Role Title: IT Support Officer

Designation: ITM / ITO1/2

Division: Human Capital & Administration Division (IT Support Branch)

Number of Vacancies: 3

Role Nature: Voluntary

Minimum Time Requirements: 1 day per week on average

Location: Home-based

The Blockchain & Climate Institute (BCI) is an international volunteers-led think tank supporting and advocating the application of blockchain technology in the global fight against climate change.

We are looking to recruit a couple of highly motivated and enthusiastic volunteers serving as IT Support Officers to provide support for our computer systems and networks. More experienced candidates will be appointed as Senior IT Support Officer or IT Support Manager. IT Support Officers will also be given exposure to our projects on blockchain, artificial intelligence and other emerging digital technologies under development.

The ideal candidates will be responsible for providing frontline IT support for the BCI Volunteers with their IT requirements. As part of the Technology Officer Grade, the IT Support Officers will be responsible for the smooth running of server systems and ensuring that users get maximum benefits from them. This will include supporting and providing technical assistance to BCI Volunteers that are using software, hardware, or other computer systems and need help completing tasks or troubleshooting problems through diagnostic tests and remote access to their computers. The successful candidates will also be required to test new products, run regular maintenance checks and keep abreast with information security issues.

Key responsibilities would include:

• Providing excellent support service to BCI Volunteers;
• Participating in troubleshooting and incident resolution activities;
• Ensuring performance pledges are met;
• Providing a high level of service and seeking ways to continually improve the IT service to BCI Volunteers;
• Performing various regular checks and tasks across the Institute’s user accounts and perform any required actions;
• Producing high quality documentation and keeping it up-to-date, including the team support knowledge base;
• Creating simple solutions / services utilising out-of-the-box functionality, i.e. Office 365 or G-Suite;
• Maintaining knowledge of the Microsoft and G-Suite roadmap and new features in order to guide BCI Volunteers appropriately;
• Proactively and constantly seeking to learn and improve both self and team;
• Identifying where a support request may be a project requirement, capture technical requirements and produce a project specification; and
• Setting up new users' accounts and profiles and dealing with password issues.

Requirements

Skills & Abilities

• Demonstrable skills in Office 365 and G-Suite administration;
• Website maintenance and basic design skills;
• Excellent problem-solving skills;
• An ability to assess each BCI Volunteer’s IT knowledge levels;
• Proven ability to develop effective working relationships, work flexibly across professional and operational boundaries, and communicate professionally with internal stakeholders at all levels;
• Proven ability to effectively multitask and prioritise work;
• Excellent listening and questioning skills, combined with the ability to interact confidently with the BCI Volunteers to establish what the problem is and explain the solution;
• The ability to work well in a team;
• Following up with BCI Volunteers to ensure full resolution of issues;
• Being a logical thinker;
• Strong computer skills and good analytical skills;
• Training other staff members on troubleshooting and diagnosing problems;
• Familiarity with both PC and Mac Hardware and Software;
• Experience with Network Repairs and Analysis; and
• An excellent understanding of how software and operating systems work.

General & Specialist Knowledge

• Proficiency in the use of Microsoft Office, including Outlook, Word, Excel, Powe-rpoint is essential to perform in this role; and
• Up-to-date technical knowledge.

Education & Training

A good degree in one of the following subjects:

• Business information technology
• Business systems engineering
• Computer networking and hardware
• Computer science
• Computer software development
• Information technology
• Internet engineering
• Software engineering

Additional courses will be beneficial to the role: BTEC (Edexcel) National Certificate and Diploma IT Practitioners, City & Guilds (E-Quals) IT Practitioners Certificate and Advanced Diploma and OCR (iPRO) Certificate for IT Practitioners.

Relevant Experience

• Proven experience working in a similar role is essential;
• Experience of building constructive relationships with stakeholders; and
• Experience of working independently and with teams to drive forward projects using own initiative.

Benefits

What difference will you make?

Climate change and sustainability -These are two hot topic groups that have been headlining media outlets, dominating conferences & events, and gaining increasing traction in research and pilot projects. BCI is here as an expert platform to help governments, inter-governmental and regional organisations as well as relevant corporates to negotiate the complex landscape of emerging technologies for environmental good. We cement our expertise by putting in the hard work in researching, identifying and analysing the applications of emerging technologies so that informed decisions can be made by the stakeholders in the climate change and action network.

• Your mind will be mentally stimulated, hence providing you a sense of purpose;
• You will advance and boost your professional career by helping you to make professional connections and giving you real-world experience at the intersection between climate and emerging technologies; and
• Help you develop long-lasting professional relationships with others. People who come together to make the world a better place forge close connection.