received in the Internews IT Help desk system. He/She will also take requests via MS Teams Chat and will log tickets in the system on behalf of the user as needed. He/She shall be responsible for monitoring and maintaining tickets in the Internews IT Help system. This position will also assist in monitoring, maintaining and troubleshooting Internews’ global IT Infrastructure including but not limited to critical HQ business systems and project office IT architecture. A very high level of customer service is expected. This includes prompt polite responses to internal customers and a daily log of issues and tasks associated with daily work performed.
The Support specialist may be required to travel to other Internews offices to implement the technical set-up of new offices, and to train staff and assist in roll-outs of new software and policies.
Due to the nature of this position, work is generally to be performed between standard office hours of 9:00 am to 6:00 pm local time, Monday – Friday. However due to the global nature of the organization, occasional work outside these hours might be required.
Network Configuration, Monitoring & Maintenance:
End user support:
Departmental administration and people skills:
The above noted job description is not intended to describe, in detail, the multitude of tasks that may be assigned but rather to give an employee a general sense of the responsibilities and expectations of his/her position. As the nature of business demands change so, too, may the essential functions of this position.
This position will be located in the United Kingdom and therefore a successful applicant must obtain the Right to Work in the UK in order to commence their employment
Closing date: 28 February 2020