Technical Support Associate

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Job description

About Internews

Internews works to ensure access to trusted, quality news and information that empowers people to have a voice in their future and to live healthy, secure, and rewarding lives. We envision a world where everyone can communicate freely with anyone, anywhere, and exchange the news and information they need to shape their communities and the world.

Internews is a charity operating internationally, with administrative centres in California, Washington DC, London, and Paris as well as regional hubs in Nairobi, Kyiv and Bangkok. Formed in 1982, Internews currently has offices in Africa, Asia, Europe, the Middle East, Latin America and North America.

Internews is passionate about our core values and about supporting positive change in the world. We pride ourselves on our commitment to innovation and flexibility. We believe that diverse teams are strong teams, and work to support an ethic of belonging, dignity, and justice for all people. Our current team includes a mix of genders, parents and non-parents, the self-taught, and people of multiple races, nationalities, ages, sexual orientations, and socio-economic backgrounds. We are an Equal Opportunity Employer and encourage candidates of all races, genders, ages, abilities, orientations, ethnicities, and national origins to apply, and actively welcome those with alternative backgrounds and experiences.

ROLE SUMMARY

Under the supervision of the, the Technical Support Associate (hereafter "Support Associate") 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 and 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 Associate will monitor and respond in a very timely manner to requests for technical assistance received in the Internews IT Help desk system. They will also take requests via MS Teams Chat and will log tickets in the system on behalf of the user as needed. They shall be responsible for monitoring and maintaining tickets in the Internews IT Help system. 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.

NETWORK CONFIGURATION, MONITORING & MAINTENANCE:

Initiate 3rd party vendor support requests if required.
Work under the direction of IT management staff to maintain Internews business systems.
Contribute to documentation related to company procedures.
Maintain physical environment for network hardware.
Assists with off-hour emergencies and time-sensitive issues when required.
Provide first level support for Internews EU project office IT infrastructure.

END USER SUPPORT:

Monitor and maintain client issues using Internews helpdesk system.
Set-up and configure end user desktop, laptop and mobile computing devices to Internews IT standards.
Assists with off-hour emergencies and time-sensitive issues when required.
Provides support and set-up assistance with mobile devices.
Learns new tools and best practices and adopts quickly to better support end users.
Support employees on core technologies such as Teams, OneDrive, Outlook, Egnyte, conferencing tools, and other applications supported by Internews.
Provide technical support for Internews staff in UK, EU and globally as needed

DEPARTMENTAL ADMINISTRATION AND PEOPLE SKILLS:

Assist with tracking software, hardware and licensing inventory.
Provide strong, clear and concise written and verbal communication to colleagues and customers.
Build appropriate rapport and have a positive and professional working relationship with co-workers and consultants.
Manage crisis situations using excellent communication with affected staff and management.
Respond to support requests with a professional and friendly tone.
Providing daily reports to Technology Systems and Support Manager.
Respond to support requests with an appropriate sense of urgency.
Ask questions quickly from HQ when assistance is needed!!!
Works within Internews approved communications tools.
Actively participates in testing of new software and hardware as requested by the Information Technology Manager.
Follows procedures precisely and thoroughly.

QUALIFICATIONS

Extensive knowledge of Windows 7,8, 10 and MacOS.
Highly proficient in Microsoft Office 2013,2016 and Microsoft 365 apps.
Proficient use of Office 365 applications and administration tools, including but not limited to:
Outlook, Teams, Word, Excel, Forms, SharePoint, 2FA, and Admin Consoles.
Mobile Phone and mobile device configuration and support experience.
Familiarity with computer systems from end user perspective.
Broad knowledge of computer hardware, network operations and maintenance.
Knowledge of telecommunications systems.
Knowledge of emerging technology trends.
Knowledge of computer software applications.
Willingness to continue developing professional skills that benefit Internews and the individual.
Detail oriented with a demonstrated ability to follow all policy and procedures.

PHYSICAL DEMANDS and WORK ENVIRONMENT

This is a full-time position. Work is generally to be performed in the office and between the standard office hours of 8:30 a.m. to 6:00 p.m. Monday - Friday. On occasion, this position may require pre-planned or emergency evening or weekend hours to support staff in other time zones or to assist with issues that are urgent or must be performed during non-business hours.

The physical demands and work environment described here are representative of those that must be met or may be encountered by an employee performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee must be able to lift up to 25 lbs. Specific vision abilities required by this job include close vision for use of computer terminal and reading printed and electronic materials. The noise level in the work environment is usually moderate. While performing the duties of this job, the employee is regularly exposed to the risk of radiation from regular exposure to computer VDTs.

Recruitment timeline:

Closing date: 01 February 2022

Candidates must submit a succinct covering letter of no more than 2-pages explaining how they satisfy the requirements of the person speciation in addition to a CV highlighting relevant experience.

The above noted job description is not intended to describe, in detail, all the tasks that may be assigned but rather to give the job holder 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 UK and therefore a successful applicant must be able to demonstrate their right to work in UK and be based there for the full length of employment.