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IT Support Officer

IT Support Officer

MELIORE FOUNDATIONKasese, UG
30+ days ago
Job description

Job Ad & Profile Description

Position : IT Support Officer

As our IT Support Officer, you will be in collaboration with others in the IT Team, ensuring functionality of end user ICT including tickets prioritisation and resolution within requested time frame. You will work with our Systems Team to ensure that users have access to the software applications and productivity tools they need on their computers and phones to enable our teams to perform their work in the most effective way.

You will work with the rest of the IT support team in supporting the administration of a set of existing IT tools used within the team. In the past year, the workforce has increased its use of different online SaaS tools, including but not limited to Zoom, Slack, Google Drive, Asana etc. You'll also offer advice to the workforce about how to get the best out of their available IT and pass on requests for new additions to our IT offering in line with Meliore’s core values.

A large part of this role is responding to IT support requests, resolving them where possible and escalating them if necessary to your manager, the IT Support Manager. You will assist the IT Manager with initiatives and projects relating to the provision and migration of IT tools, given the necessary guidance.

This role will require you to be forthcoming and positive with communicating best-practices and IT advice to the team.

How you'll contribute

  • Monitor the queue of assigned IT end-user tickets, action and resolve them according to an established priority.
  • Dispatch tickets to the second level support in Security, Support and Systems teams. Cooperate during ticket resolution when needed.
  • Proactively assist with analysing tickets history, detect common issues, and propose common solutions together with the IT Support Manager.
  • Work in cooperation with our 3rd party support teams during troubleshooting of IT user problems
  • Immediately escalate high priority issues to relevant parties where they cannot be dealt with by yourself.
  • Look for tools / solutions improvements and automation in the domain of the service desk.
  • Keep IT documentation up to date in partnership with the rest of the IT team, as part of your daily duties.
  • Assist with IT team projects and initiatives, with guidance, where necessary. This might be related to searching for new tools with a given requirement set, or to work on a research project, for example.

Required profile for job ad : IT Support Officer

Our ideal candidate has

  • Proven working experience in a remote IT operation support role, service desk and / or helpdesk
  • Experience working supporting a diverse workforce is strongly desirable
  • Excellent breadth of knowledge across the professional IT landscap
  • Good technical knowledge of Google Workspace and Apple technologies, including Kandji; experience with IT systems Slack, Zoom, Slab, etc. is desirabl
  • Hands-on and creative problem-solving attitude
  • Eager to learn new tools and technologies and develop your IT skills in this role
  • Strong time and priority management with a high level of independence combined with the ability to function cohesively as part of a team
  • Excellent written and verbal communication in English, the ability to speak other languages is a benefit
  • A genuine interest in and passion for addressing climate change.
  • The disposition to work generously with colleagues in a high-trust global community of peers.
  • The versatile and adaptable skills necessary to flourish in a fast-paced and wide-ranging work environment and work across time zones using tools such as Zoom, Slack and email (Google Workspace).
  • A commitment to an inclusive and empowering approach to facing climate change.

    • Why join us?

  • Be part of a remote-first, international network of professionals working on climate, energy and nature. We offer coworking access in some locations.
  • Work with a bunch of dynamic, culturally diverse individuals who combine their passion to make a difference with a rigorous and results-oriented approach to work.
  • Enjoy regular opportunities to connect and collaborate with colleagues around the world.
  • A full-time position with a consultant or employment contract (subject to location) for 12 months, with a possible renewal after one year.

    • Location :   within + / - 2 hours of CET. You will be based remotely with infrequent travel to European and occasionally Worldwide destinations. We may be able to provide co-working spaces in some locations. We are unable to provide sponsorship for work permits.

    Job criteria for job ad : IT Support Officer Job category : IT, new technologies Industries : IT, software engineering, InternetSocial, public and human services Region : Bwizibwera - Entebbe - Gulu - Hoima - Jinja - Kampala - Kasese - Kira - Lira - Masaka - Mbale - Mbarara - Mukono - Nansana - Rest of Uganda - International Educational level : Bachelor Key Skills : RESTACCESSIDEAL Number of Position(s) : 1 Be cautious! Do not send money to a potential employer. Do not pay any money for a potential contract of employment or for pre-employment training.

    Please report any irregularities by using the candidate contact form and selecting the subject "Report a job ad".