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Senior Technology Specialist and Support Manager

Status: Closed

Organisation: Internews Network and Internews Europe

Deadline: 03/01/2022

Location: London, UK

Internews seeks a creative problem solver and service-oriented Senior Technology Specialist and Support Manager who is enthusiastic about using technology to help others be more productive in their work. Under the supervision of the Systems and Support Manager, the candidate will provide supervision and support to the regional IT specialists.  This position also provides mentorship, guidance, and direction to the regional techs as well as local IT staff.  The Senior Technology Specialist and Support Manager serves as a point of escalation for global support issues and provides first-level technical support for Internews’ London office, help desk support for Internews worldwide staff and support for Internews global IT infrastructure as needed. The Senior Technology Specialist and Support Manager helps cover regions and offices when other specialists are on leave or have excessive workloads.

Duties and responsibilities:

The Senior Technology Specialist and Support Manager:

  • Will monitor and respond in a very timely manner to requests for technical assistance received in the Internews IT Help desk system. He/She will also take requests via MS Teams Chat and will log tickets in the system on behalf of the user as needed when request come in over Chat. He/She shall be responsible for monitoring and maintaining tickets in the Internews IT Help system for the regional IT support team. This position will also assist in monitoring, maintaining, and troubleshooting Internews’ global IT Infrastructure including but not limited to critical business systems and project office IT architecture. A very high level of customer service is expected.  This includes prompt and polite responses to internal customers.
  • May be required to travel to other Internews offices to lead the technical set-up of new offices, and to train staff and assist in rollouts of new software and policies.  The Support Coordinator may occasionally serve as a project management assistant for office opening and closing; helping keep associated tasks, schedules, and communications on time.
  • Will work closely with the VP of IT, Sr. Systems and Network Manager and Systems and Support Manager to develop procedures, processes, solutions, and policy related to various areas of IT. He/she will then ensure all support staff understand these materials and policies.
  • Works collaboratively with other members of the ‘Information Technology & Security’ department and other departments to develop and provide business solutions for Internews’ needs.

Due to the nature of this position, work is generally to be performed between standard office hours of 9:00 am to 6:00 pm local time, Monday – Friday.  However, due to the global nature of this position, occasional work outside these hours might be required.

Network configuration, monitoring & maintenance:

  • Assist with project office IT infrastructure setup and maintenance.
  • Install and update applications to project office servers and end user devices as requested.
  • Initiate 3rd party vendor support requests if required.
  • Work under the direction of and with the assistance of Information Technology dept staff to maintain Internews business systems.
  • Perform data recovery as needed and implement disaster recovery procedures.
  • Contribute to documentation related to company procedures.
  • Maintain physical environment for network hardware.
  • Assists with off-hour emergencies and time-sensitive issues when required.
  • Provide first level support for Internews project office IT infrastructure.
  • Supervises regional IT support staff.

End-user support:

  • Provide technical support for Internews staff globally.
  • Monitor and maintain client issues using Internews helpdesk system.
  • Set-up and configure end user desktop, laptop, and mobile computing devices to Internews IT standards.
  • Assists with off-hour emergencies and time-sensitive issues when required.
  • Provides support and set-up assistance with mobile devices.
  • Learns new tools and best practices and adopts quickly to better support end users.
  • Train new employees on core technologies such as Teams, OneDrive, Outlook, Egnyte, conferencing tools, and other applications supported by Internews

Departmental administrations and people skills:

  • Assist with tracking software, hardware, and licensing inventory
  • Provide strong, clear, and concise written and verbal communication to colleagues and customers
  • Build appropriate rapport and have a positive and professional working relationship with co-workers and consultants
  • Manage crisis situations using excellent communication with affected staff and management
  • Respond to support requests with a professional and friendly tone
  • Respond to support requests with an appropriate sense of urgency
  • Ask questions quickly from HQ when assistance is needed
  • Works within Internews approved communications tools
  • Actively participates in testing of new software and hardware as requested.
  • Follows procedures precisely and thoroughly

Essential qualifications:

  • Extensive knowledge of Windows 7,8, 10 and MacOS.
  • Highly proficient in Microsoft Office 2013,2016 and Microsoft 365 apps.
  • Proficient use of Microsoft 365 applications and administration tools, including but not limited to Outlook, Teams, Word, Excel, Forms, SharePoint, 2FA, and Admin Consoles.
  • Mobile Phone and mobile device configuration and support experience.
  • Familiarity with computer systems from an end-user perspective.
  • Familiarity with Microsoft Power Automate and Power Apps.
  • Broad knowledge of computer hardware, network operations and maintenance.
  • Knowledge of telecommunications systems.
  • Knowledge of emerging technology trends.
  • Knowledge of computer software applications.
  • Willingness to continue developing professional skills that benefit Internews and the individual.
  • Detail-oriented with a demonstrated ability to follow all policy and procedures.
  • Language skills: Fluency in English

Desirable qualifications:

  • Language skills: Fluency in Arabic or French desired
  • Experience working remotely and managing remote staff

Candidates must submit a succinct covering letter of no more than 2-pages explaining how they satisfy the requirements of the person speciation in addition to a CV highlighting relevant experience. The successful candidate will also be asked to provide three professional referees, one of whom must be from their most recent employer. The above-noted job description is not intended to describe, in detail, all the tasks that may be assigned but rather to give the job holder a general sense of the responsibilities and expectations of his/her position. As the nature of business demands change so, too, may the essential functions of this position. This is a UK based position and therefore the successful applicant must obtain the Right to Work in the UK to commence their employment.

To apply please click here.

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