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DATE ADDED: Wed 19/02/2020

It Infrastructure Manager

Edinburgh, UK


JOB TYPE: Permanent, Full Time

Opportunity to provide IT support to an NGO with an outstanding vision to provide humanitarian intervention during global crisis situations.

Client Details

Multinational organisation with a truly global footprint. Mission statement to tackle global issues and act as both an actor and advisor on the global stage.


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


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.

Job Offer

Opportunity to provide IT support to an NGO with an outstanding vision to provide humanitarian intervention during global crisis situations.
Role: It Infrastructure Manager
Job Type: Permanent, Full Time
Location: Edinburgh,

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