The International Water Management Institute (IWMI), a CGIAR Research Center is seeking for a tech-savvy candidate to join its headquarters in Battaramulla, Sri Lanka as an Assistant IT Support Officer.

The Assistant IT Support Officer is responsible for providing efficient and effective technical support services, including handling helpdesk inquiries and resolving first-level IT (Information Technology) issues to ensure the smooth operation of IT systems within the organization. By maintaining a robust IT support infrastructure, the incumbent will contribute to the organization’s overall productivity and operational efficiency.

DUTIES & RESPONSIBILITIES:

• Respond promptly and professionally to helpdesk tickets, ensuring timely resolution of IT-related inquiries and issues.
• Provide first-level support for IT issues, addressing software, hardware, and network problems effectively.
• Work collaboratively with IT team members and escalate complex issues to IT Support Officers or managers when necessary.
• Support the planning and execution of IT projects and system upgrades, ensuring seamless integration and minimal disruption to operations.
• Set up and configure new IT equipment, ensuring that all devices are properly installed and fully operational.
• Perform routine diagnostics, troubleshooting, and maintenance of PCs and basic hardware issues, ensuring optimal functionality and minimal downtime.
• Adhere to IT policies and procedures to ensure system security and compliance with organizational standards.
• Assist in the setup and support of audio-visual equipment for meetings and presentations as required.
• Perform routine maintenance and updates on IT systems to ensure optimal performance and reliability.
• Maintain accurate documentation of support requests, resolutions, and ongoing technical issues to enhance knowledge sharing and service delivery.
• Conduct basic training sessions for staff on IT systems and best practices, promoting efficient and effective use of technology.

Requirements

EDUCATIONAL QUALIFICATIONS & EXPERIENCE:

Essential:

• Successful completion of GCE Advanced Level examination, or an equivalent qualification.
• Minimum of 06 months of experience in an IT support role or equivalent demonstrated technical knowledge.
• Experience with Zoho ServiceDesk Plus and Endpoint Central.
• Experience with Ubiquiti network systems.
• Experience with Office 365/Microsoft 365 platforms.

Desirable:

• Undergraduate, bachelor’s degree or recognized Higher National Diploma in IT related discipline, or equivalent professional certification (e.g. CompTIA, Microsoft, ITIL, Google IT Support).

KNOWLEDGE, SKILLS & ABILITIES:

Essential:

• Excellent oral and written language skills in English, including effective listening and strong verbal and written communication abilities.
• Strong problem-solving skills.
• Knowledge of personal computers and common accessory hardware.
• Familiarity with modern Windows desktop operating systems and the MS Office suite.
• Ability to work independently and as part of a team.

Desirable:

• Familiarity with Android, iOS, and macOS.

Benefits

This is a nationally recruited position and only Sri Lankan nationals will be considered. IWMI offers a competitive salary and benefits package, inclusive of health insurance, life insurance, accidental death and dismemberment (AD&D) insurance, and long-term disability coverage. The duration of the contract will initially be for a period of three years with the possibility of extension.

HOW TO APPLY: Apply for the position by following the application instructions at www.iwmi.org/jobs. We will be accepting applications through 24:00 (IST) on September 01, 2024 (applications will be reviewed on a rolling basis). Your application must include a CV, cover letter, and three (3) references, which may be contacted if you are shortlisted. Receipt of all applications will be acknowledged, but only short-listed candidates will be contacted.

IWMI believes that diversity powers our innovation, contributes to our excellence, and is critical for our mission. We offer a multi-cultural, multi-color, multi-generational and multi-disciplinary working environment. We are consciously creating an inclusive organization that reflects our global character and our commitment to gender equity. We, therefore, encourage applicants from all cultures, races, ethnicities, religions, sexes, national or regional origins, ages, disability status, sexual orientations, and gender identities.