IT Infrastructure Manager - Edinburgh

Location: Edinburgh, UK Position Status**:** Full-time, Permanent
Reporting to: Finance Systems Manager Salary: Up to £35,000 Travel:** Occasional Travel will be required to MCE European locations - Up to 20%
Apply with CV and Cover Letter at the earliest.

About Mercy Corps

Mercy Corps is a leading global organization powered by the belief that a better world is possible.
In disaster, in hardship, in more than 40 countries around the world, we partner to put bold solutions into action — helping people triumph over adversity and build stronger communities from within.
Now, and for the future.

Mercy Corps Europe (MCE) has grown rapidly in terms of volume of activity and complexity. With offices in Edinburgh, London and Geneva, we now attract over £90m in income, and employ around 100 domestic and expatriate field team members. The breadth and impact of our programmes makes Mercy Corps a unique and truly rewarding place to work. Our teams are proud of what we achieve in the field and we are always looking for talented individuals who share our passion and commitment.
The Role The IT team plays a critical role in sustaining and enabling MCE's growth through the support it provides to the MCE team based in Edinburgh, London, Geneva, the Netherlands and other European home based users.

We are looking for an experienced, tech savvy IT Infrastructure Manager to join us in the Edinburgh office. The successful candidate will require an aptitude for working with technology applications/systems/hardware to undertake analysis, diagnosis and resolution of IT issues which range from the straightforward to the more complicated technical issues.

There is also a range of network and server administration duties within the role, covering the Mercy Corps European offices and MCE team members connecting remotely to MCE & MCG IT Services whilst working at home or travelling to other MCE or MCG field locations.

This role must be prepared to potentially travel at short notice to MCE European offices and it may be required to work out of hours to support the MCE team and users where it is necessary.

We are looking for an ambitious, IT professional, with experience of working in a small IT team, who is interested in a career in the NGO sector. This is an opportunity to work in an IT environment that is fast-paced and to be part of a diverse, dedicated team of people who are genuinely motivated by making a difference. You will be someone with a positive, can-do approach, customer focused, who enjoys the pressure of working together as a team to tight deadlines. Strong communication skills are vital, as you will be operating in a truly international environment.

You will not only have the right experience on paper but also the right personal 'fit' - you will live and breathe our culture and values, with a visible passion for the work we do and a desire to be part of our story.

Essential Job Responsibilities

IT SUPPORT

• Receiving, logging and managing IT requests and logs via the online service desk , maintaining a high degree of customer service for all support queries whilst adhering to service management principles
• To liaise with our external third party IT and Audio Visual (AV) vendors where the issues cannot be resolved in-house. This will include hardware RMA and repairs
• Remotely supporting our user base on IT issues using remote support tools
• Troubleshoot all IT and communications related problems from in-house software to hardware including laptops, PCs, VoIP telephones, routers, servers, photocopiers and printers
• Troubleshoot any network issues, internal and external
• Being the main point of contact to provide support for AV conferencing services
• Escalate support tickets to external IT vendors, whilst maintaining full ownership of incident internally as deemed necessary
• Develop, review and update key IT policies and guidelines ensuring IT security risks are mitigated and in compliance with GDPR

SYSTEM ADMINISTRATION/USER MANAGEMENT

• Creating user accounts, reset passwords, terminating user accounts, BitLocker key management
• Google user account management, creating groups, reset passwords, suspending accounts
• Regular and routine maintenance of server updates in conjunction with our cloud service provider to keep the servers running to optimal
• Monitoring and maintenance of business critical IT systems and hardware

OTHER

• Provide IT induction and training on Mercy Corps Europe's IT systems to new starts
• Implement and optimise process improvements
• Provide mentoring and coaching to IT Support Officer
• Undertake and/or participate in any IT projects as required by the organisation including liaising with IT staff at Mercy Corps Global (MCG)
• Maintain business relationships with external vendors
• Other tasks as assigned

ORGANISATIONAL LEARNING

• As part of our commitment to organisational learning and in support of our understanding that learning organisations are more effective, efficient and relevant to the communities they serve, we expect all team members to commit 5% of their time to continuing professional development and learning activities that benefit Mercy Corps as well as themselves.

ACCOUNTABILITY TO BENEFICIARIES

• Mercy Corps team members are expected to support all efforts towards accountability, specifically to our beneficiaries and to international standards guiding international relief and development work, while actively engaging beneficiary communities as equal partners in the design, monitoring and evaluation of our field projects.

Knowledge and Experience

• Educated to degree level with at least 5 years practical and commercial experience and exposure in a service support or similar environment
• Microsoft Active Directory System Administration and Group Policy Management
• MS Server 2008/2012/2016
• Microsoft Volume Licensing, Microsoft Windows and MS Office
• Desktop Image Deployment
• Public Key Infrastructure and Windows Certificate Management Technologies
• Google Suite
• Knowledge and experience of AV and set-up and configuration
• Networking (DHCP, DNS, NPS, VLANs and WAN) technologies
• File Services (DFS) and file sharing
• Network Storage Technologies (NAS, ISCSI)
• Veeam and data backup technologies, shadow copy
• GDPR and data protection practices
• Hypervisor exposure (Hyper V technologies)
• Experience working with third-party IT service providers for cloud, AV and VoIP technologies preferred
• Some experience of working in or with an NGO would be preferable, although not essential

Success Factors

• Excellent organisational and time management skills
• Proactive troubleshooter, with a strong eye for detail
• Multi-tasker and effective communicator
• Customer service focused - able to build and maintain effective internal and external relationships
• Strong team worker
• Remains calm under pressure and is able to prioritise work based on urgency and business impact
• Proactive and solutions-based attitude
• High levels of motivation, professionalism and resilience
• An exposure to and interest in international development issues is important, along with an empathy for MC's mission

The position is based in Edinburgh and may involve occasional national and international travel.
MCE team members represent the agency both during and outside work hours when deployed in a field posting or on a short-term assignment or trip to country offices. Team members are expected to conduct themselves in a professional manner and respect local laws, customs and MC's policies, procedures, and values at all times and in all Mercy Corps locations.
Fostering a diverse and open workplace is an important part of Mercy Corps' vision. Mercy Corps is an Equal Opportunity Employer regardless of background. We are committed to creating an inclusive environment.
Candidates must have the right to work in the UK at the time of appointment.

PI117336666

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