IS Technical Support Officer

THE ROLE

The Technical Support Officer role will suit candidates with an interest in further developing their ICT career in areas such as networking support, technical support, ICT service management, operations, mobile device management and application support. The Information & Communications Technology (ICT) Technical Support Officer will participate in a team to provide a high standard of ICT Technical Support in Galway County Council. An ability to professionally manage and resolve several potentially complex issues in a fast-paced environment is required. The ICT Department provides a wide range of services to Galway County Council and its customers. As such, due to the dynamic nature of ICT, and the changing business requirements within the Council, all ICT posts require a flexibility to work in other IT roles as needs require.

QUALIFICATIONS FOR THE POST

CHARACTER

Candidates shall be of good character and references shall be sought.

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. For the purpose of satisfying the requirement as to health it will be necessary for the successful candidate, before they are appointed, to undergo a medical examination by a qualified medical practitioner to be nominated by the local authority. This will be at their own expense and will take place before they are appointed. On taking up appointment the expense of the medical examination will be refunded to candidates.

CITIZENSHIP

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

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

b) A citizen of the United Kingdom (UK); or

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

d) 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

e) 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

f) 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

EDUCATION AND EXPERIENCE:

Each candidate must have 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 plus 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

Applicants should at the date of applying hold a full unendorsed valid Irish /EU licence, for Class B vehicles, or a licence acceptable to NDLS for transfer to full Irish licence, (Link below).

https://www.ndls.ie/help/faq.html#exchange-of-foreign-driving-licences

*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 client operating systems, Office 365 Applications, training mobile device management, application support, 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

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 hardware, 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 10/11, Microsoft Office 365 Apps, Cloud Technologies including but not limited to Office 365, Windows Server, LANs, WiFi, Endpoint Protection Software, Active Directory Administration, mobile device management, Multi-Device Managed Printing solutions and services, audio-visual and meeting room technology.

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

• End user training and guidance with applications and ICT equipment use.

• Must be able to demonstrate commitment to customer service.

Desirable Skills and Experience

• Installation, configuration and support of PCs, laptops, mobile devices

• Multi-Device Managed Printing services support.

• Microsoft technologies such as Office Apps, Teams, OneDrive, SharePoint,

The ideal candidate for the position shall demonstrate:

• 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.

DUTIES AND RESPONSIBILITIES:

The following is a non-exhaustive list of duties associated with the role of IS Technical Support Officer:

• Provide technical support for the ICT infrastructure environment including networks, desktop/laptop, cloud and mobile systems. Systematically interpret user problems and identify solutions. 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 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 requirements and licence compliance.

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

• Provision of technical support and training materials & advice to end users.

• Participation in ongoing projects.

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

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

• Attendance at and participation in meetings as required by Head of Information Systems and Project Leader for Technical Support

The above specification is not intended to be a comprehensive list of all duties involved and consequently, the post holder may be required to perform other duties as appropriate to the post which may be assigned to him/her from time to time and to contribute to the development of the post while in office.

DETAILS AND PARTICULARS

PROBATION

Where a person who is not already a permanent officer of a Local Authority is appointed to the office, the following provisions shall apply:-

a) there shall be a period after appointment takes effect, during which such a person shall hold the position on probation;

b) such period shall be one year, but the Chief Executive may, at his discretion, extend such period;

c) such a person shall cease to hold the position at the end of the period of probation, unless during this period the Chief Executive has certified that the service is satisfactory;

d) the period at (a) above may be terminated on giving one weeks’ notice as per the Minimum Notice and Terms of Employment Acts;

e) there will be assessments during the probationary period.

REMUNERATION

Entry to the scale shall be determined having regard to Departmental Circulars. Starting pay for new entrants will be at the minimum of the scale. The rate of remuneration may be adjusted from time to time in line with Government pay policy.

Point 01/06/2026

1 €52,761

2 €54,337

3 €55,946

4 €57,589

5 €59,244

LSI 1 €61,173

LSI 2 €63,109

WORKING HOURS

35 Hours per week.

ANNUAL LEAVE

30 Days per Annum

RESIDENCE

The person holding the office must reside in, or at an address convenient to the Local Authority, as approved by the Chief Executive.