Technical Support Specialist at Internews Network

Job description

SUMMARY

Under the supervision of the International Technology Coordinator, the Regional Technical Support Specialist (hereafter “Support Specialist”) provides first level technical support for Internews’ program offices, help desk support for Internews worldwide staff and support for Internews global IT infrastructure. This position has primary support responsibility for staff based in Africa and the Middle East, but will be required to assist others globally as needed. The following are the primary responsibilities for the specialist:

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 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. That includes prompt response to our internal customers and a daily log of issues and tasks associated with daily work performed.

Due to the nature of this position, work is generally to be performed between standard office hours of 8:30am to 5:30 pm local time, Monday – Friday. However due to the global nature of this position, occasional work outside these hours might be required.

ESSENTIAL DUTIES AND RESPONSIBILITIES

To perform this job successfully, the individual must be able to perform each essential duty satisfactorily with or without accommodation.

• Network Configuration, Monitoring & Maintenance:
  • Assist with project office IT infrastructure setup and maintenance
  • Install and update applications to project office servers and end user devices as requested;
• Initiate 3rd party vendor support requests if required;
  
  • Work under the direction of and with the assistance of corporate IT staff to maintain Internews business systems
  • Perform data recovery as needed and implement disaster recovery procedures;
  • 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 project office IT infrastructure
• End user support:
  • Provide technical support for Internews staff globally.
  • Monitor and maintain client issues using Spiceworks helpdesk software;
  • Set-up and configure end user desktop, laptop and mobile computing devices to Internews HQ standard;
  • Provides support and set-up assistance regarding company mobile phones and other mobile devices;

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
• 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
• In all duties, an understanding of and demonstrated commitment to upholding Internews' Core Values.

QUALIFICATIONS

• Extensive knowledge of Windows 7,8, 10, MacOS
• Highly proficient in Microsoft Office 2013 and 2016;
• Experience with Office 365
• Proficient in Microsoft Server architecture
• certification in Microsoft Server preferred but not required
• 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;
• Willingness to continue developing professional skills that benefit Internews and the individual.
• Detail oriented with a demonstrated ability to follow all policy and procedures