Main purpose of job:

The IT Support Officer (ITSO) is responsible for providing IT support services within the British Embassy Addis Ababa. The post holder will assist on IT related problems, and offer technical advice and guidance to the Embassy staff.  

The jobholder reports to the IT Manager and will work closely with other members of the Corporate Services Team.

Roles and responsibilities:

Systems Support

• Carry out day-to-day IT support services within the British Embassy.
• Provide quality services in line with the business plan for the year
• Manage standalone Computers
• Manage user accounts (Create, Enable, Disable, transfer and remove User account)
• Build and rebuild failed workstations
• Assist on the implementation of IT Business Continuity Plan (BCP)
• Liaise with UK service desks by escalating faults which cannot be resolved locally to include logging, reporting and following up
• Co-ordinate telecommunication needs, landline, mobiles, internet
• Instruct IT users to raise their own faults through ServiceNow Portal – in the event/incident that is unique to them and not a wider issue
• Maintain a database of uninterrupted power supply (UPS) battery details including date of installation, next due date for exchange – applies to PC UPS’s and UPS’s attached to servers

IT  Inventory

• Responsible for IT inventory – keep an up-to-date inventory of all IT equipment
• Assist on the management of the IP Phones, Mobiles phones, Mobile lines both data and voice usage
• Responsible for proper distribution of mobile phones and their records

Locally Managed IT requiring support at a local level  

The IT Support Officer (ITSO) will provide support for all IT equipment purchased using local Embassy funds outside of the formal centrally supplied IT catalogue items. This support should include:

• Install and maintain hardware/peripherals and support cabling, switches, as required by the Embassy
• Desk-side application support  
• Desk-side user support / training / hand-holding  
• SmartPhone configuration / assignments  
• Internet connections and configurations  
• Hardware moves and changes  
• Manage Anti-virus
• Locally managed IT systems and laptops/Desktops/printer/scanners
• Local Network, mobile phones, fax machines and video conferencing tools
• Crisis Equipment Management 

• Degree/Diploma in Computer Science/Information Systems Management or related fields
• 3 or more years of relevant professional experience in IT support services
• Experience in user desktop support, in particular Office 365 and cloud
• Experience in Microsoft Exchange/Outlook, Ms Teams
• Experience in structured cabling in particular CAT6, etc.
• Good working knowledge of networking and PC infrastructure

Language requirements: 

Language: English and Amharic

Level of language required: Fluent