IT Support Officer
It is a position that reports to the Senior Manager, IT, to ensure the smooth operation of the Information Technology in the organisation.
To perform UT functions, including but not limited to user support, system maintenance, incident management, IT projects, user training, security management, IT strategy, Raiser Edge Administrator Support, etc.
PRINCIPAL ROLES AND RESPONSIBILITIES:
- User Support: An IT Support Officer plays a role in providing technical assistance and support to users within the organisation. This includes troubleshooting hardware and software issues, resolving technical problems, and assisting with IT-related queries. Having a dedicated staff member for this purpose ensures timely and efficient support for all users.
- System Maintenance: IT systems require regular maintenance to ensure smooth operation and optimal performance. An IT Support Officer can manage routine maintenance tasks such as software updates, system backups, and security patches to keep the IT infrastructure running smoothly.
- Incident Management: In the event of IT incidents or emergencies, such as system crashes, cyberattacks, or network failures, having an IT Support Officer on hand is crucial for quick response and resolution. They can implement contingency plans, restore services, and minimise downtime to prevent disruptions to business operations.
- IT Projects: IT departments often undertake various projects such as system upgrades, network expansions, or software implementations. An IT Support Officer can contribute to project planning, execution, and post-implementation support, ensuring successful project delivery and smooth integration with existing systems.
- User Training: To maximise the use of IT resources and applications, users may require training and guidance. An IT Support Officer can conduct training sessions, create user guides, and provide ongoing support to help users leverage IT tools effectively and efficiently.
- Security Management: Maintaining the security of IT systems and data is paramount for organisations. An IT Support Officer can implement security measures, conduct security audits, educate users on best practices, and respond to security incidents to protect the organisation’s digital assets.
- IT Strategy: Collaborating with IT managers and other stakeholders, an IT Support Officer can contribute insights and recommendations for improving IT processes, enhancing efficiency, and aligning IT initiatives with organisational goals.
- Raiser’s Edge Administrator Support: An IT Support Officer can provide specialised support for Raiser’s Edge. This includes managing configurations, troubleshooting issues, training users, and ensuring the smooth operation of this crucial system for fundraising efforts.
TASKS AND RESPONSIBILITIES:
- Serve as the first point of contact for IT support inquiries via phone, email, or ticketing system.
- Troubleshoot and resolve basic technical issues related to hardware, software, and network connectivity
- Assist users with password resets, software installations, and system access requests.
- Manage file servers and backup solutions, including Veeam Backup Server, SQL Server backups, and off-site tape library.
- Perform routine system maintenance and software updates
- Set up and configure workstations, printers, and other IT equipment
- Handle IT procurement, asset management
- Perform other ad hoc duties as assigned from time to time
QUALIFICATIONS AND EXPERIENCE:
- Tertiary education or above; Associate’s Degree, Higher Diploma, or Certificate
- Solid knowledge of networking and IT systems
- Skilled in troubleshooting hardware and software issues
- Experience in system maintenance, including updates, backups, and security
- Proficient in MS Office, Microsoft 365, and Active Directory
- Familiarity with software such as Raiser’s Edge is an advantage
- Strong communication skills for effective user interaction and issue understanding
- Stable, mature, well-organised, detail-oriented, hardworking, and eager to learn
- Responsible and capable of working independently with minimal supervision
- Fluent in Cantonese; English proficiency preferred
TERMS AND CONDITIONS:
Plan International is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful.
APPLICATIONS:
Please provide the availability, current and expected salary information in your application to HR Department via [email protected]
Prospective candidates are requested to undergo a Sexual Conviction Record Check and reference check.
