ICT Technical Support Officer

Local Gov; Galway; Hybrid; EUR 32,000 - 52,000; Full time

Job summary

Galway City Council is seeking an ICT Technical Support Officer to join a panel for future vacancies. The role focuses on delivering reliable, secure, user-focused digital services and supporting day-to-day operations.

Two years’ ICT support experience and strong knowledge of Windows 11, Office 365, cloud tech, and ITIL are desirable. The panel supports ongoing projects, cyber security, video conferencing, and service delivery across the council.

Qualifications

• 2+ years in a formal ICT support desk environment.
• Experience with Windows 11, Office 365, cloud technologies and basic networks.
• Ability to communicate clearly with stakeholders and end users.
• Familiarity with ITIL service desk practices.

Responsibilities

• Provide technical support for ICT infrastructure including networks, servers, desktops, printers and video conferencing systems.
• Manage and track issues from start to resolution with regular updates to stakeholders.
• Assist business users by understanding issues and providing advice on installed applications and technology.
• Install, configure, test and document hardware, software and network components with security and licensing compliance.
• Contribute to knowledge base and participate in ICT projects and digital transformation.

Skills

Customer service

Problem solving

Communication

Teamwork

Time management

Initiative

Tools

Windows 11

Office 365

Cloud technologies

Windows Server

VMware

Active Directory

VoIP telephony

Job description

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 networks, servers, desktop/laptop, printers, scanners, video conferencing systems, 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 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 requirements 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 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 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, system monitoring and management, mobile device management, audio-visual and meeting room technology.
• Experience of business application support such as financial management systems, 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.

Galway City Council
City Hall
College Road
Galway
H91 X4K8