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Responsible to: IT Service Desk Manager

Direct reports: None

Role purpose:

ShelterBox is striving to deliver an outstanding information systems and technology service that will maximise our fundraising and operational capability. The IT Support Technician role provides support to the IT service users throughout the organisation and oversees the technology infrastructure that is the foundation to providing an efficient, flexible and secure IT Service.

Who are we looking for?

The role of the IT Support Technician will be to provide IT Support and act as first point of contact for ShelterBox IT users for the reporting of problems and issues with PCs, Networking and Telephony and to identify the most appropriate approach to resolving the problem/issue.

You will build strong relationships with all information technology users and teams enabling them to maximise their use of technology and systems throughout the whole organisation.

The ideal candidate will have good organisation, IT support and communication skills that will drive organisation efficiency, support the implementation and maintenance of information technology and systems that make a real difference both to the way we engage with our supporters, and deliver aid to our beneficiaries.

Main Role & Responsibilities to include but are not limited to:

• Troubleshoot and solve IT system and end users’ problems (1st line) for internal staff, volunteers, and international affiliates, using the help desk system.
• Proactively monitor and maintain computer systems using RMM software and other logging/monitoring tools.
• Troubleshoot system and network problems, diagnosing and solving hardware or software faults, replacing parts as and when needed, and escalating as required.
• Support and maintain company telephony, mobile phones, and their respective management platforms.
• Administrative support for M365 via Azure Active Directory including the management of user accounts, SharePoint sites and MS Teams.
• Provide initial inductions to new colleagues and assist in the delivery of new training courses.
• Create and maintain documentation for all IT systems (policies, processes and procedures).
• Assist with the implementation of IT solutions (hardware and software) and in the creation of automated processes to maximise business efficiency.
• Recommend, schedule, and perform software and hardware updates/upgrades.
• Provide cover for the IT Service Desk Manager as appropriate.
• Work on other IT related projects as and when required.

Other responsibilities

• Any other duties as required which are deemed appropriate to the level and grade of the post.