[Hiring] IT Support Officer @Digital Technology Institute for Development (DTID)

Role Description

DTID is seeking highly motivated and enthusiastic IT Support Officers to provide frontline technical support to volunteers across the organisation and contribute to the effective operation of DTID's IT systems, platforms and digital infrastructure. The successful candidates will support users experiencing hardware, software, account, connectivity and other technical issues and help ensure that DTID's digital systems remain accessible, secure and reliable. This role requires strong technical troubleshooting skills, good communication, attention to detail and the ability to work effectively within an international and fully remote organisation.

Key Responsibilities

• Provide frontline IT support to DTID volunteers.
• Diagnose and resolve hardware, software, account, connectivity and system-related issues.
• Set up and maintain user accounts, profiles, permissions and system access.
• Support users with password, authentication and access-related issues.
• Provide remote technical assistance and follow up to ensure issues are fully resolved.
• Support the administration of Microsoft 365, Google Workspace and other organisational technology platforms.
• Perform routine system checks, maintenance and basic troubleshooting.
• Maintain accurate records of IT incidents, requests and resolutions.
• Develop and maintain technical documentation, user guidance and IT knowledge-base materials.
• Support basic website maintenance and technical administration where required.
• Assist with testing new applications, systems and digital solutions.
• Support information-security practices and identify potential technical or security concerns.
• Provide basic IT guidance and training to DTID volunteers.
• Collaborate with relevant teams across DTID and contribute to the continuous improvement of IT support services.

Qualifications

• Excellent written and spoken English.
• Strong problem-solving and troubleshooting skills.
• Strong general computer and technical capability.
• Excellent organisational and time-management skills.
• Strong attention to detail and accuracy.
• Ability to diagnose hardware, software and user-access problems.
• Ability to manage multiple technical requests and competing priorities.
• Excellent listening and questioning skills.
• Ability to explain technical issues clearly to users with different levels of technical knowledge.
• Strong analytical and logical-thinking skills.
• Ability to work independently and take initiative.
• Ability to collaborate effectively within a remote and internationally distributed team.
• Strong professional communication and interpersonal skills.
• Ability to maintain confidentiality when handling user accounts, system access and organisational information.
• A proactive, reliable and solutions-focused approach to work.
• Willingness to continuously develop technical knowledge and learn new technologies.

General and Specialist Knowledge

• Microsoft 365.
• Google Workspace.
• Microsoft Outlook, Word, Excel and PowerPoint.
• User account administration and access management.
• PC and Mac hardware and software.
• Computer operating systems.
• Remote troubleshooting and technical support.
• Network troubleshooting and basic network analysis.
• Software installation and configuration.
• Hardware troubleshooting.
• Information-security principles and good practice.
• IT documentation and knowledge-base management.
• Basic website maintenance.
• Knowledge of cloud platforms, cybersecurity, IT service management and emerging technologies would be advantageous.
• Knowledge or interest in climate change, sustainability, international development, artificial intelligence, blockchain and emerging digital technologies would also be advantageous.

Education and Training

• A Bachelor's degree, diploma or equivalent qualification in Information Technology, Computer Science, Computer Engineering, Computer Networking, Software Engineering, Information Systems, Business Information Technology or another related discipline.
• Relevant professional qualifications or certifications in areas such as Microsoft technologies, Google Workspace, CompTIA, networking, cybersecurity, cloud technologies or IT service management would be advantageous.
• Equivalent professional experience, technical training or demonstrated capability may also be considered where appropriate.
• Professional proficiency in English.
• Knowledge of an additional international language would be advantageous.

Experience

• Previous experience providing IT support, helpdesk support, technical support or systems administration.
• Experience diagnosing and resolving hardware, software and user-access problems.
• Experience supporting Microsoft 365, Google Workspace or comparable digital environments.
• Experience working independently and taking responsibility for assigned technical issues.
• Experience collaborating across teams, departments or organisations.
• Experience communicating technical information clearly to users and stakeholders.
• Experience providing remote IT support or supporting an internationally distributed workforce would be advantageous.
• Experience within an international organisation, think tank, nonprofit organisation, research institution, technology organisation, climate or sustainability-focused organisation would also be advantageous.

Benefits

• Gain practical IT support experience within an international organisation.
• Apply and strengthen professional and technical skills.
• Develop experience supporting a fully remote and globally distributed workforce.
• Strengthen troubleshooting, systems-administration and user-support skills.
• Gain practical experience with Microsoft 365, Google Workspace and digital collaboration platforms.
• Collaborate with professionals from different countries, sectors and disciplines.
• Build international professional networks and long-term professional relationships.
• Gain exposure to artificial intelligence, blockchain and other emerging technologies.
• Develop experience relevant to future professional and career opportunities.
• Contribute directly to DTID's mission and institutional development.

Selection Process

DTID is committed to identifying talented individuals with both demonstrated expertise and strong potential. As a volunteer-led organisation, DTID recognises that candidates may have acquired their skills through different professional, academic or practical pathways. Applications may therefore be considered on the basis of demonstrated capability, relevant experience, transferable skills and potential.

• Application screening
• Written or technical assessment
• Interview and/or technical discussion for shortlisted candidates
• Final selection and onboarding

Candidates who successfully complete the written or technical assessment will be invited to progress to the next stage of the recruitment process.

Important Notice: This is an unpaid volunteer position.