IS Technical Support Officer

JOB REQUIREMENTS

MINIMUM ELIGIBILITY REQUIREMENTS

Minimum Eligibility Requirements are the minimum requirements required for the position and are set out by the Department of Housing, Local Government and Heritage for administrative and technical/engineering grades.

For outdoor grades and some specialised grades, the minimum eligibility requirements are set out by Kilkenny County Council Human Resources Department in consultation with the relevant Line Manager as they are not set centrally by the Department.

Applicants will be required to submit scanned images of documentation to establish the applicant meets the following minimum eligibility criteria:

Character

Each candidate must be of good character.

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.

Education, Training, Experience etc.

PLEASE NOTE FAILURE TO UPLOAD ALL REQUIRED DOCUMENTS I.E. QUALIFICATIONS, I.D. ETC., AT SUBMISSION STAGE WILL AUTOMATICALLY RESULT IN AN INVALID APPLICATION. ALSO, FAILURE TO FULLY COMPLETE EACH QUESTION ON THE APPLICATION FORM MAY DEEM YOUR APPLICATION INVALID (ANSWERS WHICH REDIRECT TO OTHER RESPONSES ARE NOT PERMITTED).

Candidate must have on the latest date for receipt of completed application forms:

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 years directly relevant, recent ICT experience from your employment to date*

OR

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

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

OR

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

AND

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, technical support, ICT service management, operations and server support, ICT/ cyber security, mobile device management, virtualisation delivery support, database and application support, cloud computing, etc.

DESIRABLE REQUIREMENTS

Kilkenny County Council can for any position they advertise, include Desirable Requirements. Desirable Requirements are those that would be beneficial to optimising job performance. Desirable Requirements can be used if necessary to reduce numbers called for interview.

It is desirable that each candidate shall have:

Up-to-date Microsoft Desktop and Server Operating systems knowledge and experience. Up-to-date Network and communications infrastructure support experience. Up to date IT security systems knowledge including Anti-Virus, Updates and Patching. Mobile device management experience. Commitment to customer service.

The Ideal Candidate:

Candidates will demonstrate through their application form and at the interview that he/she has:

Ability to work as part of a team with strong customer service focus. 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. Dedication to providing quality and excellent service. Flexibility regarding working. Excellent time keeping skills and ability to meet day-to-day and project targets. Must be committed to self-development and be enthusiastic about acquiring new skills and embracing new technologies.

Applicants should satisfy themselves they are eligible under the required qualifications. Kilkenny County Council may not be in a position to investigate the eligibility of all candidates in advance of the interview/examination, and hence persons who are ineligible but nevertheless enter, may put themselves to unnecessary expense.

JOB DESCRIPTIONROLE

The Information Systems Technical Support Officer will participate in a team to provide a high standard of technical support in Kilkenny County Council. An ability to ensure product quality and stability and a determination to professionally manage and resolve a number of potentially complex issues in a fast-paced environment is required.

The Information Systems Department provides a wide range of services to Kilkenny County Council and its customers. As such, due to the dynamic nature of ICT, and the changing business requirements within the Council, all I.S. posts require a flexibility to work in other I.S. roles as needs change.

JOB DUTIES AND RESPONSIBILITIESDUTIES OF THE ROLE SHALL INCLUDE:

The principal duties and responsibilities will be to perform the range of operations appropriate to the post of I.S. Technical Support Officer that may be assigned by the Head of Information Systems. The duties shall include the following:

Provide day to day technical support in an effective and responsive manner, for the ICT application and infrastructure environment including networks, servers, desktop/laptop and mobile systems.

Provide technical support to staff, both office-based and working remotely and to Elected members.

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

Install, configure, test and document PCs, laptops, tablets, smartphones and related hardware, software and network components and solutions, avoiding service disruptions and ensuring coherence to security requirements and licence compliance.

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

Keep abreast of information technology evolution and identify opportunities for such technologies to be gainfully utilised by the Council.

Contribute to the review and implementation of the ICT Strategy.

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

Support IT Security initiatives.

Management of cloud software and licence assignment.

To provide technical assistance and support for Cyber Security related systems including Anti-Virus deployment and ongoing maintenance, desktop patching and mobile device management.

Escalate complex or unresolved incidents within the team or to external suppliers.

Performance of other duties that may from time to time be assigned to them by the Chief Executive/Head of Information Systems/Line Manager.

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.

PARTICULARS OF OFFICETYPE OF POST

A panel may be formed from which relevant vacancies may be filled during the lifetime of the panel.

SALARY

The salary shall be fully inclusive and shall be as determined from time to time. The holder of the office shall pay to Kilkenny County Council any fees or other monies (other than inclusive salary) payable to and received by him/her by virtue of his/her office or in respect of services which he/she is required by or under any enactment to perform.

In accordance with EL02/2011 persons who are not serving Local Authority employees must be placed on the minimum of the scale. Where a person being appointed is a serving Local Authority employee normal starting pay rules will apply.

The rate of remuneration may be adjusted from time to time in line with government policy.

The current salary scale for the position is €51,722 minimum of the scale to €61,865 maximum of the scale inclusive of LSIs.

CITIZENSHIP

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

A citizen of the European Economic Area (EEA). The EEA consists of the Member States of the European Union, Iceland, Liechtenstein and Norway; or A citizen of the United Kingdom (UK); or A citizen of Switzerland pursuant to the agreement between the EU and Switzerland on the free movement of persons; or 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 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 A non-EEA citizen who is a parent of a dependent child who is a citizen of, and resident.