Job Title:           Helpdesk Support Engineer

Reports to:       IT Operations Manager

Liaises with:     CIO, IT Operations Manager, IT team, Data Protection Officer and end users

Job location:     Dublin Head Office. Office based 4 days, 1 day working from home.

Pay Band:          2 (€28,114 - €33,074)

Contract:           12 Month Contract

Background:    Concern IT supports a large multi-national infrastructure, with operations stretching from Haiti to North Korea, with approximately 3000 users in 25 different countries.

As part of the Concern IT team you will have the chance to help support our programme staff and mission. This unique opportunity will provide the successful applicant with exposure to a wide range of technologies and a diverse set of challenges.

Job Purpose:            

To work as part of the IT Operations Team to help support, maintain and develop our IT Systems.

Key Responsibilities

Action tickets logged on Concerns Helpdesk ticketing system

Answer calls and respond to emails for IT support

Troubleshoot basic software and hardware problems

Prepare new computers as required

Carry out hardware upgrades as necessary

Test returned IT equipment and update details in Inventory

Provide Input to and update knowledge base as necessary

Work with helpdesk team members to resolve tickets and escalate when necessary

Ensure meeting rooms are kept “IT ready”  

Responsible for keeping up to date inventory of laptops

Skills and Experience Required:

Essential:

Experience in the use and administration of MS Windows operating systems and MS Office

Experience with computer hardware and software installation and maintenance

An aptitude in understanding and adapting to new technology

Experience in supporting a wide range of applications

An ability to work well within a team environment

Desirable:

A good aptitude for relevant technologies

Microsoft or other relevant certifications

Excellent troubleshooting skills

Good interpersonal & communication skills to provide support in a professional manner

Be able to work on own initiative & demonstrate proactive ownership of tasks and issues

Self-motivated with good judgement, organisational and time management skills

An ability to follow established processes & procedures and define new ones when appropriate

Attention to detail

Self-Learner

Good team working capability

Dedicated, flexible and positive work attitude

Due to the urgency of this position, applications will be short-listed on a regular basis and we may offer posts before the closing date. 

To apply: CVs should be submitted through our website at https://jobs.concern.net by the closing date.

Candidates must hold a valid work visa for Ireland at the time of application. 

Benefits:

35 hour working week

Inclusion in Concern's flexi time system

22 days annual leave per annum pro rata. In addition, the office is closed on Good Friday and staff receive a company day over the Christmas period

A defined contribution pension scheme – as a member you will be required to make pension contributions of 7.5% of your gross annual salary following the successful completion of your 6 month probation period. Concern will also contribute on your behalf at a rate of 7.5% of your salary on the completion of probation

Concern offers enhanced leave policies to its staff including maternity, paternity, adoptive, marriage, exam and study leave

Life Insurance

Permanent Health Insurance

Concern Worldwide encourages all eligible candidates, irrespective of gender, ethnicity and origin, disability, political beliefs, religious beliefs, sexual orientation, or socio-economic status to apply to become a part of the organization. Concern is against all forms of discrimination and unequal power relations, and is committed to promoting equality. 

Concern has an organizational Code of Conduct (CCoC) with three Associated Policies; the Programme Participant Protection Policy (P4), the Child Safeguarding Policy and the Anti-Trafficking in Persons Policy accessible here. These have been developed to ensure the maximum protection of programme participants from exploitation, and to clarify the responsibilities of Concern staff, consultants, visitors to the programme and partner organization, and the standards of behavior expected of them. In this context, staff have a responsibility to the organization to strive for, and maintain, the highest standards in the day-to-day conduct in their workplace in accordance with Concern's core values and mission. Any candidate offered a job with Concern Worldwide will be expected to sign the Concern Staff Code of Conduct and Associated Policies as an appendix to their contract of employment. By signing the Concern Code of Conduct, candidates acknowledge that they have understood the content of both the Concern Code of Conduct and the Associated Policies and agree to conduct themselves in accordance with the provisions of these policies. Additionally, Concern is committed to the safeguarding and protection of vulnerable adults and children in our work. We will do everything possible to ensure that only those who are suitable to work or volunteer with vulnerable adults and children are recruited by us for such roles. Subsequently, working or volunteering with Concern is subject to a range of vetting checks, including criminal background checking. 

During this job application, you will provide Concern with your personal data. Concern takes its responsibilities towards this personal data very seriously and is committed to complying with all relevant data protection legislation. 

For additional information, please consult our web site or contact the Human Resource Division in our Head Office. 

You have certain rights under data protection legislation. For more information on how to exercise those rights, please visit www.concern.net/about/privacy 

Please only apply for this position if you are satisfied with the proposed processing of your personal data as outlined above.