IT Support Officer information pack - WaterAid

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					 Information Pack

IT Support Officer
Job Description – IT Support Officer
Place of Work:               Vauxhall, London
Salary:                      £23, 490 per annum
Reports to:                  IT Manager

Job Purpose

Support and maintenance of WaterAid’s IT Systems.

Key accountabilities

1. Providing day to day technical support on all commonly used software applications
   for WaterAid offices, involving both software and hardware support.

2. Rollout of standard server build for country programs.

3. VSAT - liaising with service provider and country programs for installations and
   service changes. Monitoring WaterAid’s VSAT network.

4. Supporting country programs with VOIP & OCS related problems.

5. Acting as the primary point of contact for hardware problems and arranging for
   maintenance and repair with approved suppliers.

6. Responsible for administration and scheduling of daily and monthly backups. The
   officer will also be responsible for restoring data when applicable.

7. Responsible for registration and administration of WaterAid’s operating system,
   software licences and IT assets.

8. Responsible for routine network administration involving the installation and rollout of
   desktops, building of PCs, the provision of configured laptops to the network,
   network troubleshooting and resolving network connectivity problems using TCP/IP
   diagnostic utilities like ipconfig, ping, tracert, etc.

9. Installing phones and configuring phone system changes (currently the MITEL 3300
   phone system).

10. Managing and troubleshooting the response to virus infections on all workstations.

11. Monitoring and adhering to WaterAid’s various security policies such as internet and
    email policies, backup policies and anti-virus policies for all desktop users.

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12. Identifying training and support needs for users and developing and/or sourcing the
    training required to encourage WaterAid staff knowledge, understanding and
    utilisation of IT hardware and software deployed at WaterAid.

13. Undertaking any other tasks that may reasonably be requested by the IT Manager or
    Head of IT & Systems.

Person specification

Technical knowledge:
      A thorough understanding of all Microsoft desktop Operating Systems and an
       excellent knowledge of Microsoft Office applications.
      A good knowledge of computer hardware including printers, scanners and mobile
      Good level of understanding of Local area networks (LANs) and basic
       understanding of Wide area networks (WANs).
      Good understanding of the Internet.
      A thorough understanding of anti-virus software and how viruses propagate and
      Good knowledge of peer-to-peer e.g. in workgroup consisting of Microsoft
       Windows XP Professional, server-based networking e.g. based on the domain
       model of Microsoft Windows 2003 and Active Directory, and terminal-based
       networking e.g. Windows 2000 Advanced Server and Citrix.
      Good knowledge of LAN technologies such as Ethernet, Fast Ethernet, Gigabit
       Ethernet, and Fibre Distributed Data Interface (FDDI) and LAN devices such as
       hubs, switches, routers.
      Good knowledge of WAN technologies such as Integrated Services Digital
       Network (ISDN), T1 leased lines, Digital Subscriber Line (DSL) and WAN devices
       such as modems, ISDN terminal adapters.
      Understanding VSAT or willingness to learn (WaterAid currently have a small
       VSAT network).
      Good knowledge of equipment for organizing, protecting, and troubleshooting
       LAN and WAN hardware such as racks, cabinets, surge protectors, line
       conditioners, uninterruptible power supplies (UPS’s), KVM switches, and cable
      Awareness of data storage technologies such as RAID, network-attached storage
       (NAS), storage area networks (SANs), and the technologies used to connect
       them such as Small Computer System Interface (SCSI) and Fibre Channel.

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     Awareness of technologies for securely interfacing private corporate networks
      with unsecured public ones, such as firewalls, proxy servers, and packet-filtering
     Awareness of technologies for increasing availability and reliability of access to
      network resources, such as clustering, caching, load balancing, acceleration and
      fault-tolerant technologies.
     Awareness of network management technologies such as the Simple Network
      Management Protocol (SNMP) and Remote Network Monitoring (RMON).
      Remote control tools to support IPVPN.
     VOIP understanding of SIP based telephony and OCS software.

