IT Technicians/IT Support Officers

Summary

Join the Blockchain & Climate Institute (BCI) as an IT Support Officer and contribute to our mission of applying blockchain technology to combat climate change. This volunteer role involves providing frontline IT support to BCI volunteers, ensuring the smooth operation of server systems, and troubleshooting technical issues. You will assist volunteers with software, hardware, and other computer systems, conduct diagnostic tests, and provide remote support. The role also includes testing new products, performing regular maintenance, staying informed on information security, and creating documentation. Successful candidates will possess strong problem-solving skills, excellent communication abilities, and experience in a similar role. This is a home-based position requiring a minimum of one day per week.

Requirements

• 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
• An excellent understanding of how software and operating systems work
• Proficiency in the use of Microsoft Office, including Outlook, Word, Excel, Powe-rpoint is essential to perform in this role
• Up-to-date technical knowledge
• 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
• Proven experience working in a similar role is essential
• Experience of building constructive relationships with stakeholders
• Experience of working independently and with teams to drive forward projects using own initiative

Responsibilities

• Provide 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
• Setting up new users' accounts and profiles and dealing with password issues

Preferred Qualifications

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