The Child and Family Agency was established on 1st January 2014 and is responsible for a range of statutory functions including provision of child protection, alternative care, specified regulatory services and a range of family support services. The Agency has commenced a major improvement programme with significant focus on Practice, Culture and Structure.

The Agency currently has responsibility for a budget of circa €1.2billion and delivers its services through over 5,500 people in 259 locations across the Country.

The Child and Family Agency has responsibility for the following range of services:
•Child Protection and Welfare
•Parenting, Family Support and Early Help Services
•Alternative Care
•Birth Information & Tracing and Adoption
•Tusla Education Support Services (TESS)
•Children’s Service Regulation
•Counselling and Therapeutic Supports
Further information is available on www.tusla.ie

About Tusla ICT
Tusla ICT provides the innovation, systems, and support to assist the Agency in delivering its services to children and families, as well as achieving its business and strategic objectives.

Tusla has one of the largest ICT networks in the Irish Public Service, with approximately 6,000 users and 325 office/centre locations. The ICT directorate is responsible for delivering the following functions: ICT Networks, Server and Storage Management; Cyber Security, Business Continuity and Disaster Recovery; 0365 and Cloud Management; Application Development; Digital Transformation and Support; Data and Information Management; Service Delivery; ICT Business Support, Governance and ICT Programme Management.

Main Duties and Responsibilities
Network Infrastructure Support
•Support in the Installation, configuration, and maintenance LAN/WAN infrastructure including switches, routers, wireless networks, and structured cabling.
•Monitor network performance, availability, and capacity, proactively addressing issues.

•Troubleshoot connectivity faults, diagnose root causes, and implement corrective actions.
•Assist in network upgrades, migrations, and technology refresh programmes.

Telephony & Unified Communications
•Support on premises and/or cloud telephony platforms (e.g., VoIP, SIP, Microsoft Teams, PBX systems).
•Support call routing, IVR, voicemail services, hunt groups, and contact centre features.
•Maintain and troubleshoot telephony hardware, handsets, headsets, softphones, SBCs, and gateways.
•Ensure high availability and quality of all voice services.
 

Service Delivery & Support
•Provide Level 2/3 technical support for network and telephony incidents and service requests.
•Maintain configuration documentation, network diagrams, inventories, and procedures.
•Work closely with internal teams, external service providers, and project stakeholders.
•Contribute to change management, risk assessments, and continuity planning.

Project & Improvement Work
•Support ICT infrastructure projects such as:
oNetwork modernisation
oTelephony upgrade programmes
oWi-Fi expansion
oResilience and redundancy enhancements
•Identify opportunities to improve system performance, efficiency, and automation.
•Support rollout of new technologies aligned to public service digital transformation goals.

Security & Compliance
•Apply network security policies including access control, segmentation, encryption, patching, and monitoring.
•Support incident response, vulnerability remediation, and service hardening.
•Ensure compliance with public sector standards, data protection requirements, and audit processes.

Relationship Management and Collaboration
•Works as part of the ICT Infrastructure team in the delivery of high-quality support service to users.
•Works in collaboration with other ICT teams as required to support the maintenance or replacement of network equipment and to deliver ICT projects as required.

Human Resources
•Interact with users in a helpful and responsive manner to understand their requirements and provide the service required.
•Contribute to the team environment and culture in providing excellent service to users.

Health & Safety
•Comply with and contribute to the development of policies, procedures, guidelines and safe professional practice and adhere to relevant legislation, regulations and standards.
•Have a working knowledge of the Health Information and Quality Authority (HIQA) Standards as they apply to the service for example National Standards for Child Protection and Care and comply with associated Tusla – Child and Family Agency protocols for implementing and maintaining these standards as appropriate to the role.
•To support, promote and actively participate in sustainable energy, water and waste initiatives to create a more sustainable, low carbon and efficient health service.

The above Job Description is not intended to be a comprehensive list of all duties involved and consequently, the post holder may be required to perform other duties as appropriate to the post which may be assigned to him/her from time to time and to contribute to the development of the post while in office.

Applicants must by the closing date of application have the following:
•Have a minimum of 2 years’ experience in an ICT related support role with a demonstrated expertise in Networks & Telephony.
•Knowledge and demonstrated experience in administrating ICT network and telephony infrastructure environments.

•Possess sufficient administrative capacity to discharge the functions of the grade/post

Health
A candidate for and any person holding the office must be fully competent and capable of undertaking the duties attached to the office and be in a state of health such as would indicate a reasonable prospect of ability to render regular and efficient service.

Character
Each candidate for and any person holding the office must be of good character.