General competencies:
     Commitment to WaterAid’s values and a working style that reflects these.
     Willingness to keep skills up to date through self learning and to develop in line
      with ITIL.
     A team player, able to work in a collaborative way.
     Excellent customer service skills.
     A helpful and supportive attitude.
     Experience of working with Anti-Virus Software in a networked environment.
     Experience of working in an IT support role.
     An ability to learn fast and pass on information effectively.
     Experience of basic network administration including creation and maintenance
      of user profiles and email accounts.
     Experience of network operating systems.
     Excellent problem solving and communication skills.
     Hardware and Software Certification e.g. A+.
     Ability to take on projects and work on own initiative.


    Relevant qualifications in Information or technology related subjects
    Spoken French/Portuguese to support country offices

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Abbreviated Terms & Conditions
Salary              £23, 490 per annum
Location            WaterAid, 47 - 49 Durham Street, London, SE11 5JD
Working Hours       Full time (minimum 35 hours per week). Core office hours are
                    between 10.00am and 4.00pm; start and finish times are to be
                    agreed with the line manager at the commencement of the contract.
Annual Leave        25 days per year. This increases to 27 after four years’ service.
                    Plus UK public holidays.
Contract Period     The post is offered on a permanent contract.
Probation           The appointment is subject to the satisfactory completion of a six
                    month probationary period.
Benefits            Pension scheme (optional) with The Pension’s Trust. Non-
                    contributory employer contribution of 5%. WaterAid can then match
                    any employee contributions up to a further 5% of salary.
                    Interest free season ticket loan.
                    Child care voucher and Bike salary sacrifice schemes.

Recruitment process
Closing date:       Friday 12 September 2008

Interviews:          1st interview week commencing 22 September 2008
                    2nd interview week commencing 29 September 2008

To apply, please send us the following:
     A supporting statement of no more than two A4 pages with a summary of why
      you are applying, your skills and experience and how these are relevant to the
      role, how you meet the person specification requirements and what in particular
      you would bring to WaterAid.
     A copy of your current CV.
     The names, positions and contact details of at least two referees, including your
      current or most recent employer. No contact will be made with any referee in
      advance of an offer being made, without your prior approval.
     The completed equal opportunities monitoring form. A copy can be found at the
      end of this information pack.
Please let us know if you have any special requirements, should you be selected for
Send your application to

We prefer to receive applications by email. If this is not possible, please post your
application to the HR Department, WaterAid, 47-49 Durham Street, London SE11 5JD
or fax it to +44 20 7793 4994 under confidential cover, ensuring it will arrive by the
closing date.

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Equal opportunities monitoring form
Please complete and forward this section of the pack with your CV and supporting
statement. It will be separated from the rest of your application on receipt and will not be
used for shortlisting or shared with the recruiting manager.

Where did you see this vacancy advertised? _______________________________

Ethnic Origin

A - White   □ British □ Irish              □ any other White background, please specify
B - Mixed   □ White & Black Caribbean □White & Asian
□ White & Black African □ any other Mixed background please specify ______________
C – Asian   □ Indian □ Pakistani □ Bangladeshi
□ any other Asian background please specify _____________
D – Black   □ Caribbean □ African □ any other Black background please

E – Chinese or other ethnic group

□ Chinese □ any other please specify __________________
Sex           □ Male □ Female
Faith/Religion□ Sikh        □ Buddhist □ Christian □ Hindu □ Muslim
□ Jewish □ none □ other please specify_________________
Age           □ under 20 □ 20-24 □ 25-29 □ 30-34 □ 35-39
□ 40-44 □ 45-49 □ 50-54 □ 55-59 □ 60-64 □ 65 +
Disability    Are you a disabled person? □ Yes         □ No

For office use only: Ref ITS08      □ Short listed      □ Appointed

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