Main purpose of job

The jobholder will be responsible for the Australia Network’s IT Microsoft Windows OS and Office 2016 networks, standalone IT systems (predominantly Windows), VOIP telephones, and other communications systems; liaising with the UK Helpdesk and others as and when appropriate.  The jobholder will also lead on IT and technical equipment needs for business continuity and crisis response, becoming the point of contact for the Mission internal phone system (ECHO), video teleconference system, and other technical IT/telco systems.  This includes becoming the key personnel for any UK led ICT implementation projects.

The successful candidate will have an important role in ensuring compliance with relevant policies and best practice, ensuring business resilience and continuity, regular maintenance and repairs and developing IT skills of staff and how they can best use the technology to improve business outcomes.  Flexibility to work across time-zones and undertake interstate travel will be required.  The successful candidate will be the IT go to person for the whole Australia Network (across 5 different geographical locations) and will need to provide remote support (and if necessary on-site support).

Responsibilities

• Maintain and support both Windows based (predominantly Windows 10) and non Windows based operating systems; including desktops, laptops and other IT items in use across the British Government’s network of posts in Australia located in Canberra, Sydney, Melbourne, Perth and Brisbane;
• Maintenance of all internet networks (including at the Head of Post and Head of Mission Residence);
• Support and train the Deputy ITSOs across the Australia Network. 
• Delivery of ICT strategy, including liaison with the UK regarding IT Change Requests;
• Information Management Officer (IMO) for the Australia Network;
• Facilitate IT procurement and installation, including small system support to standalone systems;
• Induct new staff onto the systems and provide basic IT training;
• Provide a focal point for users’ IT related queries, resolving issues and educating users as appropriate;
• Handling Australia Network ICT email inbox queries;
• Management of ECHO system across Australia Network and mobile telephones (issue, stocks, audit control, bill settlement);
• Planned travel to all Australia posts to maintain IT networks, supplemented by remote “trouble-shooting” support and emergency visits;
• Owner of Australia Network SharePoint site;
• Ensuring there is resilience across all IT, telephony and VTC assets and that faults are prioritised and promptly addressed including tasking of the part-time Deputy ITSO;
• Lead of ICT change management programme devising and implementing the change and processes we will use to develop more flexible working;  
• Leading on the ICT elements of business continuity and Crisis response planning and implementation;
• Ensuring inventories and ensuring Security Operating Procedures are understood and enacted;  
• Making effective use of IT budgets including prioritisation and procurement;
• Office machinery management & maintenance;
• Identify areas of non-compliance and make recommendations to senior management.  Develop improvement plans and monitor progress;
• Provide IT support during events in the Mission and Official Residence;
• Assist other members of the Corporate Services team as required.

Resources managed (staff and expenditure): 

• ICT Budget

• Broad knowledge of IT Systems configuration/administration and experience of work in a similar environment.  IT Windows Clients (particularly Windows 10,) MS Office, SharePoint, Wi-Fi and hands on Networking and troubleshooting experience.
• Ability to work with minimum supervision and with a broad range of customers.
• Must be able to travel interstate for short periods (when situations allow).
• Ability to explain technical information in an easy to understand way.
• IT degree, although in the absence of an IT degree, professional IT certifications or relevant hands-on experiences will be favourably considered.

Language requirements: 
Language: English
Level of language required: Fluent