IT Support Officer - Scotland, UK

Information Technology Edinburgh, United Kingdom


Location: Edinburgh, UK preferably or flexible across Scotland, UK

Position Status: Permanent, Full-time preferably or part-time at 3 or 4 days/week  
Reporting to: IT Infra Manager
Salary: circa  21K-24K

Candidates must have the independant right to work full-time in the UK at the time of appointment. 

Applications to be submitted by May 22nd.  


About Mercy Corps

Mercy Corps is a leading global organisation powered by the belief that a better world is possible.
In conflict, in disaster, in hardship, in more than 40 countries around the world, we partner to put bold solutions into action — helping people triumph over adversity and build stronger communities from within.
Now, and for the future.


Mercy Corps Europe (MCE) has grown rapidly in terms of volume of activity and complexity. With offices in Edinburgh, London and Geneva, we now attract over £90m in income, and employ around 100 domestic and expatriate field team members. The breadth and impact of our programmes makes Mercy Corps a unique and truly rewarding place to work. Our teams are proud of what we achieve in the field and we are always looking for talented individuals who share our passion and commitment. 


The Role

We are seeking an IT Support Officer to join our team in Edinburgh.  The IT Support Officer will be responsible for providing a high level of customer service and ensuring we keep running smoothly resolving hardware, software and basic network issues.


The IT Support Officer plays a vital role in the organisation by:

  • Logging and troubleshooting any IT issues raised by the Mercy Corps Europe (MCE) team and provide resolution.  This can be on-site or supporting MCE team in our other European offices, homebased or the MCE team visiting field or other offices remotely.
  • Administration of new and existing users
  • Analysing IT support logs to identify trends
  • Creating and updating user guides and documentation to pass onto users
  • Providing support to the Office Operations Co-ordinator and Executive Office Administrator for the AV systems and supporting visitors on IT issues whether internal or external to the agency
  • Diagnosing and solving IT hardware and software faults
  • Reviewing of existing practices and working with the IT team to identify improvements for the IT function


Essential Job Responsibilities

  • Act as a point of contact for phone calls and emails from staff regarding internal IT and communication issues and queries.
  • Receiving, logging and managing requests from internal staff via telephone and email. Updating service desk with resolution and keeping line manager updated with progress
  • Maintaining and updating an Asset Database/AD for all laptops/PCs/mobile phones.
  • Troubleshooting of all IT and communication related problems from in-house software to hardware, such as  Laptops, PCs, telephones, mobile phones, photocopier and printers.
  • Troubleshoot basic network issues such as ADSL broadband issues.
  • Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                
  • To maintain a high degree of customer service for all support queries and adhere to all service management principles.
  • Maintain user accounts using in house account management and Active Directory for access to Mercy Corp IT services.
  • Creating user accounts, reset passwords, create mail groups etc. through MCAM, Okta and GSuite
  • Main point of contact for setting up of new laptops/PCs or other existing hardware and provide IT induction to new starts when required.
  • Provide support for IT conferencing services.
  • Support HQ users with backups of their data and email.
  • Collaboration with MGG and field admins to provide support on global IT projects such as Intune enrolment and Office 365.
  • Software installations as required.
  • Take an active role in the laptop and equipment replacement rollout.


The position will involve some physical work as you execute the duties listed above.


Organisational Learning
  • As part of our commitment to organisational learning and in support of our understanding that learning organisations are more effective, efficient and relevant to the communities they serve, we expect all team members to commit 5% of their time to learning activities that benefit Mercy Corps as well as themselves.
Accountability to Beneficiaries
  • Mercy Corps team members are expected to support all efforts toward accountability, specifically
    to our beneficiaries and to international standards guiding international relief and development work, while actively engaging beneficiary communities as equal partners in the design, monitoring and evaluation of our field projects.


Knowledge and Experience

  • Knowledge of IT Hardware, imaging and three year’s experience with troubleshooting IT issues
  • Knowledge and demonstrated experience of working with MS Office, Windows 10 and Gsuite and Active Directory
  • Laptop deployment tools
  • Knowledge and experience of network troubleshooting and internet preferred
  • Awareness of GDPR legislation preferred
  • Knowledge of Windows enterprise products
  • Prior experience in 1st or 2nd line support function


Success Factors

          Detail-oriented multi-tasker, with excellent organisation skills.

          Strong problem solving skills.

          Excellent communication skills (both written and verbal), able to work successfully in a multi-national, multi-cultural organisation.

          Able to build and maintain effective internal and external relationships.

          Able to cope with changing priorities, often at short notice, and work well under pressure.

          Proactive, creative, solutions-based attitude.

          Cooperates and works well with colleagues to maximise opportunities and solve problems.

          High levels of motivation, professionalism and resilience.

          Skilled in anticipating and solving problems and communicating issues, involving others as needed.

  • Able to work independently and also in a team environment including other departments within Mercy Corps


MCE team members represent the agency both during and outside work hours and are expected to conduct themselves in a professional manner and respect local laws, customs and MC's policies, procedures, and values at all times and in all Mercy Corps locations.


Living Conditions / Environmental Conditions

The position is based in Scotland.



Ongoing Learning

In support of our belief that learning organizations are more effective, efficient and relevant to the communities we serve, we empower all team members to dedicate 5% of their time to learning activities that further their personal and/or professional growth and development


Diversity, Equity & Inclusion

Achieving our mission begins with how we build our team and work together. Through our commitment to enriching our organization with people of different origins, beliefs, backgrounds, and ways of thinking, we are better able to leverage the collective power of our teams and solve the world’s most complex challenges. We strive for a culture of trust and respect, where everyone contributes their perspectives and authentic selves, reaches their potential as individuals and teams, and collaborates to do the best work of their lives. 


We recognize that diversity and inclusion is a journey, and we are committed to learning, listening and evolving to become more diverse, equitable and inclusive than we are today.


Equal Employment Opportunity

Mercy Corps is an equal opportunity employer that does not tolerate discrimination on any basis. We actively seek out diverse backgrounds, perspectives, and skills so that we can be collectively stronger and have sustained global impact. 


We are committed to providing an environment of respect and psychological safety where equal employment opportunities are available to all. We do not engage in or tolerate discrimination on the basis of race, color, gender identity, gender expression, religion, age, sexual orientation, national or ethnic origin, disability (including HIV/AIDS status), marital status, military veteran status or any other protected group in the locations where we work.


Safeguarding & Ethics

Mercy Corps is committed to ensuring that all individuals we come into contact with through our work, whether team members, community members, program participants or others, are treated with respect and dignity. We are committed to the core principles regarding prevention of sexual exploitation and abuse laid out by the UN Secretary General and IASC and have signed on to the Interagency Misconduct Disclosure Scheme. We will not tolerate child abuse, sexual exploitation, abuse, or harassment by or of our team members. As part of our commitment to a safe and inclusive work environment, team members are expected to conduct themselves in a professional manner, respect local laws and customs, and to adhere to Mercy Corps Code of Conduct Policies and values at all times. Team members are required to complete mandatory Code of Conduct elearning courses upon hire and on an annual basis.