IT Support Officer

Job Reference: Ref.03.24.14

Employer: International Iberian Nanotechnology Laboratory (INL)

Location: Braga, Portugal

Group/Unit: ICS – Information and Communication Systems

Number of Vacancies: 1

Employment Type: Full time

Contract Duration: 48 months

 

Open Date for Applications: March 20th, 2024 

Closing Date for Applications: April 21st, 2024, 23h00m (Lisbon Time) (

 

Key words: #it #helpdesk #support

 

Overview

The IT Operations Team, within the Information and Communication Systems Office is dedicated to managing the IT Infrastructure, Cybersecurity and End-User Support.

INL is seeking a qualified IT Support Officer to join the team in End-User Support activities.

The selected candidate will play a critical role in providing technical support and assistance to our users, and will ensure that the Support Team, the support processes, and services, are aligned with the organisational goals of achieving excellence in research.

 

Job Duties

The job duties will be the following:

• Be responsible for activities of the Helpdesk Team;
• Ensure the constant optimisation of the ITSM processes;
• Provide first- and second-tier technical support to end-users;
• Diagnose and resolve hardware and software issues, including operating systems, applications, and networking problems;
• Install, configure, and maintain computer systems, peripherals, and software;
• Execute Asset, Patching and Identity Management;
• Collaborate with all the ICS Team to escalate and resolve complex issues;
• Keep accurate records of all support interactions, including troubleshooting steps and solutions;
• Follow standard ITIL operating procedures for issue tracking and resolution;
• Support the IT Operations Team in Cybersecurity, in the implementation of measures, procedures and tools to ensure the security of Data and Critical Infrastructure;
• Provide support to INL's Infrastructure and Laboratory Equipment.

 

Mandatory Qualifications

Education

• Technical Certification in Informatics, or Degree in Information Systems, Computer Engineering, Computer Science or any other related field.

 

Experience

• 3 to 8 years of experience in IT Support functions.

 

Technical Skills

• Proficiency in Windows, MacOS, and Linux operating systems, including installation, configuration, and troubleshooting;
• Understanding of computer hardware components, peripherals, and the ability to diagnose and resolve hardware-related issues;
• Familiarity with a wide range of software applications, including Microsoft 365 Suite, Endpoint Security Tools, and various enterprise software;
• Basic knowledge of networking concepts, including TCP/IP, DNS, DHCP, and the ability to troubleshoot network connectivity issues;
• Experience with remote access software and the ability to assist users remotely.

 

Other Qualifications

• MSc in Information Systems, Computer Engineering, Computer Science or any other related field may also be considered;
• Relevant certifications such as CCNA, ITIL, or Microsoft Certified Desktop Support Technician (MCDST) are a plus;
• Experience in Service Desk coordination is a plus.

 

Personal Skills

• Strong problem-solving and diagnostic skills to identify and resolve technical issues efficiently;
• Excellent communication skills and a customer-oriented approach to ensure a positive support experience;
• Ability to work in a fast-paced environment and adapt to changing priorities;
• Ability to work well as a team in an interdisciplinary environment;
• Efficient time management and prioritisation skills;
• Excellent communication skills in English are required since it’s the working language of INL.

 

Our Benefits

• Competitive salary;
• Tax benefits and other Diplomatic privileges;
• Private health insurance;
• Family allowances (according to family situation);
• Free nursery service at INL premises (subject to availability);
• Support for education fees of dependent children;
• Relocation support;
• 30 working days of annual leave.

 

How to Apply

The application must be in English and include the following mandatory documents:

1. Cover letter
2. Curriculum Vitae
3. Academic and/or Professional diplomas

 

Online application instructions:

1. The application is made online by through the following link OUR VACANCIES – INL Job Portal, and clicking the "Apply" button. 
2. The candidate must complete all required sections of the online application form;
3. The candidate must submit the mandatory documents mentioned above in pdf format by including them in the “Additional files” section using the “Add portfolio” button.

Important note:

Incomplete applications including the failure to provide mandatory documents or providing inaccurate information will result in the application not being considered. 

 

How the Selection Process works

A. Applications eligibility check

This stage will be carried out on the basis of the mandatory requirements, education, experience and technical skills defined for the job, as well as the validation of the mandatory documents. Only candidates who meet the eligibility criteria will move forward to the next stage.

B. CV Assessment

The Selection Committee will evaluate the eligible applications based on their CV and other submitted documents and the suitability for the position. The best ranked candidates will be shortlisted for the interview stage(s).

C. Interview(s)

The interview(s) may be done in different formats: video recording, online or onsite.

The question based interview will evaluate the match between the candidate’s profile and the requirements for the position, including the technical and personal skills. To better support this stage, the candidate may be requested to prepare a short presentation.

 

D. Nomination

The selected candidate will be nominated and formally offered the position, including the disclosure of the contractual conditions. 

 

 

Additional Information

Application feedback

We highly value your interest in becoming part of the INL experience and it is important for us to maintain good communications with all candidates. No matter the outcome of your application, we will always provide you with feedback.

 

Equal Opportunity and Non-Discrimination Principle

INL follows a non-discrimination and equal access principle, wherefore no candidate can be privileged, benefited, impaired or deprived of any rights whatsoever, or be exempt of and duties based on any possible discriminatory issues.

 

The advertisement deadline may be extended at any time without previous notice in order to improve the suitability and effectiveness of the recruitment process.

 

About INL

The International Iberian Nanotechnology Laboratory – INL (http://www.inl.int), is the first and only Intergovernmental Organisation in the world entirely focused on Nanoscience and Nanotechnology.

It was founded under an international legal framework to perform interdisciplinary research, deploy and communicate nanotechnology for the benefit of society. INL aims to be a recognised leading global nanotechnology innovation hub.