ICT Technical Support Officer

Galway City Council is seeking to put in place a panel for the post of Information & Communications Technology (ICT) Technical Support Officer, from which future relevant vacancies will be filled during the lifetime of the panel.

The Technical Support Officer role will suit candidates with an interest in further developing their ICT career in areas such as IT architecture, technical infrastructure support, service design and delivery, ICT service management, cyber security, Video Conferencing, telephony and mobile device management, virtualisation, cloud computing and project management.

The ICT Technical Support Officer will participate in a team to provide a high standard of technical support in Galway City Council. An ability to professionally manage and resolve a number of competing, potentially complex issues in a fast-paced environment is required. The role is varied, dynamic, and central to helping the Council deliver reliable, secure, user focused digital services and systems that support both day to day operations and long term strategic objectives.

The ICT Department provides a wide range of services to Galway City Council and its customers.

The successful applicant will be expected to:

• Provide technical support for the ICT infrastructure environment including net-works, servers, desktop/laptop, printers, scanners, video conferencing systems, cloud and mobile systems. Systematically interpret user problems and identify so-lutions. Escalate complex or unresolved incidents within the team or to external suppliers.

• Manage and track issues from outset to conclusion, effectively communicating with all stakeholders throughout the process.

• Engage with business users to understand issues and requirements and provide advice and solutions regarding installed applications and technology.

• Install, configure, test, and document hardware, software and network components and solutions, avoiding service disruptions and ensuring coherence to security re-quirements and licence compliance.

• Contribute to the continuous improvement of the team with regular updates to the knowledge base.

• Provide technical support, training materials & advice to end users.

• Participate in projects delivering new IT systems and services, new infrastructure deployments, attending project meetings.

• Document operating procedures for new systems

• Participate in the digital transformation and change management programmes currently underway.

• Participate in personal and professional development through formal and informal training.

• Attend and participate in meetings as required by Head of ICT & Digital

• Perform other duties that may from time to time be assigned to them from time to time by the Chief Executive/Head of ICT & Digital/Line Manager.

• Perform other duties that may from time to time be assigned to them in accordance with Section 159 of the Local Government Act 2001.

The ideal candidate will have at least 2 years’ relevant industry experience in the following areas:

• Operating in a formal, corporate ICT support desk environment including hard-ware, operating systems and application support preferably utilising the ITIL framework for service desk management

• Knowledge and support experience of a number of the following: Windows 11, Microsoft Office365, Cloud Technologies, Microsoft 365 administration, Windows Server, SQL Server, LANs, WANs, WiFi, VMware, backup and recovery, anti-virus and other security systems, TCP/IP, routing and networks, SANs, firewalls, Active Directory, Group Policy and scripts, VoIP telephony, encryption technologies, sys-tem monitoring and management, mobile device management, audio-visual and meeting room technology.

• Experience of business application support such as financial management sys-tems, human resource management systems, etc.

• Must be able to demonstrate commitment to customer service.

The ideal candidate should also possess:

• Dedication to providing quality and excellent service.

• Excellent problem solving and troubleshooting skills.

• Ability to work under pressure.

• Excellent customer facing skills and an ability to clearly communicate to all levels.

• Ability to take ownership of issues / tasks and work on own initiative.

• Ability to work as part of a team with strong customer service focus.

• Demonstrate a high level of interpersonal, team-building and motivational skills including a strong record of collaboration

• Flexibility regarding working hours and occasional unsociable hours including weekends.

• Excellent time keeping skills and ability to meet day-to-day and project targets.

• Excellent communication and interpersonal skills, with a positive and professional attitude.

• Must be committed to self-development and be enthusiastic about acquiring new skills and embracing new technologies.

The role will be primarily based in City Hall, 3 Crown Square, Monivea Road, Galway, but also requires support to be provided at all Council locations throughout the city.

The ICT Technical Support Officer will operate under the direction of, and report to, the IT Infrastructure & Operations Project Leader or to any other such person as may be determined by the Council from time to time.

1. Character

Candidates shall be of good character.

2. Health

Each candidate must be in a state of health such as would indicate a reasonable prospect of ability to render regular and efficient service.

3. Citizenship:

Candidates must, by the date of any job offer, be:

i. A citizen of the European Economic Area (EEA). The EEA consists of the Member States of the European Union, Iceland, Liechtenstein and Norway; or

ii. A citizen of the United Kingdom (UK); or

iii. A citizen of Switzerland pursuant to the agreement between the EU and Switzerland on the free movement of persons; or

iv. A non-EEA citizen who is a spouse or child of an EEA or UK or Swiss citizen and has a stamp 4 visa; or

v. A person awarded international protection under the International Protection Act 2015 or any family member entitled to remain in the State as a result of family reunification and has a stamp 4 visa; or

vi. A non-EEA citizen who is a parent of a dependent child who is a citizen of, and resident in, an EEA member state or the UK or Switzerland and has a stamp 4 visa

4. Education, Training, Experience, etc.

Each candidate must, on the latest date for receipt of completed application forms:

(i) A qualification at Level 8 on the National Framework of Qualifications (NFQ) major award (i.e. honours degree), or higher, in a relevant computing discipline and 2 year’s directly relevant, recent ICT experience from your employment to date*

OR

(ii) A qualification at Level 8 on the National Framework of Qualifications (NFQ) major award (i.e. honours degree), or higher, with computing taken in the final year and at least 3 years directly relevant, recent ICT hands-on experience from your employment to date*

OR

(iii) A qualification at Level 7 on the National Framework of Qualification (NFQ) major award (i.e. ordinary degree) in a relevant computing discipline and 3 years’ directly relevant, recent ICT experience from your employment to date*

OR

(iv) A qualification at Level 6 on the National Framework of Qualifications (NFQ) major award in a relevant computing discipline and at least 4 years directly relevant, recent ICT experience from your employment to date*

AND

(v) have a satisfactory knowledge of public service organisation or the ability to acquire such knowledge

*Relevant ICT hands-on experience should include, but is not limited to areas such as managing delivery of digital solutions, enterprise architecture, software and applications development projects involving a range of technologies and platforms covering web development, data management, database administration, business analysis/discovery, business intelligence and data analytics, DevOps, enterprise architecture, technical infrastructure service design and delivery, server and client operating systems and architecture stacks, telecommunications and networking infrastructure delivery support, ICT/cyber security, mobile device management, virtualisation delivery support, database and application support, cloud computing, etc.

*Non-Irish Qualifications must be accompanied by a determination from Quality and Qualifications Ireland (QQI) to establish their comparability against the Irish National Framework of Qualifications, overseas qualifications must also be accompanied by a translation document.

Each candidate must include on the application form details of all qualifications obtained by them. The invitation to attend for Interview is not to be regarded as an admission that you possess the prescribed qualifications and/or requirements for this post or are you qualified by law to hold the post. Documentary proof will be required before appointment where you claim credit for particular qualification, experience, etc.